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Senior Service Delivery Manager
Package: Competitive
Location: Manchester
Law Debenture is a rare proposition; an Investment Trust with a 135-year pedigree, supported by a wholly owned portfolio of professional services businesses. LawDeb is an unusual and exciting proposition; on a day-to-day basis they are nimble, ambitious and small enough to know everyone by name, whilst also benefiting from the profile and credibility of a main market listed business. Their objective is to achieve long term capital growth for investors and enable a diverse range of clients to meet their obligations while pursuing their specific goals.
Clients include large corporates, law firms, banks or funds, private equity, SMEs, hedge funds, start-ups and private clients. As a truly independent organisation, they pride themselves on integrity, diligence and speed of response, with a highly respected team of over 300 colleagues, boasting enviable market experience, coupled with impressive breadth and depth of knowledge.
As part of their exciting growth plans an opportunity exists to join one of their independent key business entities in a Senior Service Delivery Manager role, where you will be responsible for delivering an extensive range of corporate secretarial and governance services to ensure that their clients’ legal entities are compliant with local requirements. You will lead 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.
The Role:
Overall Responsibility
• Monitoring performance, ensuring targets are met, and enhancing client experience.• Leading enhanced financial performance, including reducing spend, increasing revenue, and utilising data for accuracy of reporting.• Ensure processes are understood and embedded, introduce managed change projects, and seek continuous improvements.• Implementing and rolling out a variety of internal policies to support the team, monitor services, and improve our operations.
People Management• 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.• Holding regular 1-2-1’s to track performance, development, and progress of objectives for each year.• Monitor and support the completion of professional qualifications, include apprenticeships, ensuring time and resource is available for completion.• Ensure supporting with queries, difficult conversations, and recognising excellent work.• Implement and roll out new HR and team policies, ensuring understanding and compliance by team members.
Service Delivery Oversight• Ensure continuous improvement of service delivery by the Global Entity Management Team.• Ensure roll out of training, both technical and soft skill, to develop knowledge and behaviours of team.• Implement and roll out new, or enhanced, policies for service delivery, including Quality Assurance, SLAs and KPIs, and similar quality oversight.• 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.• Hold managers and team members to account for managing workloads, accurate completion of system data, managing deadlines, and similar.• Act as an escalation point for service issues raised by clients, supporting resolution, stepping in where required, and recognising trends for wider considerations/changes.• Monitor performance against budget, help uncover anomalies, anticipate potential challenges.
Operational Oversight• Review existing processes and ensure understanding within team, and associated teams/vendors, following processes consistently.• Consider improvements to processes, to assist in increasing utilisation, revenue generation, and implement changes in a considered and easy manner for team members.• 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• Build relationships with key internal teams, including finance, operations, and wider service lines.• Support on cross team issues, to understand challenges and seek practical solutions providing resolution for all parties.• Understand impacts and changes, and explain to team where impacts their service delivery.
The Person:• Experience of management of a medium/large team with multiple direct reports.• Experience of working in a compliance and/or international service environment is desirable.• Ability to management multiple responsibilities and competing demands/deadlines.• Skilled at developing relationships with colleagues and other professionals including client, partners, press and other contacts.• Strong communication and leadership skills.• An ability to manage projects using a collaborative and professional approach and to operate well under pressure.• Extensive experience of working within a professional services business area.
This is a fantastic opportunity to join a leading organisation at an exciting time with genuine opportunities for career development and progression. Alongside their compelling salary and bonus, they also offer a very generous pension contribution, private medical, the ability to 'buy and sell’ holidays and a share incentive plan.
The role is based from their Manchester office, offering hybrid working.
If you feel you have the qualities they seek, please forward your CV and covering letter indicating your current package to their recruitment partner, Graeme Parker, at GEM Partnership or, for a discreet conversation, call their office.
GEM Partnership is acting as an employment agency on this project.
