Service Owner

Orrick Herrington & Sutcliffe LLP•Any US Office, UNAVAILABLE

4d•Remote

About The Position

Orrick currently has an excellent opportunity for a Service Owner. This position could be based in any of our U.S. offices and consideration given for 100% remote US locations. Service Owners determine and oversee delivery of the strategy and roadmap for service offerings that will achieve our internal customers’ outcomes and their organization’s financial objectives. The service owner is effectively the “voice of the client” in the offering, acting in many ways like a product manager might in a software or hardware company. Their responsibilities include discovery, synthesis and prioritization of client objectives and market challenges so that they can generate potential solutions to meeting those objectives and challenges. They continuously use data to empower decision making and inform product direction in ways that build positive business outcomes for the organization and their clients. The service offering manager is a key player who effectively integrates, motivates and builds relationships with and between team members, key stakeholders, clients, executives and other individuals or organizations involved with the end-to-end offering life cycle. Service offering managers set priorities, guide and support development and operational activities. They also provide direction and oversight to service and product teams through ongoing client interaction; frequent collaboration with service delivery, account management, sales and development teams; and engagement with other business stakeholders.

Requirements

Bachelor’s degree (or equivalent years of experience).
Six plus years of product management or related experience.
Background in legal is preferred.
Strong interpersonal skills; ability to build strong relationships and collaboration across diverse and matrixed stakeholders and clients.
Ability to facilitate difficult discussions, prioritize competing interests, and manage both strategic and tactical interests.
Ability to surface, prioritize and balance multiple stakeholder priorities.
Experience with design thinking principles and client experience design.
A high degree of empathy; an ability to align and relate to clients.
Ability to juggle multiple priorities and make things happen in a fast-paced, dynamic environment.
Excellent problem solving and analytical skills, including experience leveraging data to inform decision making and assist in solving engineering problems.
Expertise in strategic thinking, forward-looking risk management and strong business acumen.
Domain expertise in the applicable industry vertical business processes or industry applications.
Strong experience in researching and understanding both market and client needs.
Demonstrated success in defining and building service offerings.
Demonstrated ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing.
Strong project management skills to manage multiple projects and deadlines simultaneously.
Flexibility and demonstrated experience with change management practices and protocols.
Demonstrated experience incubating and commercializing new ideas.

Responsibilities

Lead service offering strategy, planning and life cycle management efforts to support the ongoing evolution and innovation of the service offering.
Establish service offering roadmaps and release plans that satisfy requirements and achieve client outcomes.
Develop a deep understanding of business goals and processes to inform service offering priorities and improvement recommendations.
Socialize the service offering strategy and scope of engagement to ensure a common understanding among internal and external stakeholders.
Monitor business, market and technology trends and competitive intelligence to drive strategy and proactively propose new solutions.
Survey the AI landscape, map breakthroughs to new areas of the service offering that can be automated and evaluate cost of that automation versus continuing with human efforts.
Contribute to translating desired business outcomes into actionable service offering and technical requirements.
Continuously monitor and evaluate service offering performance, including incident and usage metrics, to monitor service offering health and make maintain/refresh/retirement recommendations and decisions
Define, track and communicate relevant KPIs for the service offering to measure performance and contribution to business goals and strategy.
Proactively support the identification and resolution of blockers (including technical and resourcing) in order to achieve service offering business objectives.
Manage investment decision making and finances for the service offering, taking a return-on-investment approach to increasing the value while minimizing service offering costs.