Job Description

Senior Delivery Manager, Transaction Services

Any UK Office

We are looking for a Senior MLS Delivery Manager to join our UK & Middle East Centre of Excellence (CoE). This is a senior leadership role responsible for driving service excellence across our Transaction Services capabilities, ensuring we deliver high-quality, scalable and commercially sustainable legal services to our practice groups and clients.

Working closely with senior stakeholders across the business, you will play a key role in shaping service delivery models, developing innovative solutions, driving continuous improvement, and leading high-performing legal delivery teams. You will also contribute to the strategic growth of the CoE through service innovation, technology adoption and operational transformation initiatives.

Key Responsibilities

Reporting to the Head of UK and Middle East Centre of Excellence, this senior management position will:

• Engage with and work alongside our Transaction Services practice group to identify requirements for new service offerings developing scalable service capabilities, delivery models and technology-enabled solutions
• Manage several legal delivery teams, specifically our Corporate and Employment capabilities, ensuring a high level of service delivery and client satisfaction, operational excellence and continuous improvement
• Lead the development of a firmwide engagement approach that will promote utilisation of services and develop effective internal relationships
• Lead and contribute to the ongoing development of our career frameworks, succession planning and people development agenda
• Actively support the development of client solutions, validating approaches and service models and supporting / presenting to clients at RfP’s and pitches
• Own service performance and commercial outcomes, including utilisation, profitability, forecasting, budget management, client SLAs and operational KPI
• Drive innovation, process optimisation and adoption of legal technology and AI-enabled solutions to improve efficiency, scalability and client outcomes
• Lead continuous improvement and transformation initiatives, using data and operational insights to enhance service performance and delivery quality
• Input into effective headcount planning and strategic resourcing in line with the team’s growth strategy
• Directly line manage paralegals in any capabilities where a Delivery Manager is not currently in place

Requirements

• Comprehensive understanding of delivering service models to meet client demand
• Demonstrable experience of utilising service delivery frameworks to ensure efficiency and promote continuous improvement
• Significant experience in managing the delivery of multi-disciplined legal services in a high volume, multi-location environment
• Significant people leadership experience, including performance management, coaching, talent development and succession planning. Particularly relating to paralegal teams
• Significant experience influencing senior stakeholders, including partners, clients and business services leaders, to drive adoption of innovative service delivery models
• Experience leading operational transformation and continuous improvement programmes
• Experience implementing or driving adoption of technology-enabled and AI-enabled service delivery solutions
• Strong commercial acumen including financial management, forecasting, budgeting and performance management
• Experience in employment tribunals, trial bundling, settlement agreement processes, corporate transaction support, due diligence processes and NDA review and negotiation would be preferable

What We Offer

• Agile working options, including home working (subject to diary commitments)
• Carers’ leave of up to five paid days
• 25 days’ annual leave, with the option to buy or carry over up to five additional days
• Contributory pension (up to 5%)
• Private healthcare and death in service cover (4x salary)
• Access to benefits including an electric car scheme, cycle to work scheme, and interest free loans for season tickets, gym membership, or rental deposits

Our commitment to inclusion

We are a Disability Confident and top Stonewall employer, a Valuable 500 member, a founding member of the Mindful Business Charter, a signatory of the Race at Work Charter and a proud partner of Neurodiversity in Law. We encourage and value different ideas and styles of thinking because different perspectives help us deliver outstanding results for our clients and colleagues.

Our in-house recruiter, Victoria Greaves, would be happy to have an informal discussion about the role, provide this job advert in an alternative format and discuss any reasonable adjustments during the recruitment process.

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