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!