Service Delivery Manager - Legal Sector

Reporting directly to the COO, you'll be responsible for ensuring the smooth, efficient delivery of business operations while driving continuous improvement, innovation, and long-term growth.

Client Details

This is a high-visibility, high-impact role where you'll operate at the heart of the business-partnering with senior stakeholders, influencing strategy, and turning ambitious plans into tangible results.

Description

This position offers a unique blend of operational leadership, strategic delivery, and transformation.

You'll act as a trusted partner to the COO and senior leadership, ensuring that the Liverpool office operates at the highest standards while supporting the firm's wider regional and global objectives.

Alongside day-to-day operational excellence, you'll play a key role in maturing processes, embedding data-driven decision making, and integrating AI and automation into business services workflows.

Operational Leadership & Delivery • Support the COO and Head of Liverpool in the strategic management and ongoing development of the office

• Oversee the delivery of efficient, high-quality business services, ensuring consistency and operational excellence


• Act as the central point of contact for office-wide operational matters, proactively resolving issues and removing barriers


• Build strong, trusted relationships with partners, fee-earners, and business support functions


• Ensure service levels, turnaround times, and client experience standards are consistently met

Strategy, Change & Integration • Translate strategic priorities into practical, deliverable actions across the Liverpool office

• Lead and support cross-functional projects and transformation initiatives


• Act as a key anchor for change and integration activity, ensuring alignment with wider organisational goals


• Drive continuous improvement, identifying opportunities to enhance processes, services, and performance


• Promote a culture of accountability, efficiency, and measurable outcomes

Innovation & AI Adoption • Work closely with technology and innovation teams to bring AI strategies to life within operations

• Identify opportunities to introduce automation, intelligent workflows, and new tools


• Lead the embedding and adoption of AI-enabled processes across teams


• Champion a mindset of innovation, curiosity, and smarter ways of working

People, Culture & Engagement • Maintain a visible leadership presence, fostering a positive, inclusive, and high-performing office culture

• Act as a connector across teams, ensuring alignment between functions and leadership


• Support engagement initiatives, office experience, and hybrid working practices


• Provide leadership to internal groups and committees, strengthening collaboration and communication


• Ensure the office remains a vibrant, engaged, and supportive environment

Community & External Engagement • Act as an ambassador for the Liverpool office, both internally and externally

• Build and maintain relationships with local organisations and community groups


• Lead community and engagement initiatives that reflect a strong commitment to the region


• Oversee social and engagement programmes that foster connection, belonging, and pride

Governance, Risk & Performance • Support business continuity planning and resilience frameworks

• Work closely with risk and operational teams to ensure robust processes are in place


• Represent the Liverpool office in firm-wide operational forums


• Manage operational and social budgets, ensuring effective resource allocation

Profile

A successful Service Delivery Manager should have:

• A strong background in the legal sector or professional services industry.


• Proven ability to manage and optimise service delivery processes.


• Excellent organisational and project management skills.


• Strong communication and stakeholder management capabilities.


• A good understanding of legal and regulatory compliance requirements.

Job Offer

• Competitive salary ranging from £80,000 to £100,000 per annum.


• Comprehensive and excellent benefits package.


• Opportunities to work within a well-established professional services organisation in London.


• A chance to make a meaningful impact in the legal sector.

If you are ready to take the next step in your career as a Service Delivery Manager in the professional services industry, apply today to join a respected organisation based in London!

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