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Senior Service Delivery Manager

1 week ago

London, Greater London, United Kingdom myGwork - LGBTQ+ Business Community Full time

Travers Smith is a leading full-service law firm, with a wealth of experience in its areas of specialisation. The firm has a market-leading reputation for its international expertise in Asset Management, M&A and Dispute Resolution & Investigations. Clients include asset managers across the alternative asset classes (private equity, venture, credit, infrastructure and real estate), publicly listed and private companies, financial institutions, and other business enterprises involved in large and complex UK and cross-border matters, transactions and disputes. Our purpose is to provide the highest quality of service to our clients whilst enabling our people to achieve professional fulfilment in a supportive, inclusive and enjoyable working environment.

Department

The Technology group is responsible for the delivery of all Central and Legal Technology services within the firm. The group is a business services function that supports and contributes to the objective of the legal practice. The Central Technology department consists of service delivery, application delivery, training, infrastructure, and information security. The Legal Technology department consists of legal products, engineering, and eDiscovery. Both departments support the business with strategic technology delivery.

The Role

The Senior Service Delivery Manager will lead the Service Delivery team responsible for managing and enhancing the firm's technical support, audiovisual (AV) support, technical training, print, and records services. This role ensures the seamless operation of these services, supporting the firm's strategic goals and operational efficiency.

Reporting to the Director of Central Technology, the Senior Service Delivery Manager will oversee the service delivery project portfolio, manage vendor relationships, and ensure alignment with the firm's overarching technology and business strategies. This role involves working closely with peers across technology, finance, HR, business development, and legal operations to deliver integrated solutions that support the firm's long-term goals.

Using a robust and pragmatic approach, the Senior Service Delivery Manager will balance innovation with best practices, ensuring that services meet business needs and enhance productivity. The role includes continuous improvement initiatives, integrations, and training programs to maintain optimal performance and user satisfaction.

Key Responsibilities

Strategic and Leading
  • Develop and implement the firmwide service delivery strategy, aligning with the firm's long-term goals.
  • Drive continuous improvement initiatives to enhance service efficiency, quality, and user satisfaction.
  • Monitor and analyse performance metrics to identify areas for improvement and innovation.
  • Develop and manage team and project budgets, demonstrating financial literacy and insight into the firm's financial performance.
  • Ensure all services adhere to appropriate standards and frameworks.
  • Maintain insight into industry trends and advancements to inform strategy and recommend improvements.
  • Ability to add consistency in the services, using the same technology (ServiceNow) to deliver the service.
Communication
  • Communicate in a clear and persuasive manner; articulate the service delivery strategy and provide clear direction to the team.
  • Regularly report on service performance, risks, and compliance to the Director of Central Technology and relevant stakeholders.
  • Build and maintain strong relationships with internal clients, acting as a trusted advisor and understanding their service needs.
  • Foster strong collaborative relationships with internal stakeholders to align service delivery with business needs.
People Management
  • Lead the teams under the service delivery banner to achieve excellence, motivating and mentoring colleagues for professional growth.
  • Develop team members by distributing work fairly and providing opportunities for development, ensuring succession planning.
  • Implement effective training programs to enhance technical skills and knowledge within the team.
  • Promote a collaborative and supportive team environment, encouraging knowledge sharing and continuous improvement.
  • Ensure progression paths are embedded into teams to ensure talent retention.
  • Manage any under performance in a robust and timely manner, in line with HR best practice.
Client Management
  • Engage with clients at a strategic level, demonstrating empathy, foresight, and expertise.
  • Manage the relationship with service delivery vendors, ensuring services meet agreed standards and SLAs.
  • Foster a high level of client satisfaction by understanding and addressing their needs and concerns.
Business Management
  • Identify and implement technical and process improvements to enhance efficiency and user experience.
  • Coordinate with internal stakeholders to capture requirements and streamline processes.
  • Document all service processes, policies, and procedures accurately and comprehensively.
  • Build and maintain a network of vendors and industry peers to inform strategy and decision-making.
  • Ensure effective user training and support to maximize service adoption and proficiency.
  • Manage and support Director of Technology around budget management.

Personal Specification - Experience, Knowledge & Skills

  • Proven expertise in leading service delivery functions within a professional services environment.
  • Experience with managing any technical support, AV support, technical training, print, and records services.
  • Strong strategic thinking and planning capabilities.
  • Leadership experience, with the ability to build, mentor, and lead a high-performance team.
  • Excellent communication skills, with the ability to present ideas clearly and persuasively.
  • Strong relationship management skills, with the ability to engage and influence stakeholders at all levels.
  • Proven ability to develop and grow team members, fostering a culture of continuous improvement.
  • Strong collaboration skills, with the ability to build trust and cooperate effectively with colleagues.
  • Demonstrated problem-solving skills with a focus on pragmatic solutions.
  • Strong analytical skills with the ability to understand complex service requirements.
  • Creativity and critical thinking to challenge the status quo and drive improvements.
  • Professional integrity, with a strong focus on compliance and confidentiality.
  • Resilience and composure under pressure, with the ability to adapt to changing priorities.
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