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Head of Client Operations – Manchester

Full Time


We are keen to attract a Head of Client Operations to join our Managed Services team with in our Manchester office.

Are you? – what we are looking for

Are you interested in joining an international legal business and leading the way in shaping best practice service delivery throughout the client journey from initial engagement to delivery of work? Do you have the ability to view operations from both a client and internal stakeholder perspective?

We are looking for someone who has experience of defining and implementing best practice global standards for client on-boarding, who will make sure that the work entering Managed Services is directed to the correct team, and that clients are engaged at every point of their journey with us. Re-engineering processes, supporting transformation programmes, leading continuous improvement initiatives, and implementing SLAs and KPIs are some the essential elements you will have experience of delivering to be successful in this role.

Experience of evaluating the commercial value of new work is needed, as is putting in place mechanisms to monitor the commercial performance of ongoing work, to ensure internal costs and profitability are properly controlled. In addition, you will be tasked with identifying ways to improve cost effectiveness as well as service delivery.

We are also interested in someone with experience of leveraging the value of technology in delivering managed service operations, and who can support the wider team to ensure that new technology is used to create efficiencies and improve client experience.

If this sounds like you then we’d like to hear from you.

Why DWF?

You will have the opportunity to work within a dedicated Managed Services team where you will have the opportunity to contribute to the continued transformation of DWF.

To find out more about DWF and how we can help shape your career please visit our website at

We want you to feel valued and rewarded by your time at DWF. We understand the importance of offering you a reward package that goes beyond simply salary. That’s why, when you join DWF, you’ll be given a choice. You can pick from a range of benefits, allowing you to build a package that suits your needs and lifestyle, as well as those of your family. In addition to our standard benefits (medical insurance, life insurance, pension and 25 days annual leave), we offer flexible benefits which include season ticket loans, holiday buy / sell scheme, gym memberships, health assessments, cycle to work, retail vouchers and dining cards. We are also happy to discuss flexible working patterns.

If you want to build an exciting future with one of Europe’s most innovative legal businesses, apply below as we’re interested in hearing from you!

About DWF

DWF is an award-winning legal business with a strong reputation for excellent client service and effective operational management. There are now over 2,700 people in the DWF Group, based in 25 key locations across the globe.

Diversity, Equality and Inclusion at DWF

Nurturing talent is very important to us.  We are committed to equal opportunities in all areas of work and business.  We want people to achieve their best, which will positively impact on our clients and communities in which we live and work.  At DWF 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.

Disability Support

We will make reasonable adjustments to help you perform at your best. Please contact the DWF Recruitment team and tell us what adjustments you need either to submit an application for a vacancy, or if you require any reasonable adjustment should you be invited to interview. We are committed to an ongoing programme of improvements to provide access to all.

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