Law Business Research Limited
Service Delivery Manager Application Deadline: 6 August 2026 Department: Business Operations Employment Type: Full Time Location: London Reporting To: IT Operations Director Description Reports to: IT Operations Director Location: London, UK (global remit across the UK, US and international operations) Office attendance: Minimum three days per week in the Central London office. Applicants must live within a practical and sustainable commuting distance. Role Purpose The Service Delivery Manager is responsible for the operational management, governance and continual improvement of IT support services delivered through the organisation's outsourced global helpdesk managed services partner. The role owns service performance, supplier accountability, customer experience and service integration across IT Operations and third-party partners. Working closely with Infrastructure, InfoSec, Enterprise Services, CRM, Product & Technology and business stakeholders, the Service Delivery Manager will ensure services meet business needs and continue to mature through clear governance, insight-led improvement and strong operational leadership. The role will develop the IT Operations Service Delivery capability, embed effective ways of working and improve service quality across people, processes, technology and customer experience. Key Responsibilities Service Delivery, Supplier Management & Integration Own the operational performance of the outsourced global Helpdesk and supporting service partners, ensuring delivery against agreed SLAs, KPIs and customer experience measures. Act as the primary IT Operations owner and senior escalation point for end-user support services, including incidents, requests, problems and major incidents. Lead supplier service reviews, hold partners accountable for contractual commitments and improvement actions, and validate performance measures and service credits where appropriate. Coordinate delivery across Infrastructure, Information Security, Enterprise Services, CRM, Product & Technology and third-party suppliers. Define clear service ownership, responsibilities, escalation paths and effective hand-offs across incident, request, problem and change processes. Drive stable, resilient and consistent service delivery across all supported regions. Service Improvement, Customer Experience & Knowledge Develop and maintain the IT Service Delivery roadmap and lead a structured Continual Service Improvement programme. Improve service processes, ways of working, automation, self-service, knowledge reuse and operational efficiency. Identify and address recurring issues, avoidable demand, service friction and opportunities to improve customer outcomes while reducing avoidable cost. Champion a customer-focused approach, using feedback, complaints, service data and support journeys to shape improvement priorities. Develop a scalable knowledge management capability, with clear standards for knowledge quality, ownership, review and maintenance. Promote a service-focused culture across IT Operations and supplier teams. Governance, Reporting & Stakeholder Management Establish and maintain governance forums, service standards, operational policies and performance measures. Produce dashboards, executive reports and service performance packs, analysing trends, demand, risks, customer feedback and supplier performance. Present service performance, risks, incidents and improvement recommendations clearly to senior leadership and governance forums. Build trusted relationships with senior business stakeholders, IT leadership and supplier teams. Act as the voice of the customer within IT Operations and influence service priorities through evidence, insight and effective stakeholder engagement. Service Introduction & Operational Readiness Ensure new services, applications and technologies meet defined service acceptance and operational readiness criteria before entering live support. Work with project and technical teams to ensure support models, documentation, knowledge and training are in place before go-live. Capture lessons learned from service introductions and embed improvements into future delivery. Operational Risk & Resilience Identify service risks, dependencies and potential points of failure. Maintain appropriate mitigation plans and support business continuity, disaster recovery and operational resilience activities. Skills, Knowledge and Expertise Experience Significant experience in IT Service Delivery or Service Management environments. Proven experience managing outsourced Helpdesks and holding suppliers accountable for performance. Experience improving service performance through governance, reporting, supplier management and continual improvement. Experience developing service management capability, operational processes and performance frameworks. Experience working with global teams, multiple time zones and senior stakeholders. Knowledge & Expertise Strong knowledge of ITIL 4 or 5 service management principles and practical application. Understanding of the SDI Service Desk Best Practice Standard. Experience defining KPIs, SLAs, OLAs and customer experience measures. Practical knowledge of service introduction, operational readiness, knowledge management and continual improvement. Experience using ITSM platforms, service reporting and performance analytics. Leadership & Behavioural Skills Excellent written and verbal communication skills. Strong stakeholder management and influencing skills, with the ability to build trust across business, technical and supplier teams. Customer and service focused, with a clear understanding of how IT support affects user productivity and business performance. Calm, structured and decisive when managing service issues, escalations and competing priorities. Highly organised, proactive and comfortable working in a fast-paced global environment. Preferred Certifications ITIL 4 Foundation (essential) ITIL 4 Managing Professional or Strategic Leader (essential) Lean Six Sigma Yellow Belt or Green Belt (desirable)
