• Develops relationships with the Knowledge leadership team members and ensures implementation of aligned PBS and Knowledge initiatives, sharing of best practices, proactive identification of emerging issues, and collaboration on the development of solutions
  • Works with the key Knowledge stakeholders and other Knowledge Services Managers to seek out new opportunities for the provision of additional services marketing the capabilities of the teams within the Firm
  • Keeps up-to-date with the developments in knowledge systems and content trends, identifying areas for improvement and working with key Knowledge stakeholders to implement these
  • Devises and implements policies, procedures and standards to ensure the highest quality levels of all work produced by the team; working to ensure consistency of standards across the service centres and continuous process improvement
  • Optimises operational effectiveness and efficiency of the teams setting KPIs, SLAs and quality standards



  • People
    • Line manages the teams, ensuring leave requests are managed to provide appropriate coverage for the Knowledge community across the service centres and Firm given differing time zones and holiday periods
    • Ensures the ongoing development of the teams and arranges training as and where required, including a robust induction process, any necessary specialist systems, practice area or jurisdiction-specific training, and ensuring in particular that team members' technical knowledge and skill is outstanding so that they can advise clients proactively on best practice
    • Ensures the recruitment and resourcing of agile teams, ensuring the efficient allocation of resources within the team, sharing resources across sub-teams where possible, whilst meeting quality standards and expertise requirements for the task
    • Reviews the structure of the team on a regular basis to ensure it is optimal for the delivery of the services requested
    • Anticipates and identifies current and future people-related issues and gaps between the business need and people capabilities
  • Processes
    • Sets up, monitors and continuously improves the processes, best practice and training to deliver excellent client service
    • Optimises operational effectiveness and efficiency, ensuring adherence to KPIs, SLAs and quality standards
    • Seeks continual feedback on the processes and looks for opportunities to bring continual improvement and efficiencies
    • Sets up a robust escalation process which is clearly communicated within the teams and with clients


  • Ensures the timely fulfilment of all work requests and proper workflow management, including effective management of appropriate work priorities for the various offices for which support is provided, and effective communications with clients
  • Delivers exceptional Knowledge services and client care
  • Identifies risks within the services and takes steps to mitigate their impact
  • Acts as an escalation point for queries or problems both within the team and with clients, and ensuring prompt and satisfactory resolution; maintaining strong relationships with the broad Knowledge community which the team serves
  • Ensures adherence to policies, procedures and standards



  • Sets up and runs regular reports for clients and Knowledge leadership, including forecasting, red flag and financial reporting

Experience Required

Required Skills and Qualifications:

  • Relevant university degree focusing on law or an information-related discipline
  • Experience of a complex service delivery environment involving liaison with diverse and multiple stakeholders
  • Strong technical skills, ideally including experience of SharePoint, content management and enterprise search to support effective knowledge sharing
  • Strong project management skills to enable the management of day to day responsibilities as well as specific projects, coupled with the ability to leverage available resources
  • Experience of working in a multi-country organization
  • Familiarity with document abstraction and indexing, as well as taxonomies and metadata management. Experience of research and global professional services administration support is highly desirable
  • Experience of working in a global professional services environment is highly desirable; exposure to legal business preferred
  • Strong leader with significant management experience and a proven ability to motivate staff
  • An outstanding communicator at all levels, with excellent business English and a strong ability to persuade
  • Strong service orientation with the ability to focus on client needs
  • Able to prioritize well and work independently with limited supervision
  • Detail-oriented, methodical and highly organized, with strong time management skills
  • Able to make effective, accurate decisions and judgment calls, including when to escalate issues, and to solve problems creatively and proactively