Perkins Coie LLP has an immediate opening for a Director of Enterprise Operations. This position is responsible for leading the strategic direction, adoption, efficiency, and effectiveness of software and productivity services that support enterprise business operations. This role partners with administrative department directors to execute on their digital strategy while ensuring a holistic system approach to maintain a modern, scalable, and agile environment.
The Director will lead and develop our high performing teams that deliver IT services to legal practice operations, enterprise line of business services, and IT operations. The position is responsible for the success of productivity-related services, which include desktop and cloud applications. These teams are tasked with collaboratively sustaining and extending the firms digital strategy with internal business lines and partnering with other IT departments to align and inform overall execution.
This position is available in the following markets: - Dallas, TX - Chicago, IL - Seattle, WA - San Francisco, CA - Austin, TX - Phoenix, AZ
The Director of Enterprise Operations will be responsible for:
Enterprise Systems—The teams that support the system architecture, delivery and management of enterprise software and workflow systems utilized by line of business departments: Finance, Human Resources, Marketing, Practice Operations, Business Operations, and IT Service Operations.
Cloud Services Management—Support the management, technical support and integration onboarding and offboarding processes, and user support of Cloud SaaS/PaaS solutions to ensure we are meeting legal requirements for account management and fully utilizing subscriptions.
Productivity Solutions—Align software services with business strategy and customer needs, manage the software application lifecycle, including deployment and quality assurance processes. Ensure successful adoption and utilization goals are met and IT customer support teams can successfully serve customer needs.
Team Leadership: Identify and implement strategies and initiatives that will improve how IT Enterprise Operations interacts with and supports internal customers. Establish and maintain positive working relationships with firm leadership, peers and end-users. Develop and empower teams and managers to implement short- and long-term plans and processes in support of the firm’s strategy. Ensure effective thought leadership in the area in service excellence and technology enabled business services.
Supervisory/Organizational Control: Works with Technology Department leadership to drive IT strategy and deliver exceptional customer experiences. Works with the managers and leadership to evaluate work plans, policies, procedures and broad organizational goals and suggest improvements and collaborates with others to generate ideas and improve processes. Provides key input regarding department organizational structure, hiring, terminations and other personnel related issues. Responsible for employee performance evaluations during the annual Focal Review process. Reviews metrics for teams and participates in ticket reviews to ensure quality service and accurate information is provided to users as well as seeking constant improvements in process, recognizing trends and innovating long term solutions.
Project Support: Initiates, supports and directs Enterprise Operations projects and represents the Enterprise Operations in departmental project planning meetings. Works with other firm-wide project teams to develop and implement success metrics and measures to gauge effectiveness and evaluate outcomes from a customer perspective.
Communication: Responsible for communicating with stakeholders and customers across the firm to promote the exchange of information and support ongoing change management efforts. Build strategic alliances with our business partners to help develop digital strategies and roadmaps that align business unit outcomes to our IT and firm strategies.
Other: Stay current with internal and external developments in technology, best practices for modern IT operations that deliver scale and agility, and market trends impacting business units that should inform digital strategy. Position may require travel up to 5 days a month.
Ability to communicate effectively both orally and in writing with all levels of firm personnel, including C-Suite, Firm Leadership, Client Leads, and Practice Group Chairs. Ability to effectively listen and respond to customer’s requests and needs.
Customer service and interpersonal skills
A deep and broad understanding of creating an exceptional service experiences, identifying opportunities for improvement and subsequent implementation of plan. Ability to establish and facilitate effective working relationships with all levels of firm personnel with varied personalities. Maintain a professional demeanor under stressful conditions. Proven ability in leading, coaching and mentoring employees. Ability to gain an in-depth knowledge of customer business needs and workflow. Ability to navigate departmental and Firm organizational structures in order to understand issues and negotiate resolution.
Problem solving skills
Strong agile and traditional project management skills with the ability to manage and implement strategies rapidly. Works well under pressure and adapts to a changing environment. Takes ownership of issues and follow-up on the status from inception to completion; demonstrated ability to make decisions and resolve issues. Ability to identify relevant concerns, factors, patterns, tendencies and relationships to formulate logical and objective conclusions and recognize alternatives or develop logical plans to address user needs. Ability to take analytical findings and convert them into actionable process changes. Ability to understand business drivers in order to map process solution design.
Delegation and responsibility
Must be able to manage multiple priorities under tight deadlines.
Must be able to effectively assign responsibilities to team members to maximize resources, and track those delegated actions to completion.
Ability to prepare and manage to a departmental budget.
Education & Experience: Requires a minimum of 3 years management leadership or equivalent in technology or professional services. An Associate's, Bachelor’s degree or equivalent experience required. MBA and/or work experience enabling business strategy preferred. Law firm or professional services experience preferred.