Workplace Service Owner

Linklaters•New York, NY

20h•$104,000 - $156,000

About The Position

As Workplace Service Owner, you will own the day-to-day delivery, performance, and continual improvement of critical workplace technology services that underpin all other technology services at Linklaters. Your focus will be on the workplace technology that our partners, lawyers and business teams staff use on a day-to-day basis, including desktops, laptops, peripherals, printing, workplace management applications, physical security, standard operating environments, and core applications. You will be responsible for ensuring they are reliable, secure, and aligned with user needs. Specifically, you will: Facilitate and where appropriate provide Level 2 support and timely resolution of escalations for all core workplace systems, acting as a trusted escalation point for issues impacting Linklaters teams. Implement and manage service roadmaps for workplace systems, translating the strategic vision set by the Head of Workplace & Collaboration and senior stakeholders into operational objectives and enhancements. Work proactively with Product Owners to ensure service delivery is fully aligned with development priorities and timelines, enabling the rapid introduction of new features, regulatory updates, and innovations. Facilitate regular meetings with Product Owners, business representatives, and users to review service performance, gather feedback, and identify opportunities for enhancements. Act as the primary contact for all operational, process, and performance aspects of the firm’s workplace systems, ensuring prompt, effective responses to business needs. Monitor and analyse service performance and reliability using metrics and logging tools, with a strong emphasis on the availability and user experience of workplace-critical systems and applications. Identify and mitigate risks associated with workplace systems, proactively addressing any operational, data integrity, or compliance issues that could disrupt the platforms. Ensure workplace systems comply with relevant internal policies, professional standards, and legal and regulatory requirements. Use analytics, feedback, and service health insights to continuously improve efficiency, usability, and business value of workplace systems. Drive root cause analysis and problem management to resolve and prevent recurring issues within the workplace environment. Plan for capacity and demand, ensuring the workplace systems can adapt seamlessly to evolving expectations, new service offerings, and growth.

Requirements

Proven experience managing or delivering workplace technology services in complex, multinational or professional services environments.
Solid understanding of both digital and physical workplace solutions, including workplace technology (for example, Laptops, desktops, printing, standard operating environments), office management systems (for example, building management solutions, physical security systems), core applications (for example, M365, Windows 11)
Experience handling Level 2 service escalations, with well-developed problem-solving and troubleshooting abilities.
Strong stakeholder management skills, with a track record of effectively engaging product owners, end users, and cross-functional support teams.
Demonstrated ability to use and interpret service performance metrics to drive continuous improvement and inform decision-making.
Knowledge of relevant internal policy and external regulatory frameworks in areas such as health and safety and data privacy, with a strong commitment to compliance.
Experience planning for workplace capacity and adapting services to meet changing patterns of demand, including support for hybrid and remote working environments.
Excellent organizational and communication skills, capable of coordinating meetings, documenting outcomes, and ensuring actions are followed up.
Proactive approach to risk identification and mitigation, able to foresee and address potential operational and technical challenges.
Commitment to high service standards, inclusivity, and fostering a positive, innovative team culture aligned with Linklaters’ values.

Responsibilities

Facilitate and where appropriate provide Level 2 support and timely resolution of escalations for all core workplace systems, acting as a trusted escalation point for issues impacting Linklaters teams.
Implement and manage service roadmaps for workplace systems, translating the strategic vision set by the Head of Workplace & Collaboration and senior stakeholders into operational objectives and enhancements.
Work proactively with Product Owners to ensure service delivery is fully aligned with development priorities and timelines, enabling the rapid introduction of new features, regulatory updates, and innovations.
Facilitate regular meetings with Product Owners, business representatives, and users to review service performance, gather feedback, and identify opportunities for enhancements.
Act as the primary contact for all operational, process, and performance aspects of the firm’s workplace systems, ensuring prompt, effective responses to business needs.
Monitor and analyse service performance and reliability using metrics and logging tools, with a strong emphasis on the availability and user experience of workplace-critical systems and applications.
Identify and mitigate risks associated with workplace systems, proactively addressing any operational, data integrity, or compliance issues that could disrupt the platforms.
Ensure workplace systems comply with relevant internal policies, professional standards, and legal and regulatory requirements.
Use analytics, feedback, and service health insights to continuously improve efficiency, usability, and business value of workplace systems.
Drive root cause analysis and problem management to resolve and prevent recurring issues within the workplace environment.
Plan for capacity and demand, ensuring the workplace systems can adapt seamlessly to evolving expectations, new service offerings, and growth.