ARC Service Delivery Manager

About Us:

Ballard Spahr is a renowned national law firm with more than 750 lawyers across 18 offices in the United States. A career at Ballard Spahr offers a diverse group of mentors, colleagues, and friends, and strong leadership that provides support and encouragement for career growth.

Are you ready to make an impact? We're looking for a dynamic professional to join our team and drive meaningful change across the organization.

The ARC Service Delivery Manager (SDM) at Ballard Spahr serves as a pivotal leader, influencer, and guide to the firm's administrative professionals. Reporting to the Assistant Director of the ARC, the SDM oversees departmental operations and ensures their impact aligns with organizational goals. Responsibilities include addressing issues and concerns, troubleshooting, spearheading system repairs and maintenance, and implementing corrective measures. The role also encompasses clerical and operational duties such as producing progress reports and presentations, maintaining data and records, managing budgets and expenditures, setting goals, assessing workforce performance, and meeting deadlines. Additionally, the SDM supports administrative functions including training, onboarding, and professional development when applicable.

This position is remote for candidates located in states where Ballard Spahr has a presence, with the expectation of onsite attendance as needed. Preference will be given to candidates who are able to work onsite in the Philadelphia office.

Why Join Us?

• Innovative Work Environment: Become part of a forward-thinking firm that enjoys substantial support and visibility from the firm's executive leadership.

• Professional Development: Take advantage of continuous learning opportunities and avenues for career growth.

• Inclusion: Join a Business Resource Group and share cultural, experiential, or job-related interests, experiences, and/or backgrounds.

• Impactful Contributions: Play a pivotal role in developing industry-leading solutions that make a significant difference in legal practice and client service.

Your Role:

As a Service Delivery Manager within the ARC team, you will:

• Lead and Influence Others: Adept in coaching, mentoring, and guiding others to higher productivity. Contributes to motivating others towards making impactful contributions.

• Problem Solving: Highly skilled in recognizing the nature and urgency of problems, proactively approaching resolution with appropriate speed and efficiency, seeking support and context when needed to achieve optimal outcomes.

• Oral and Written Communication: Demonstrated expertise in delivering high-quality oral and written communication tailored to diverse audiences, ensuring clarity without compromising on standards. Fosters effective collaboration and openness to feedback, enhancing overall business effectiveness.

• Monitor and manage administrative aspects of user, document, and departmental support functions to ensure optimal service.

• Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary.

• Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews.

What We're Looking For:

• Growth Mindset: Self-motivated with a passion for continuous learning and problem-solving.

• Communication: Strong verbal and written communication abilities.

• Detail-Oriented: Keen attention to detail with the ability to manage multiple priorities and deadlines independently.

Required Experience:

The ideal candidate will bring proven, at least 5 years of experience in a law firm office operations environment and demonstrate proficiency in leading both onsite and virtual teams. They will have a strong background in managing thirdparty service providers and operating effectively within inclusive, largescale environments. Exceptional resource planning and problemsolving skills are essential, along with indepth knowledge of escalation procedures, incident management, and service delivery disciplines. Candidates should possess mastery of core computer skills, with prior experience using legalspecific software such as AIA, WorkShare, Litera ChangePro, BigHand, or ServiceNow preferred. Success in this role requires expertise in people management, the ability to train and mentor junior team members, and prior experience working in a principal or home office of a law firm or similar legal environment. Flexibility to travel to satellite offices during periods of complex change or growth, as well as a commitment to regular, predictable attendance and occasional extended hours, are also key requirements.

The salary range for this position is from $95,000- $120,000, which reflects the Firm's good faith and reasonable estimate of possible compensation at the time of posting. Actual pay will depend on several factors such as the candidate's experience, qualifications, and location.

Ballard Spahr offers an excellent benefits package. A summary of available benefits can be found here in the Careers section of the firm's website.

Ready to Grow with Us?

If you are ready to play a vital role in the Firm's success, we encourage you to apply and be a part of our commitment to excellence.

At Ballard Spahr, we believe that our skills, perspectives, and backgrounds drive innovation and excellence, while our unique culture fosters collaboration and success. Our culture of thriving together forms the cornerstone of how we deliver exceptional service and position our firm for a strong future. We welcome and encourage applicants from all backgrounds to apply.

Ballard Spahr is an equal opportunity employer. We offer equal consideration to all qualified applicants, regardless of race, ethnicity, religion, age, national origin, handicap or disability, citizenship, sex, pregnancy, childbirth or related medical condition, sexual orientation, gender identity and expression, transgender status, sex stereotyping, genetic information, ancestry, veteran status or any other category protected by applicable law.

The firm is not accepting resumes from search firms for this position.