Requisition Number: 2021-12-01530-0174-001
Job Title: Shared Services Center Relationship Manager
City: New York
State: NY
Shift: Monday-Friday; 9:00 am - 6:00 pm
Hours: 40

Simpson Thacher & Bartlett LLP is one of the world’s leading international law firms. The Firm was established in 1884 and has more than 1,000 lawyers. Headquartered in New York with offices in Beijing, Brussels, Hong Kong, Houston, London, Los Angeles, Palo Alto, São Paulo, Tokyo and Washington, D.C., the Firm provides coordinated legal advice and transactional capability to clients around the globe. Cross-border finance, banking and bank regulation, mergers and acquisitions, securities issuance and regulation, project and asset based finance, real estate, asset management, joint ventures, taxation, litigation and dispute resolution are important aspects of the Firm’s practice.

Shared Services Center Relationship Manager

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Description/Job Summary

The Shared Services Center Relationship Manager will act as the US-based co-leader of the Shared Services Center (SSC), still in development. This position will help identify services to be delivered by the SSC, develop and implement KPIs, tools and mechanisms for the SSC and its internal clients, promote adoption of the SSC services, and identify areas for growth.  This position will act as the liaison between clients of the shared services and those delivering the services, working hand-in-hand with the global shared services leaders to satisfy existing client needs and implement new services.

This position reports to and works closely with the Director of Practice Innovation and collaborates with the Manila-based services leaders and teams, and stakeholders within the various business services within the Firm, to transfer services to the SSC, set KPIs, understand the quality of work delivered, identify opportunity areas in the process or method of delivery of services, and design and implement solutions to improve not only the services delivered, but the relationship with internal clients.


  • Co-lead the creation and launch of a global SSC alongside the Manila-based Managing Director of the SSC
  • Co-develop and monitor operational metrics to assess the shared services work
  • Lead an awareness program and promote adoption of the SSC to internal lawyers (all practice groups) and operations staff
  • Co-develop and monitor key performance indicators for the processes performed at the shared services
  • Co-develop and monitor a balance scorecard for the shared services with the intention to be shared with key leadership
  • Identify tools or systems that will allow the balance scorecard automation
  • Develop and maintain relationships with the Knowledge Department leadership and team, as well as with internal customers and shared services teams
  • Serve as liaison between internal customers and shared services teams
  • Research and recommend leading practices for performance management at the center
  • Develop a governance mechanism for the shared services and its internal clients
  • Establish and implement a program to assess and provide feedback to the shared services team
  • Serve as the escalation mechanism and leader to spot and solve issues between shared services and its internal customers
  • Identify and implement strategies for change management across the firm
  • Research and develop a branding strategy for the shared services
  • Identify opportunities for growth and co-lead the development of teams and services to meet new needs
    • Expand into new practice groups and / or office locations
    • Oversee hiring, documentation building, training, and launch of new services

Required Education

  • Bachelor’s degree

Preferred Education

  • Master’s degree or Juris Doctor / LLM – preferred

Required Qualifications

  • A minimum of seven years of increasingly responsible, directly related experience during which the necessary knowledge, skills and abilities were attained is required. 
  • Strong project management skills.
    • Ability to organize and prioritize work to meet own deadlines in a fast-paced environment
    • Proficiency designing, implementing, and managing large scale projects across multiple teams in multiple time zones
    • Proficiency or familiarity with quality control  or quality assurance measures
    • Familiarity with six sigma desired but not required
  • Familiarity with legal technology, legal innovation, legal project management and/or process
  • Superior communication skills, both oral and written, and ability to make effective presentations to small and/or large groups of internal and external participants
  • Ability to work effectively both independently and with others in a cooperative and collaborative manner
  • Ability to provide excellent quality client service to both internal and external contacts. 
  • Advanced knowledge of Microsoft Office Suite and capable of producing quality written communications such as presentations, spreadsheets, slides and other standard work documents
  • Demonstrated ability to build strong working relationships across all levels of the organization and work effectively both independently and with others in a cooperative, enthusiastic, and friendly manner to accomplish position functions and participate in team efforts

Preferred Qualifications

  • Law firm experience preferred
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Simpson Thacher & Bartlett is committed to a collegial work environment in which all individuals are treated with respect and dignity. The Firm prohibits discrimination or harassment based upon race, color, religion, gender, age, national origin, citizenship status, disability, marital or partnership status, sexual orientation, protected veteran’s status or any other legally protected status. “Gender” includes actual or perceived sex, a person’s gender identity, self-image, appearance, behavior or expression, whether or not that gender identity, self-image, appearance, behavior or expression is different from that traditionally associated with the legal sex assigned to that person at birth. This Policy pertains to every aspect of an individual’s relationship with the Firm, including but not limited to recruitment, hiring, compensation, benefits, training and development, promotion, transfer, discipline, termination, and all other privileges, terms and conditions of employment.