Service Owner, Information Product Management Services

The Service Owner, Information Product Management Services will be an owner and business lead for all the Information Product Management and library services, and their design, adoption, performance, and continuous improvement, acting as the 'face' of the services at all levels of the organization. The role-holder will work closely with the Information Product Management Lead and be accountable for the service design, monitoring, and managing the performance, quality, and all operational aspects of the services. The individual will also manage all the Center teams, providing information products management services globally.

The role will drive the procurement and management of practice, functional, global, and regional products and subscriptions for the firm's practice groups and functions, ensuring they deliver value and ROI for the Firm. This will involve managing, negotiating, and reviewing supplier contracts for products, including those with GenAI capabilities, per global Procurement guidelines, IPM, and AI policies and budget parameters, and achieving global, regional, and local office savings targets.

**Responsibilities**:
Service Orientation:

- Act as the 'face' of the service Firm-wide, and lead on adoption, representing the service at all levels of the organization, in project teams, transition teams, and at the leadership level
- Work closely with the Information Product Management Lead, Knowledge Directors and Partners, Procurement, Finance, Technology, and Operations teams, the Director of Knowledge, Markets & Research, Regional I&R Leads, Manager for Research & Information Alerts and where appropriate with external suppliers for key strategic resources, products and support, to define and implement the information product management services, ensuring alignment with the Firm and Knowledge strategies so that information product management services continue to evolve, meet the needs of stakeholders and add clear value to the business
- Work closely with the Director of Knowledge Operations and the relevant Knowledge Specialists to design and sign off on all the information product management service materials; Define KPIs and SLAs and other service metrics, monitor and manage the performance and quality of the services and manage all operational aspects of the services
- Work closely with the Senior Manager for Knowledge Centers and Services and other Knowledge Service Owners to ensure a seamless and consistent approach to high-quality technical output, customer service and operational management of the services
- Engage with internal and external clients and key stakeholders to proactively capture the 'voice of the customer', manage feedback requests, understand and capture business requirements and identify continuous improvement opportunities for the services and implement improvements
- Work collaboratively with the Director of Knowledge, Markets & Research and In-Market Knowledge teams to ensure they leverage and adopt the IPM services appropriately, ensuring ROI of priority subscriptions, helping manage demand using appropriate change management strategies and advising on best practices for subscription management for In-market teams
- Lead information product management service design and improvement projects, and support and participate in other appropriate global Knowledge projects
- Contribute substantively by managing and supporting information products and complex requests, acting as supervisor/team lead in the relevant center and leading Knowledge projects as required

People Management:

- Lead and manage the Center Information Product Management teams, monitoring their progress, quality of output and delivery of service. Monitor and manage the Information product management teams' capacity and pipeline of work, and identify resourcing issues
- Ensure the Center Information Product Management teams are high-performing and agile teams, capable of meeting the various and changing demands of the business and markets, as well as adapting to the impact of technology on law firms and information product management and delivery
- As a manager in a Center, support other line management needs of the Knowledge teams as required

Knowledge & Expertise:

- Support managing the procurement of key strategic resources and set best practice standards for the procurement of local products and resources, in alignment with Procurement, Product Management, and Collection Development policies and consultation with the Regional I&R Leads; Strategically manages relationships with key vendors at a global and regional level
- Understand and document the complex and evolving business requirements for information product management services of attorneys and Knowledge professionals across the Baker McKenzie network
- Be known in the Firm as the business lead and go-to person for the resolution of issues and business solutions for information product management services, including services, teams, processe