Senior Service Delivery Manager

About LawDeb

Law Debenture is an Investment Trust supported by a wholly owned professional services business. LawDeb is an unusual and exciting proposition; on a day–to-day basis we are nimble, ambitious and small enough to know everyone by name, whilst also benefiting from the profile and credibility of a listed business. This is thanks to our 135-year-old FTSE250 investment trust and our fast-growing independent professional services business of over 300 colleagues across 6 business lines.

At LawDeb, doing work that has a positive impact is important to us. We need the very best people to be the custodians of our business for the next stage of our proud history and growth. We’re ambitious to innovate, collaborate and push forward in providing peace of mind and excellence for our clients and each other.

We’re on a journey to shape a culture we’re all proud to be part of. One where everyone feels trusted, supported and empowered to own their success. Working at LawDeb, you will have access to our enviable network of clients and innovative projects, as well as brilliant colleagues to learn from and collaborate with.

Role Overview

We are looking for a Senior Service Delivery Manager to join our high calibre team responsible for delivering an extensive range of corporate secretarial and governance services to ensure that our clients’ legal entities are compliant with local requirements. You will be responsible for leading a professional services team of 22 individuals to deliver excellent client service and experience. This will include organisation of training, building knowledge and skills of the team, implementation and roll out of policies, and supporting a developing and growing team.

Main Responsibilities

Overall responsibility

1. Service: monitoring performance, ensuring targets are met, and enhancing client experience.
2. Finance: leading enhanced financial performance, including reducing spend, increasing revenue, and utilising data for accuracy of reporting.
3. Operations: ensure processes are understood and embedded, introduce managed change projects, and seek continuous improvements.
4. Policy: implementing and rolling out a variety of internal policies to support the team, monitor services, and improve our operations.

People Management

1. Leading a group of managers for the delivery of services, support in managing their own teams and continuing their own development in the manager role.
2. Holding regular 1-2-1’s to track performance, development, and progress of objectives for each year.
3. Monitor and support the completion of professional qualifications, include apprenticeships, ensuring time and resource is available for completion.
4. Ensure supporting with queries, difficult conversations, and recognising excellent work.
5. Implement and roll out new HR and team policies, ensuring understanding and compliance by team members.

Service Delivery Oversight

1. Ensure continuous improvement of service delivery by Global Entity Management Team.
2. Ensure roll out of training, both technical and soft skill, to develop knowledge and behaviours of team.
3. Implement and roll out new, or enhanced, policies for service delivery, including Quality Assurance, SLA’s and KPI’s, and similar quality oversight.
4. Generate, monitor and review reports to oversee performance of team, supporting the measure of SLA’s and KPI’s, and utilising data to further develop existing targets, implement new targets, and evidence continued improvements.
5. Hold managers and team members to account for managing workloads, accurate completion of system data, managing deadlines, and similar.
6. Act as an escalation point for service issues raised by clients, supporting resolution, stepping in where required, and recognising trends for wider considerations/changes.
7. Monitor performance against budget, help uncover anomalies, anticipate potential challenges.

Operational Oversight

1. Review existing processes and ensure understanding within team, and associated teams/vendors, following processes consistently.
2. Consider improvements to processes, to assist in increasing utilisation, revenue generation, and implement changes in a considered and easy manner for team members.
3. Roll-out changes in process and systems to team, establishing testing, training, and regular post implementation check-in for embedding within the team.

Internal Relationship Management

1. Build relationships with key internal teams, including finance, operations, and wider service lines.
2. Support on cross team issues, to understand challenges and seek practical solutions providing resolution for all parties.
3. Understand impacts and changes, and explain to team where impacts their service delivery.

Essential Knowledge, Skills, Experience

1. Educated to degree level
2. Experience of management of a medium/large team with multiple direct reports
3. Experience of working in a compliance and/or international service environment is desirable
4. Ability to management multiple responsibilities and competing demands/deadlines
5. Skilled at developing relationships with colleagues and other professionals including client, partners, press and other contacts
6. A track record of proven delivery, demonstrating both creative and analytical skills
7. Strong communication and leadership skills
8. An ability to manage projects using a collaborative and professional approach and to operate well under pressure
9. Extensive experience of working within a professional services business area

Your Reward

1. Competitive salary with annual review and performance bonus scheme
2. Generous pension contribution
3. Full healthcare cover
4. Health cash plan
5. Life assurance
6. Attractive office space

Things To Note

People who thrive at LawDeb make the most of this foundation to grow themselves, help us improve and have fun playing their part in building the culture that’s fuelling our growth.

LawDeb hires people based on personal merit and qualifications regardless of age, disability, gender, gender identity, gender expression, race, religion or belief, sexual orientation, socioeconomic background or any other protected attribute. We celebrate the diversity of our colleagues and provide an inclusive environment so you can bring your true self to work. We recognise that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success.

Here’s the legal bit: please note that we have a thorough referencing process, which includes credit and criminal record checks.

*GEM Partnership is acting as an employment agency on this exclusive vacancy.