Service Delivery Manager Application Deadline: 6 August 2026 Department: Business Operations Employment Type: Full Time Location: London Reporting To: IT Operations Director Description Reports to: IT Operations Director Location: London, UK (global remit across the UK, US and international operations) Office attendance: Minimum three days per week in the Central London office. Applicants must live within a practical and sustainable commuting distance. Role Purpose The Service Delivery Manager is responsible for the operational management, governance and continual improvement of IT support services delivered through the organisation's outsourced global helpdesk managed services partner. The role owns service performance, supplier accountability, customer experience and service integration across IT Operations and third-party partners. Working closely with Infrastructure, InfoSec, Enterprise Services, CRM, Product & Technology and business stakeholders, the Service Delivery Manager will ensure services meet business needs and continue to mature through clear governance, insight-led improvement and strong operational leadership. The role will develop the IT Operations Service Delivery capability, embed effective ways of working and improve service quality across people, processes, technology and customer experience. Key Responsibilities Service Delivery, Supplier Management & Integration Own the operational performance of the outsourced global Helpdesk and supporting service partners, ensuring delivery against agreed SLAs, KPIs and customer experience measures. Act as the primary IT Operations owner and senior escalation point for end-user support services, including incidents, requests, problems and major incidents. Lead supplier service reviews, hold partners accountable for contractual commitments and improvement actions, and validate performance measures and service credits where appropriate. Coordinate delivery across Infrastructure, Information Security, Enterprise Services, CRM, Product & Technology and third-party suppliers. Define clear service ownership, responsibilities, escalation paths and effective hand-offs across incident, request, problem and change processes. Drive stable, resilient and consistent service delivery across all supported regions. Service Improvement, Customer Experience & Knowledge Develop and maintain the IT Service Delivery roadmap and lead a structured Continual Service Improvement programme. Improve service processes, ways of working, automation, self-service, knowledge reuse and operational efficiency. Identify and address recurring issues, avoidable demand, service friction and opportunities to improve customer outcomes while reducing avoidable cost. Champion a customer-focused approach, using feedback, complaints, service data and support journeys to shape improvement priorities. Develop a scalable knowledge management capability, with clear standards for knowledge quality, ownership, review and maintenance. Promote a service-focused culture across IT Operations and supplier teams. Governance, Reporting & Stakeholder Management Establish and maintain governance forums, service standards, operational policies and performance measures. Produce dashboards, executive reports and service performance packs, analysing trends, demand, risks, customer feedback and supplier performance. Present service performance, risks, incidents and improvement recommendations clearly to senior leadership and governance forums. Build trusted relationships with senior business stakeholders, IT leadership and supplier teams. Act as the voice of the customer within IT Operations and influence service priorities through evidence, insight and effective stakeholder engagement. Service Introduction & Operational Readiness Ensure new services, applications and technologies meet defined service acceptance and operational readiness criteria before entering live support. Work with project and technical teams to ensure support models, documentation, knowledge and training are in place before go-live. Capture lessons learned from service introductions and embed improvements into future delivery. Operational Risk & Resilience Identify service risks, dependencies and potential points of failure. Maintain appropriate mitigation plans and support business continuity, disaster recovery and operational resilience activities. Skills, Knowledge and Expertise Experience Significant experience in IT Service Delivery or Service Management environments. Proven experience managing outsourced Helpdesks and holding suppliers accountable for performance. Experience improving service performance through governance, reporting, supplier management and continual improvement. Experience developing service management capability, operational processes and performance frameworks. Experience working with global teams, multiple time zones and senior stakeholders. Knowledge & Expertise Strong knowledge of ITIL 4 or 5 service management principles and practical application. Understanding of the SDI Service Desk Best Practice Standard. Experience defining KPIs, SLAs, OLAs and customer experience measures. Practical knowledge of service introduction, operational readiness, knowledge management and continual improvement. Experience using ITSM platforms, service reporting and performance analytics. Leadership & Behavioural Skills Excellent written and verbal communication skills. Strong stakeholder management and influencing skills, with the ability to build trust across business, technical and supplier teams. Customer and service focused, with a clear understanding of how IT support affects user productivity and business performance. Calm, structured and decisive when managing service issues, escalations and competing priorities. Highly organised, proactive and comfortable working in a fast-paced global environment. Preferred Certifications ITIL 4 Foundation (essential) ITIL 4 Managing Professional or Strategic Leader (essential) Lean Six Sigma Yellow Belt or Green Belt (desirable)
Law Business Research Limited
