Intranet Services Assistant Manager  

The Intranet Services Assistant Manager is responsible for the service delivery and people management aspect of Intranet Services which encompasses the maintenance of the intranet, extranet, and information services functions at the Firm. He/she will also be the liaison between the global stakeholders/users of the service and the Manila-based team that supports the functions 24/5, working closely with the team’s Connect Services Supervisor. The Intranet Services Assistant Manager will ensure that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are in place. He/she will serve as an adviser and mentor to the team members, making sure that each individual is on track with his/her training and professional development needs. This role requires a good grasp of the business priorities and strategic goals of the Knowledge Department which will allow him/her to steer the team and service into the right direction. The candidate should be comfortable in a multi-faceted, fast-paced, constantly evolving, high-performance environment.

As a Connect Services Assistant Manager, you will:

• Report to and work with global stakeholders (i.e. intranet/extranet product owners) to ensure service goals are met and strategies are executed
• Ensure regular reports are in place for relevant audiences (either stakeholders or internal clients) to communicate relevant team activities and track projects
• Place KPIs and SLAs where appropriate
• Manage expectations of stakeholders and internal clients
• Establish relationships and collaborate with relevant teams across the Firm network
• Understand and promote the team’s services and platforms to different groups/levels in the Firm
• Refine/establish Business Continuity Plan (BCP) for each service/process
• Own performance management process and professional development
• Help drive organization’s employee retention goals and objectives
• Help shape long-term team strategies that align with global Knowledge goals

For you to be successful in this role, you will need:

• Around 3 to 4 years’ experience in relevant field in a leadership position
• Strong written and communication/presentation skills and ability to exchange information and to present ideas, report facts and convey information clearly and concisely
• Ability to understand complex business & system processes and clearly articulate and present business requirements
• Excellent analytical, logical, and organizational skills. A strategic and curious thinker with proven analytical and problem solving skills who can see the "big picture" and focus on outcomes
• Strong project management skills, client service skills, planning/organizational skills
• Experience with web/publishing platform and/or knowledge base applications is a big plus