Service Delivery Manager

Our client, a large international law firm is looking for a Service Delivery Manager to work closely with the COO and support the office’s day-to-day operations. This role translates strategic priorities into practical execution, supports key projects, and embeds sustainable change to enable the Liverpool office’s continued growth—including the integration of processes, metrics, and AI technologies into everyday workflows.

• Office leadership & management – act as a trusted adviser to the COO and senior stakeholders on operational performance, people, and change; serve as the primary point of contact for office-wide operational matters and support business continuity planning.
• Community & internal engagement – act as an ambassador for the Liverpool office internally and externally, lead engagement with local community groups, and provide direction to the office’s social and internal engagement committees.
• Operations & service delivery – identify opportunities to strengthen processes and service delivery models, align Liverpool operations with firm-wide frameworks, lead cross-functional initiatives, and manage the office’s operational budget.
• Operational innovation – work with Technology and Innovation teams to embed AI tools and intelligent automation into everyday operations, championing a culture of curiosity and continuous improvement.

• Significant progressive leadership experience in operational or business services management – legal or professional services background is highly desirable.
• Proven track record leading and designing projects and operational change programmes, translating high-level objectives into sustained change, with influence.
• Strong experience leading and developing teams.
• Solid understanding of AI-enabled tools and workflow automation, with practical experience embedding technology-driven change.
• Excellent communication and stakeholder management skills, with credibility to engage senior leadership, partners, and external stakeholders.
• Strong analytical and problem-solving capabilities, with a data-informed approach to decision-making.
• Familiarity with operational services, managed services, or service centre environments is beneficial.
• Prior experience of budget ownership and financial management is beneficial.