Service Delivery Manager - Legal Sector

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