Service Delivery Lead
Shakespeare Martineau
5d ago

Company : Shakespeare Martineau Term : Permanent Team : IT Specialism : Managed Central Services Let us introduce ourselves

It’s the people at Shakespeare Martineau that make us so special. By understanding what our people want, giving them the support they need, recognising everyone’s contribution and realising the unique power of teams, together we win.

As a firm we are focused on proactively building and developing diverse teams, bringing different backgrounds, personalities and perspectives together.

We play to our strengths, pushing ourselves to be consistently better than yesterday and deliver amazing solutions for our clients.

We empower our teams with a high degree of individual responsibility; we self-manage and encourage everyone to be responsible for their own learning, knowing it makes us even better at what we do!

We believe in trusting our people to make the right decisions for themselves, from when and where you work, to how you dress; we focus on outputs.

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Meet the team

To provide truly outstanding client service we work as one team. Our Business Operations Group is made up of business professionals who work with our legal professionals to provide market-leading expertise to our clients.

The group includes Finance, Operations, HR, Marketing, IT, Risk and the Executive Leadership team.

The opportunity

To lead the coordination of operational projects of all work types that fall within Managed Central Services, to help define and manage teams and projects to transform delivery of such services in line with the changing needs of the business, fostering a culture of ownership, client focus and innovation within the teams.

Responsibilities Include :

  • Leading the teams and taking action when required to ensure all services meet the needs of the business from a quality, efficiency and accessibility perspective.
  • Implementing and maintaining SLAs & KPIs, creating reporting metrics around client satisfaction in a timely manner.
  • Evaluating, developing and rolling out standardised working practices across the teams in line with business and compliance requirements.
  • Identifying opportunities for positive change and managing delivery of change projects in support of this as requested, delivering to agreed timescales and deliverables.
  • Providing and maintaining a level of expertise in all work streams and acting as the subject matter expert for the team and wider business.
  • Working with key stakeholders to map out as is’ and to be process, ensuring processes are documented and kept updated
  • Carrying out regular 1-2-1 and team meetings with team members to ensure development and training needs are met to deliver a client focused service across all work streams.
  • Creating and ensuring process user guides and frameworks are in place to provide relevant development and training to team members in order to deliver services.
  • Working with the Risk and Compliance team in ensuring the service offerings meet the firm’s information security policy and regulatory requirements.
  • Management and procurement of all suppliers related to service offerings, proposing alternatives to existing provisions.
  • Producing and delivering monthly spend forecasts ensuring all costs are tracked against budget.
  • Working with and assisting the legal teams across the firm as required in times of need.
  • Any other duties that commensurate with the post
  • Skills and experience you will have :

  • Experience managing the deployment and operational delivery in a similar environment within professional services is essential.
  • Experience of working with and managing disparate teams across multiple location to deliver common goals.
  • Demonstrable experience in creating business cases based on business problems.
  • Process improvement qualification such as lean six sigma desirable.
  • Must have project management qualifications (e.g. PRINCE II) or demonstrable depth of experience over a period of years.
  • Demonstrable ability to map as is and to be’ processes and able to influence stakeholders to articulate future possibilities and relate these to business change activities.
  • In depth knowledge of document / case management systems, Cloud and workflow technologies.
  • Sound understanding of software such as i-manage, proclaim, Axxia and Aderant would also be beneficial.
  • Experience of managing business change projects.
  • Key competencies you will need :

  • Excellent communication skills and strong attention to detail.
  • A willingness to learn, using a solution focused approach to drive results.
  • High degree of drive, self-motivation, and resilience. A can do attitude, able to make things happen.
  • Always committed to delivering the best possible outcome to clients.
  • Willingness to be flexible, performing additional ad-hoc responsibilities deemed commensurate with the role and being alert to changing accountabilities, as the firm’s needs change.
  • Be engaging and a strong influencer, able to bring colleagues on board with new ideas and initiatives.
  • A completer / finisher with a strong focus on getting things done.
  • Be a team player, want to make a difference and lead by example.
  • How we work

    We embrace agile working and offer a blended approach to where and how we work.

    We appreciate that people have different needs and preferences and we’re keen to be flexible, after all, we value what you do, not where you do it.

    We have hubs in Birmingham, Leicester, London, Milton Keynes, Nottingham, Solihull, Stratford-upon-Avon and Sheffield. This role will be a blended work from home approach with our Birmingham office being your main hub, with travel to other offices when needed.

    Additional information

    Due to the nature of the work undertaken, confirmation of employment will be subject to a variety of checks which will be carried out once an offer of employment is accepted.

    Details of the checks can be found .

    Equal opportunities

    Shakespeare Martineau is a committed equal opportunities employer. We seek to attract, develop and retain talented people from a diverse range of backgrounds and cultures.

    We value and respect individuality and encourage a culture within our business where people can be themselves and be valued for their strengths and experiences.

    Everyone who either applies to or works for the firm is treated equally, regardless of their gender, age, ethnic origin, nationality, marital status, sexual orientation or religious beliefs.

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