Solution Engineer Department: Commercial Employment Type: Full Time Location: London Reporting To: Rikki Schmidle Description As AI, MCPs, and new connectivity models reshape how legal teams work, the value of proprietary data has never been higher. Lexology PRO has grown consistently at 30% year on year, so we know that our customers value our insights. We also know that customers are looking for more dynamic ways to surface insight, quantify exposure to risk, and stay ahead of regulatory developments. To meet that demand, we are evolving how our data is delivered and embedded into customer workflows, and are hiring a Solution Engineer to bridge customer challenges with product capabilities and turn insight into actionable solutions. Key Responsibilities Pre-Sales Support - Partner with account executives to understand customer requirements and align product capabilities to business objectives. Technical Demonstrations & Presentations - Design and deliver compelling, high level product demonstrations and technical presentations that clearly articulate value to prospective clients. Solution Design & Scoping - Define technical architectures, integration points, and project scope, ensuring proposed solutions are feasible, scalable, and aligned with customer needs. Proof of Concept (PoC) Delivery - Lead the technical execution of trials and PoCs to validate the solution in a real world customer context and support deal closure. Relationship Management - Act as a trusted technical advisor, addressing questions, risks, and objections throughout the sales process. Product Feedback Loop - Communicate customer requirements, objections, and market insights back to product and engineering teams to inform roadmap decisions. Skills Knowledge and Expertise Technical Expertise - Strong understanding of software systems, SaaS platforms, and/or relevant IT infrastructure, including integrations and APIs. Communication Skills - Ability to translate complex technical concepts into clear, value led messaging for both technical and non technical stakeholders. Sales Acumen - Solid understanding of the B2B sales process, with the ability to support value based and consultative selling. Problem Solving Capability - Proven ability to analyse customer business challenges and map them to effective technical solutions. Tools and Technologies - Familiarity with: Software demonstration tools CRM platforms (e.g. Salesforce) API, MCP, and integration tools Basic programming or scripting languages (e.g. SQL, Python) Education and Experience - Typically a bachelor's degree in Computer Science, IT, or a related discipline, with prior experience in a technical, customer facing, or pre sales role. Benefits Eye care - from start of employment Employee Assistance Programme - from start of employment A day off for your birthday - from start of employment Pension (4% employer contribution and 4% employee contribution) - after 3 months Life assurance - after 4 months Cycle to work scheme - after probation Season ticket loan - after probation £350 annual wellbeing allowance to contribute to gym memberships or fitness classes - after probation Puregym access - after probation Perks at work platform access - after probation Private healthcare - after 1 year of service Company socials - additional perks Access to Employee Affinity Networks - additional perks Mentoring scheme - additional perks Volunteering Day - additional perks Mortgage Advice - additional perks Work from anywhere (2 weeks) - additional perks Generous parental leave - additional perks We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page. 'We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.'
Solution Engineer Department: Commercial Employment Type: Full Time Location: London Reporting To: Rikki Schmidle Description As AI, MCPs, and new connectivity models reshape how legal teams work, the value of proprietary data has never been higher. Lexology PRO has grown consistently at 30% year on year, so we know that our customers value our insights. We also know that customers are looking for more dynamic ways to surface insight, quantify exposure to risk, and stay ahead of regulatory developments. To meet that demand, we are evolving how our data is delivered and embedded into customer workflows, and are hiring a Solution Engineer to bridge customer challenges with product capabilities and turn insight into actionable solutions. Key Responsibilities Pre-Sales Support - Partner with account executives to understand customer requirements and align product capabilities to business objectives. Technical Demonstrations & Presentations - Design and deliver compelling, high level product demonstrations and technical presentations that clearly articulate value to prospective clients. Solution Design & Scoping - Define technical architectures, integration points, and project scope, ensuring proposed solutions are feasible, scalable, and aligned with customer needs. Proof of Concept (PoC) Delivery - Lead the technical execution of trials and PoCs to validate the solution in a real world customer context and support deal closure. Relationship Management - Act as a trusted technical advisor, addressing questions, risks, and objections throughout the sales process. Product Feedback Loop - Communicate customer requirements, objections, and market insights back to product and engineering teams to inform roadmap decisions. Skills Knowledge and Expertise Technical Expertise - Strong understanding of software systems, SaaS platforms, and/or relevant IT infrastructure, including integrations and APIs. Communication Skills - Ability to translate complex technical concepts into clear, value led messaging for both technical and non technical stakeholders. Sales Acumen - Solid understanding of the B2B sales process, with the ability to support value based and consultative selling. Problem Solving Capability - Proven ability to analyse customer business challenges and map them to effective technical solutions. Tools and Technologies - Familiarity with: Software demonstration tools CRM platforms (e.g. Salesforce) API, MCP, and integration tools Basic programming or scripting languages (e.g. SQL, Python) Education and Experience - Typically a bachelor's degree in Computer Science, IT, or a related discipline, with prior experience in a technical, customer facing, or pre sales role. Benefits Eye care - from start of employment Employee Assistance Programme - from start of employment A day off for your birthday - from start of employment Pension (4% employer contribution and 4% employee contribution) - after 3 months Life assurance - after 4 months Cycle to work scheme - after probation Season ticket loan - after probation £350 annual wellbeing allowance to contribute to gym memberships or fitness classes - after probation Puregym access - after probation Perks at work platform access - after probation Private healthcare - after 1 year of service Company socials - additional perks Access to Employee Affinity Networks - additional perks Mentoring scheme - additional perks Volunteering Day - additional perks Mortgage Advice - additional perks Work from anywhere (2 weeks) - additional perks Generous parental leave - additional perks We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page. 'We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.'
