Service Manager, Randstad

Service Manager

Randstad

Location:

India, Bengaluru

Category:

Customer Service

Contract Type:

Not provided

Salary:

Not provided

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Job Description:

This role is responsible for leading the Managed Services team while coordinating and aligning the teams and processes for consistent global service delivery. Enhancing practice value proposition, developing eDiscovery capabilities, planning resources, mentoring team members, and ensuring compliance.

Job Responsibility:

Lead the Managed Services team while coordinating and aligning the teams and processes for consistent global service delivery
Advise functional teams on how to optimally align features and workflows within the context of case-specific constraints
Establish best practices to achieve desired outcomes
Enhance practice value proposition and provide end-to-end solutions
Build capabilities to fill proposition gaps
Develop eDiscovery capabilities for processing and project management
Implement technology and tools to ensure agility, scalability, risk management, and reporting
Plan and organize resources to achieve project goals and institutionalize program management for evolving technology, business operations, and standards
Leading practice growth by enhancing client experience
Work with Business Head to build proposals, cost estimates, and case studies
Respond to RFPs & RFIs and conduct client relationship management activities
Delivery Management
Develop solutions, strategies, and workflows for unique project complexities
Coordinate deliveries with the functional team to achieve agreed SLA with clients
Troubleshoot eDiscovery software issues and coordinate custom development work
Identify and implement process improvements and automation to increase operational efficiency and quality
Investigate and resolve project complaints and facilitate solutions
Provide periodic status updates and dashboards to customers
Ensure client budgets and forecasts alignment
Mentor, lead, and delegate tasks to team members for professional development
Develop project-specific skill standards
Drive active training, leadership development, and mentoring programs
Ensure readiness of trained and certified resources
Achieve industry-standard certifications
Ramp up capabilities to manage unpredictable work volumes through diverse resource networks
Ensure compliance with laws and regulations

Requirements:

Bachelor’s degree
Relativity Master or Expert Certification
Prefer candidates with onsite experience
10-12 years of eDiscovery experience in a law firm or ALSP, including Electronic Discovery Reference Model, (EDRM), technology, global legal framework, and competitive landscape
Managed team of c.30-40 analysts/leads
Understanding of the US/ UK legal system
Experience of setting/ scaling up an eDiscovery team in a fast-growing company striving toward market leadership in an evolving marketplace
Successful tracking record of managing engagements of all sizes and durations
Deep understanding and experience of legal technology software (like Relativity, RelOne, Nuix, IPRO, Viewpoint, Venio, Ringtail, SaaS based platforms, proprietary solutions) and integrated systems
Frontend eDiscovery tools
eDiscovery databases like SQL
Demonstrate ability to develop business with new and existing clients
Must exhibit strong technical writing skills, maintain client confidentiality, ability to analyse information and communicate processes and excellent follow-up skills

Additional Information:

Job Posted:

April 03, 2025

Expiration:

May 24, 2025

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