Delivery Manager

The role:

We’re looking for a Delivery Manager to join our growing, global team. The Delivery Manager will be responsible for supporting our lawyers and paralegals to help us deliver outsourced legal services for our clients.
It’s a newly created role, helping us continue to innovate and deliver to the highest standards. It’s an exciting time to join Managed Services, as client demands for more flexible resourcing continue to increase.

The Team:

We’re market leaders, with an experienced team already in place. Delivery Management at LOD is a global function, with members at a variety of experience levels.
Our Delivery team operates at the crucial cross-section of our lawyers, our clients and the HQ team. As part of the global team, you’ll collaborate with colleagues in a supportive environment, supporting inhouse legal departments and contracting teams to help them rethink their operating models, achieve greater efficiencies and increase the value they deliver back to their business stakeholders.

Who we’re looking for:

We’re looking for someone with strong administrative skills and an interest in legal project management, and alternative service delivery. You’ll enjoy engaging with clients and legal professionals, ensuring we capture relevant data for measuring the output and success of our teams. Reporting and data insights provided by our Delivery Team enable LOD to innovate our services, ensure continuous improvement and maintain strong relationships with our clients.
You’ll have plenty of support and guidance, but will also need to work autonomously at times. You’ll ideally have experience and an interest in working with legal professionals, as this is a visible role, engaging with various legal professionals daily.

Day to day responsibilities include:

Client management
Building a trusted relationship with our clients and proactively managing their expectations. You will be the first point of contact for the client on anything related to this service
Handling escalations raised by the clients or the lawyers in relation to the delivery of the service

Workflow management and optimization
Managing a team of legal professionals (a combination of contract managers, paralegals and lawyers)
Overseeing allocation of incoming work to optimise utilisation of the team
Managing the capacity of the team
Communicating with internal stakeholders as necessary

Project and process management
Ensuring that matters are turned around in a timely manner and projects are running smoothly
Recognising points for improvement within processes and systems, and working with the wider team to help implement appropriate changes
Managing process change, risks and/or ad hoc projects

Reporting and insights
Ensuring client-facing data and reporting is kept up to date
Reporting on team performance and preparing client ready reports. This includes the number crunching required to take raw data and turn it into insightful information as well as suggesting reporting improvements and alternative ways of metrics measurement
Ensuring key performance indicators and service level agreements are met

Knowledge management
Guaranteeing know-how is captured (including playbooks, institutional/client knowledge, best practices, etc.)
Ensuring the team are aware of current best practice, processes, playbooks, SLAs, etc

Your skills, experience and approach will include:

2+ years of Legal Delivery experience
Confident providing accurate support in a fast paced environment
Pro-active approach and can-do attitude
Keeping team motivated and focused on end-goal
Can gain credibility and respect from our clients
Emotional intelligence to assess any situation and confidence to use initiative/ask for help
Strong communication skills to ensure team members understand the task at hand and client expectations are managed
Attend and run regular client calls and meetings
Willingness to take ownership and see a task and project through from start to completion
Experience with core Microsoft products especially Excel and PowerPoint
Experience with the G-suite of products would be useful, especially Sheets
Experience with other reporting packages (e.g. PowerBI, Tableau) would be a nice to have

Location
While we’d prefer to have someone in either the UK or South Africa (which is where many of the team are currently based), we’d be very happy to consider other locations.