Legal Delivery Operational Lead in Manchester

Why join us? The Lender Services Team at DWF in Manchester is looking for a Legal Delivery Operational Lead to play a key role in shaping the future of our managed legal services. This is an exciting opportunity to make a meaningful impact within a global firm that values innovation and collaboration. In this role, you will work alongside an experienced Legal Delivery Manager to deliver exceptional service to our clients while ensuring operational and financial performance. You’ll lead through effective people and process management, helping to drive efficiency and high-quality outcomes across the team. We offer flexibility through hybrid working, with three days per week based in our Manchester office. You’ll also benefit from being part of a supportive, forward-thinking team that champions professional growth and career development. At DWF, we foster an inclusive culture where success is shared, and innovation is encouraged. If you’re passionate about leadership, continuous improvement, and delivering outstanding results, we’d love to hear from you.

Responsibilities

• Service Delivery

• Lead and optimise operations: Manage day-to-day delivery across the Lender Services team, ensuring high operational and financial performance while driving technology and process improvements to deliver best value for clients and DWF.
• Drive innovation and efficiency: Oversee the transition of new work streams by redesigning processes to leverage technology, and identify opportunities for process improvements, automation, and best practice across client engagements.

• Foster an engaging team culture: Create a positive environment that supports progression, development, and operational excellence, while embedding DWF’s values and commitments to ESG, CSR, and D&I agendas.
• Manage resources and development: Oversee work allocation and resource planning across both teams, forecast growth and recruitment needs, and ensure training requirements are met in collaboration with HR and L&D.
• Drive performance and succession planning: Lead the performance review cycle, handle escalated HR and delivery issues, and work with the Operations Delivery Director on succession planning and developing future leaders.

• Support colleagues to ensure accurate and timely client billing, ensuring effective control of lock‑up.

• Build and maintain strong relationships with clients and colleagues to identify new business opportunities and support bid activity when required.

• Ensure service standards and agreements are met while adapting to evolving client needs.

• Promote business excellence by managing risk and collaborating with compliance teams to implement changes from audits or regulatory developments.

What will help you succeed in this role?

• Demonstrated experience in motivating and leading a legal operations team.
• High level of financial and commercial awareness.
• Ability to prioritise and manage multiple tasks effectively.
• Excellent attention to detail, with the capability to analyse files and data accurately.
• Strong interpersonal skills to build effective professional relationships with both external clients and internal colleagues.
• Ability to apply understanding of the business’s strategic direction (products, service lines, sectors) and client needs (markets, sectors, risks) to inform and drive performance.
• Adaptability to change and experience in supporting change management activities.
• Ability to work effectively under pressure and meet tight deadlines.
• Experience working with SLAs and MI reporting mechanisms.
• Skilled in managing escalations in line with regulatory standards, while carefully managing client expectations.
• Confident in making sound, informed decisions.

What we offer?

We are committed to ensuring that each member of our team feels valued and duly rewarded during their time at DWF. We are an equal opportunities employer that celebrates diversity and we are committed to creating an inclusive environment for all. We aim to create a positive experience for all candidates and offer any adjustments or additional support needed. If you’re excited about the opportunity but your experience doesn’t align perfectly with all the requirements, please apply anyway. You may be the right candidate for the role or others across the wider team.

About us

DWF is a global legal business providing Complex, Managed and Connected Services. We empower people to be themselves within an inclusive and supportive environment, enabling everyone to achieve their full potential in line with their abilities and career aspirations.