Dallas - Managing Director, IS Operations and Strategy

ABOUT US

For Business Professionals, Winston & Strawn presents an exciting opportunity to be a part of a leading global law firm. With our commitment to excellence, diversity, a collaborative work environment, and an emphasis on professional growth, Winston offers a platform for individuals seeking to advance their careers in a dynamic and rewarding environment. Winston is known for its collaborative and collegial culture. We believe teamwork is an essential component in providing high-quality legal services and we value the talents and skills of our entire business professional team.

POSITION SUMMARY:

The Managing Director, IS Operations and Strategy is a strategic leadership role responsible for managing and supporting the firm's IS team's operational responsibilities and delivery of Tier 1 services. This role is responsible for overseeing and directing the department's budget, contract management, and the firm's service desk function (Tier 1 service delivery). This individual will be a key driver in operationalizing the firm's strategy through IS, delivering value and innovation across the firm's legal practices, ensuring best-in-class Tier 1 support for lawyers and business professionals, and managing the department efficiently and within budget.

The Managing Director, IS Operations and Strategy will report directly to the Chief Information Officer (CIO) and will work closely with firm executive leadership, IS and administrative leadership, and practice group leadership to identify opportunities, develop and implement strategic initiatives, and ensure the effective provisioning of and access to best-in-class Tier 1 support and innovative technology solutions across the firm.

DUTIES AND RESPONSIBILITIES:

Tier 1 Global Support

• Develop, own and execute a strategic vision for the firm's Tier 1 user support services, ensuring alignment with overall firm goals.
• Responsible for day-to-day Service Desk operations, ensuring timely resolution of incidents and requests.
• Monitor and report on KPIs, SLAs and service performance metrics; continuously identify avenues for improved service and innovation in delivery of service.
• Lead user support automation and self-service initiatives to improve efficiency and reduce ticket volume and time to resolution.
• Ensure integration of Service Desk with other IT operations and support functions.
• Serve as an executive thought leader in service delivery, representing the firm in industry discussions and client engagements on the future of legal services.
• Foster a culture of innovation, collaboration, and continuous improvement across all technology and client service teams.
  

IS Operations

• Develop and implement procurement policies, procedures, and best practices.
• Own and lead strategic sourcing initiatives to achieve cost savings and supplier performance improvements.
• Manage vendor selection, contract negotiation, and supplier relationship management.
• Oversee technology contract lifecycle management.
• Ensure compliance with regulatory requirements and internal controls.
• Oversee annual budgeting process and long-term financial planning for IT and technology functions across administrative and legal departments.
• Monitor and report on budget performance, variances, and forecasts.
• Collaborate with department heads to align budgets with strategic priorities.
• Identify opportunities for cost optimization and resource allocation efficiency.
• Work with IT and business units to maintain a roadmap for currency and innovative use of new platforms and methodologies, and to plan and budget for same.

Team Management and Development

• Provide strategic direction, mentorship, and performance management to the Tier 1 and IT Operations teams.
• Build and maintain high-performing teams, ensuring appropriate staffing, training, and professional development.
• Promote collaboration and knowledge sharing across teams and with other departments.

Stakeholder Engagement

• Serve as a trusted advisor to firm executive leadership, administrative leadership, and practice group leadership on technical services and support.
• Collaborate with attorneys and business professionals to understand their needs and challenges and to identify support solutions that address their requirements.
• Build and maintain strong relationships with external vendors and technology partners.
• Present to executive leadership and practice leadership on legal technology roadmaps, progress, and financial implications.

Financial and Resource Management

• Develop and manage the budget for the IS Operations and Strategy group, ensuring efficient allocation of resources.
• Evaluate the ROI of technology investments and make recommendations for future initiatives.
• Negotiate contracts with vendors and manage vendor relationships.

BASIC QUALIFICATIONS:

• Bachelor's degree in business, computer science, communications, a related field required; an advanced degree (MBA, or MS) preferred.
• 10+ years of experience in a leadership role within project management or operations required, preferably within a law firm or professional services environment.
• Must live within a commutable distance to the firm office with the ability to come into the office 3-4 days per week.

ADDITIONAL QUALIFICATIONS:

• Proven experience budgeting for and leading large-scale technology organizations and support initiatives.
• Proven track record of successfully leading technology teams and driving innovation.
• Strong understanding of legal industry technology trends and best practices.
• Excellent communication, presentation, and interpersonal skills.
• Ability to build and maintain strong relationships with stakeholders at all levels.
• Strong analytical and problem-solving skills.
• Experience managing budgets and vendor relationships.
• Experience with contract lifecycle management.
• Proven track record of successfully managing work under the ITSM framework.

COMPETENCIES:

• Strong knowledge of legal technology solutions, service delivery in the legal vertical; and exceptional financial and business acumen.
• Exceptional leadership, team management, and interpersonal skills.
• Deep understanding of law firm operations, legal practice workflows, and client service needs.
• Ability to translate business objectives into actionable technology service strategies.
• Strong stakeholder management skills, with the ability to engage and influence senior leadership and attorneys.
• Strong vendor management skills, with the ability to engage company leadership and influence roadmap decisions where applicable.
• Excellent problem-solving, project management, and change management skills.
• Demonstrated ability to manage budgets and allocate resources effectively.
• Strong communication and presentation skills, with the ability to convey service and support concepts to non-technical stakeholders.