Service Owner, Content Management Services

Location:

Belfast

Workplace:

Hybrid

The opportunity:

The Service Owner, Content Management Services will be the owner and business lead for all the Knowledge content management services, and their design, adoption, performance, and continuous improvement, acting as the 'face' of the services at all levels of the organization. The role-holder will collaborate with Knowledge Specialists and be responsible for service design, performance monitoring, quality management, and all operational aspects of the services. They will manage all the teams within the Center that provide content management services on a global scale.

Working at Baker McKenzie:

Baker McKenzie is the world’s leading law firm with offices all over the world. Our Belfast Centre is home to over 400 colleagues in both legal and professional services.

We offer one of the best workplace benefits packages in the business with comprehensive private health cover, income protection, life assurance and a full employee assistance plan. These and a host of other benefits make us one of the most desirable companies to work for in Belfast.

We are committed to promoting inclusion, diversity, and equity for all and are confident we can provide a career as individual and as exceptional as you.

About the role:

As part of this role, the successful candidate will:

Responsibilities:

Service Orientation

• Front and represent the service at all levels of the organization, in project teams, transition teams, and at the leadership level, acting as the 'face' of the service firm-wide, leading on adoption

• Work closely with the Senior Manager for Knowledge Content, other Knowledge Operations specialists, Knowledge Directors, Knowledge Lawyers, and Technology teams to define and implement the content management services, ensuring alignment with the Firm and Knowledge strategies so that content management services continue to evolve, meet the needs of stakeholders and add clear value to the business

• Work closely with the Director of Knowledge Operations and relevant Knowledge Specialists to design and sign off on all the content management service materials. Define KPIs SLAs and other service metrics, monitor and manage the performance and quality of the services, and manage all operational aspects of the services

• Work closely with the Senior Manager for Knowledge Centers and Services and other Knowledge Service Owners to ensure a seamless and consistent approach to high-quality technical output, customer service, and operational management of the services

• Engage with internal and external clients and key stakeholders to proactively capture the 'Voice of the Business', manage feedback requests, understand and capture business requirements, and identify continuous improvement opportunities for the services and implement improvements

• Work closely with In-Market Knowledge teams to ensure they leverage and adopt the services appropriately, helping manage demand using appropriate change management strategies

• Lead content management service design and improvement projects and support, including the use of GenAI products to assist with service efficiencies within Content Management, and to participate in other appropriate global Knowledge projects

• Contribute substantively by managing content and leading Knowledge projects as required

• Engage with Content Management Supervisors to advise of service and quality metrics and provide guidance on upload of content, support profiling and maintenance of content for client alerts, precedents and other legal knowhow, multijurisdictional handbooks and guidebooks, intranet, hot topics pages, and other relevant knowledge platforms

People Management:

• Lead and manage the Content Management teams, monitoring their progress, quality of output, and delivery of service; Monitor and manage the Knowledge content management teams' capacity and pipeline of work and identified resourcing issues

• Ensure the Content Management teams are high-performing and agile teams, capable of meeting the various and changing demands of the business and markets as well as adapting to the impact of technology on law firms and legal content management and delivery

• Ensure there is appropriate development and training in place for the Content Management teams both in respect of the services, general skills, and any specialist and/or subject matter expertise training and support required

• As a manager in a Center support other line management needs of the Knowledge teams as required

Knowledge & Expertise:

• Maintain and continually develop subject matter expertise with high levels of practical customer engagement and customer service delivery, be actively aware of developments internally and within the market on Knowledge content management services, new practices and approaches, actioning any relevant implications and maintaining an active network of Service Owners in and outside the Function

• Understand and document the complex and evolving business requirements for content management services of attorneys and Knowledge professionals across the Baker McKenzie network

• Be known in the Firm as the business lead and go-to person for resolving issues and business solutions for content management services, including services teams, processes, and solutions

Operational Efficiencies, Quality, and Risk Mitigation:

• Manage service-related issues and customer feedback to maintain quality assurance and minimize business impact and risk, escalating any challenges promptly where appropriate

• Oversee and ensure internal and external communications regarding content management services and ensure the development of training content relating to the provision and use of content management services

• Define processes, policies, best practice, and guidance for content management services, analyzing best practice compliance and adoption regularly through robust audit and reporting processes, identifying underlying trends, gaps, and opportunities for improving the services and service adoption, and presenting these to key stakeholders

• Work with In-Market and Technology teams to manage service-related support, training, feedback, and inquiries from customers, troubleshooting and delivering continual service improvements and upgrades to content management services and tools, including workflow tools, reporting dashboards, and use of ServiceNow for content management services

Skills and Experience:

• Relevant degree with substantial experience in law firms

• Experience in a complex service delivery environment involving liaisons with diverse and multiple stakeholders. Experience in service and process design and improvement is highly desirable

• Proven people management skills, including of virtual teams, ideally with service delivery teams

• Good understanding of Knowledge strategy and driving the implementation of knowledge services and best practice in a professional services environment

• Proven ability to effect behavioural change across an organization and drive adoption of new services and business processes

• Experience in managing customer feedback and appreciation of excellent customer experience

• Substantial experience in managing legal content

• Comfortable working within a large and complex, matrixed environment with multiple stakeholders and interest groups as well as managing virtual teams

• Able to understand complex, matrixed, and varied business areas and their priorities

• Strong project management skills to enable the management of day-to-day responsibilities as well as specific projects, coupled with the ability to leverage available resources

• Strong technical skills, ideally including experience in Knowledge Management solutions such as content management and enterprise search to support effective knowledge sharing. Keen interest in technology-driven innovation in the legal industry

• Able to work well with others and to build strong relationships with multiple stakeholders quickly; Experience in facilitating stakeholder groups

• An outstanding communicator who can deal confidently, tactfully, and appropriately with people at all levels of the organization; Credible and persuasive

• Able to make effective, accurate decisions and judgment calls, including when to escalate issues, and to solve problems creatively and proactively

• Willing to be flexible with working hours given the global nature of the business and the fact that many customers and teams will be in different time zones