Manager, Service Delivery
By centralizing these critical functions, the center ensures consistency and quality in service delivery while reducing operational costs. Through its integrated approach, our Global Operating Center enables the Firm to focus on its core legal services, drive global growth and maintain high standards of client service across all offices.
Position Summary
The Manager, Service Delivery provides operational direction in ensuring that the Employee Services team effectively manage the end-to-end employee life cycle processes to the People Advisory teams, COEs and to the employees. The role is also responsible in overseeing integrated processes from other HROD teams and Aligned People Operations teams to ensure process continuity and effective HR services delivery.It is expected that this role is leading the development and implementation of tactical plans aligned to the overall strategy of the HROD teams and wider HR Operations team.
In partnership with other relevant parties in the People Function, it is expected that this role builds partnership with other HROD Managers in strengthening the overall service delivery of HROD team.
The Manager, Service Delivery is responsible for representing the HROD in various cross-functional activities and initiatives involving HR Operations Delivery and ensuring that decisions are made and communicated, as appropriate.
Duties and Accountabilities
To perform this job successfully, an individual must be able to perform each essential duty listed below. These requirements are representative of the knowledge, skill and ability required for the position.
Operations Management- Lead the end-to-end delivery of centralized HR services, including HR general query resolution and HR administrative processing, executed through ServiceNow, Workday and other authorized HR systems in accordance with Firm policies and guidelines.
- Manage the HR service delivery team responsible for transactional processing, case management and accurate maintenance of employee data, ensuring consistent, timely and high quality responses to HR queries raised by employees, managers and HR stakeholders.
- Own the intake, migration and stabilization of new work and services into the HROD Employee Services team, including defining scope, service levels, processes, workflows and capacity requirements, and ensuring these are effectively supported in ServiceNow and Workday.
- Collaborate with HR Centers of Expertise and HR Aligned Operations to design, standardize and continuously improve HR processes, knowledge articles and workflows to enable efficient self-service and case resolution in ServiceNow and accurate execution of HR transactions in Workday.
- Implement, monitor and optimize service SLAs, KPIs and quality metrics for HR query handling and HR administration, leveraging ServiceNow and Workday reporting to identify trends, pain points, root causes and opportunities for process and service improvement.
- Handle escalations, complaints and complex cases, ensuring fair, confidential and timely resolution and using feedback to drive improvements in process, communication and system usage.
- Promote strong communication and alignment with stakeholders and local management to ensure clarity of roles, expectations and service scope, and to support global consistency in HR service delivery.
- Maintain broad HR operational knowledge across general HR processes and familiarity with other HROD services such as recruitment, benefits, learning and development, performance management and HRIS, with a clear understanding of how these are enabled in ServiceNow and Workday.
- Plan and manage team workload, case allocation and scheduling to ensure service continuity across time zones and peak periods, including succession planning and readiness of team members for expanded responsibilities.
- Drive the development of team members through structured coaching, mentoring and feedback, setting clear performance objectives related to service quality, SLA achievement, process compliance and effective use of ServiceNow and Workday.
- Design and coordinate training and upskilling programs that build HR process expertise, customer service skills and systems proficiency, supporting career progression within the stream.
- Foster a positive, collaborative and high performing team culture that emphasizes accountability, service excellence, continuous improvement and adherence to Firm values and policies.
- Manage performance evaluations, employee relations, conflict resolution, staffing and disciplinary matters within the team, ensuring alignment with Firm policies and local legal requirements.
- Bachelor's/College Degree
- Minimum of 3 to 5 years of progressive work experience in HR service delivery or related functions, with a minimum of 3 years of supervisory experience
- Comprehensive knowledge of captive shared service operations and centralized HR administration models
- Strong operations and change management skills, including experience in designing, redesigning and implementing procedures and processes, preferably in an HR shared service or HR operations environment using platforms such as ServiceNow and Workday
- Excellent communication skills – written and verbal – and ability to work at all levels
- Strong hands-on experience with ServiceNow, Workday and other Enterprise HR System.
- Amenable to work in rotating shifts (APAC, EMEA and Americas time zones), Hybrid set-up
- Strong global mindset, experience working in a shared services industry
- High emotional intelligence and ability to understand and navigate a professional services partnership with diverse stakeholders at all levels
- Persuasive and able to manage multiple areas and changing priorities in a fast-paced environment to achieve a way forward
- Able to drive change and transformation
- Solid communication and relationship management skills
- Strong organizational skills and ability to handle multiple tasks and meet deadlines
- Client service oriented, collaborative, committed to excellence
- Self-motivated and achievement oriented
- This is an Exempt role based in Manila
- This role reports to Senior Manager, HR Operations Delivery
This role reports to
Senior Manager - Human Resource Shared Services
Equal Opportunities
White & Case is committed to creating a fair workplace. It is our Firm’s policy to recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by applicable law.
If you require assistance and/or adjustment to participate in our application and/or interview process, please email us. We will be happy to work with you.
The Firm may modify and amend any job description at any time in its sole discretion. Nothing herein creates a contract of employment or otherwise modifies the at-will nature of employment.
The above is only a general description of the essential duties associated with this position and does not represent an exhaustive or comprehensive list of all duties.
Note to Recruitment Agencies
Our internal Recruitment team manages all aspects of lateral hiring. All agencies must have signed terms of business—specific to the relevant office—before submitting any candidates. CVs or applications sent directly to White & Case partners or employees will also not be considered formal introductions.If you have questions, please contact the relevant Recruitment team. We work with our preferred suppliers when engaging agencies.