Service Delivery Analyst

TN United Kingdom; London; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Service Delivery Analyst to join their dynamic Office Operations team in London. This role involves supporting business analysis and project coordination, focusing on various service areas such as Document Services and Translations. You will play a crucial role in enhancing service delivery standards and ensuring that the diverse needs of the firm are met. With a commitment to excellence and a collaborative environment, this position offers the opportunity to work closely with partners and business leaders while contributing to innovative solutions in a global setting.

Benefits

Private medical insurance

Pension plan with matched employer contribution

Yearly wellbeing fund

Income protection

Holiday purchase

Life insurance

Critical Illness insurance

Private GP services

Travel insurance

Cycle to work

Qualifications

• 2+ years in a data or analyst role.
• Proficient in Microsoft Excel for analysis and reporting.
• Strong communication skills for stakeholder engagement.

Responsibilities

• Analyze service volumes and quality to support global operations.
• Provide insights on data trends impacting service delivery.
• Collaborate with teams to improve service delivery methods.

Skills

Data Analysis

Microsoft Excel

Communication Skills

Organizational Skills

Project Management

Business Intelligence

Cross-Cultural Experience

Education

Bachelor's Degree

Tools

Microsoft Office

Job description

Service Delivery Analyst

Join our dynamic Office Operations team! With over 800 roles supporting a global firm of 5,000+ professionals, we excel in office management, guest services, facilities, and more.

Led by regional COOs for the Americas, EMEA, and Asia-Pacific, our Global Office Operations team ensures exceptional service delivery, sustainability, and security for our people worldwide.

As the Service Delivery Analyst within the Global Operations team, you will support the function through business analysis and project coordination, focusing on Document Services, Translations, Travel Services, and Print Standards. You will contribute to service delivery standards and development, with success measured by excellence and meeting the diverse needs of the Firm.

At White & Case, we’ll support you, give you responsibility, and welcome you as an integral member of our diverse, international team from day one. Be part of a team that blends internal expertise with outsourced excellence. Apply now!

Firm Summary

White & Case is an elite global law firm serving leading companies, financial institutions, and governments worldwide. Our long history as an international firm means we are perfectly placed to help our clients resolve their most complex legal challenges wherever they may be.

With lawyers and staff operating from more than 47 locations, working in virtually every country of the world, we have invested heavily in building a high-quality full-service practice competing at the top of the market. We are distinguished by our on-the-ground presence in the world’s key financial markets and our strengths in handling complex cross-border work.

It’s not just about our global network of offices and shared services centers; it’s the global interconnectedness of the Firm that our people and clients value most. We work well together across geographic and practice boundaries, which is one of the reasons we attract and retain cross-border work and a diverse group of people.

Our lawyers are globally minded, enterprising, collaborative, and committed to excellence. Diversity is a core value of our Firm and has been recognized with numerous awards and top rankings worldwide. Our people represent 90 nationalities and speak 80 languages.

Key Responsibilities

• Data Gathering and Analysis: Using and creating data sets to analyze service volumes, quality, and cost, supporting global operations and developing future strategies.
• Insights: Providing commentary on data trends and their impact on current delivery models and service success.
• Innovate & Change: Suggesting and developing better service delivery methods using firmwide tools, dashboards, and automation.
• Intranet and Communications: Ensuring clear, well-presented, and current information for Document Services, Translations, Travel Services, and Print Standards.
• Service Delivery Accountability: Contributing to vendor relationships and developing internal relationships with service users to support Firm performance.
• Law Firm Service Mindset: Basing activities and decisions on understanding the Firm’s business model and user requirements for effective service delivery.
• Global and Cross-Cultural View: Balancing consistency and variances in global service delivery while analyzing data.
• Collaboration: Working with colleagues and vendors across functions and locations to deliver analysis, reports, presentations, and service improvements.

Qualifications and Skills

• 2+ years in a data or analyst role
• Proficiency in Microsoft Office tools and skilled in Microsoft Excel for analysis, including tables, graphs, and pivot tables
• Excellent written English for professional reports, presentations, and business cases; effective communication and interpersonal skills, confident with all stakeholder levels globally
• Strong organizational skills to manage plans, projects, and initiatives, including ‘managing up’
• Preferred experience in gathering requirements and delivering reporting, analytical projects, and advanced BI opportunities like predictive models
• Reliable, self-motivated, and driven for high standards and improvement; agile in working with colleagues and vendors across different time zones
• International and cross-cultural work experience

What We Offer

When you join us, you’ll be working directly with partners, business leaders, and many other inspiring colleagues across our global network of offices. We live by our values—to be pioneering, united, and human—and we believe that you’ll experience them from your first day. We will give you support and development opportunities to help you achieve your potential.

We believe that consistent high performance merits reward and support. Our compensation package reflects your caliber as an Operations professional, and our benefits are designed to support your changing needs and priorities across different life stages.

About White & Case

We are a global law firm with longstanding offices in the markets that matter today. Our on-the-ground experience, cross-border integration, and depth of local, US, and English-qualified lawyers help our clients work with confidence in any market or across many.

Location and Reporting

This role is based in our London office and reports into the Manager, Global Operations Service Delivery.

Our standard office hours are 09:30-18:00, with a current requirement for 3 days in the office per week.

We offer a flexible range of benefits, including:

• Private medical insurance
• Pension plan with matched employer contribution
• Yearly wellbeing fund
• Income protection
• Holiday purchase
• Life insurance
• Critical Illness insurance
• Private GP services
• Travel insurance
• Cycle to work

Equal Opportunity Statement

White & Case is committed to creating a diverse and inclusive workplace. It is our policy to recruit, employ, train, compensate, and promote without regard to race, religion, creed, national origin, age, gender, sexual orientation, marital status, military or veteran status, disability, genetic information, or any other category protected by law.

If you require assistance and/or accommodation to participate in our application and/or interview process, please email the recruiting contact listed for the relevant position. We are a Disability Confident (Committed) Employer.

Note to recruitment agencies: Our internal Recruitment team handles all end-to-end lateral recruitment processes. All agencies must sign White & Case terms of business, specific to each office. Candidates submitted without an agreement will not be considered.

Applications and CVs sent directly to Partners or employees will not be accepted as formal introductions. For questions, contact the London Recruitment team.

We work with preferred suppliers for agency engagements.

Primary Location: United Kingdom-London | Expected Workplace: Hybrid