Law Business Research Limited
Business Development Executive - Insight: Sales Department: Commercial Employment Type: Full Time Location: London Description This is an excellent opportunity for a results-driven and ambitious salesperson with a track record of exceeding targets, to join our high-performing team. Selling to top tier law firms globally with the opportunity for international travel, the ideal candidate will be confident, presentable and have impeccable communication skills. This is an exciting role requiring both account management and closing new business prospects across a variety of our market leading products, whilst also using your relationship management and negotiation skills to upsell and renew existing clients via telephone / screen share presentations and email communications. With an uncapped commission plan this is a fantastic opportunity for the right person to take advantage of our position as market leaders, and the earning potential this role offers. Key Responsibilities Renew existing accounts whilst also generating new business across a number of our established Performance Data products. Effective pipeline management and use of CRM systems. Develop and implement plans to meet and exceed sales targets. Develop and maintain strong relationships with clients Develop in-depth market and sector knowledge of clients and competitors. Skills Knowledge and Expertise 1+ years of B2B sales / account management experience. Previous experience selling marketing solutions within the legal or professional services market is desirable, but not essential. A first-class track record of sales performance, excellent rapport building, negotiation, and communication skills. Self-motivated team player that can exceed goals and revenue expectations, with the ability to work on their own initiative whilst building positive and rewarding working relationships with both colleagues and stakeholders. Experience of using a CRM system. Excellent communication and presentation skills is a must. An aptitude for working towards deadlines and succeeding in a target driven environment. Benefits Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported: Start of employment: Eye care Employee Assistance Programme A day off for your birthday After 3 months employment: Pension (4% employer contribution and 4% employee contribution) After 4 months employment: Life assurance After probation: Cycle to work scheme Season ticket loan £350 annual wellbeing allowance to contribute to gym memberships or fitness classes Puregym access Perks at work platform access After 1 year service: Private healthcare Additional Perks: Company socials Access to Employee Affinity Networks Mentoring scheme Volunteering Day Mortgage Advice Work from anywhere (2 weeks) Generous parental leave We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page. 'We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.'
Business Development Executive - Insight: Sales Department: Commercial Employment Type: Full Time Location: London Description This is an excellent opportunity for a results-driven and ambitious salesperson with a track record of exceeding targets, to join our high-performing team. Selling to top tier law firms globally with the opportunity for international travel, the ideal candidate will be confident, presentable and have impeccable communication skills. This is an exciting role requiring both account management and closing new business prospects across a variety of our market leading products, whilst also using your relationship management and negotiation skills to upsell and renew existing clients via telephone / screen share presentations and email communications. With an uncapped commission plan this is a fantastic opportunity for the right person to take advantage of our position as market leaders, and the earning potential this role offers. Key Responsibilities Renew existing accounts whilst also generating new business across a number of our established Performance Data products. Effective pipeline management and use of CRM systems. Develop and implement plans to meet and exceed sales targets. Develop and maintain strong relationships with clients Develop in-depth market and sector knowledge of clients and competitors. Skills Knowledge and Expertise 1+ years of B2B sales / account management experience. Previous experience selling marketing solutions within the legal or professional services market is desirable, but not essential. A first-class track record of sales performance, excellent rapport building, negotiation, and communication skills. Self-motivated team player that can exceed goals and revenue expectations, with the ability to work on their own initiative whilst building positive and rewarding working relationships with both colleagues and stakeholders. Experience of using a CRM system. Excellent communication and presentation skills is a must. An aptitude for working towards deadlines and succeeding in a target driven environment. Benefits Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported: Start of employment: Eye care Employee Assistance Programme A day off for your birthday After 3 months employment: Pension (4% employer contribution and 4% employee contribution) After 4 months employment: Life assurance After probation: Cycle to work scheme Season ticket loan £350 annual wellbeing allowance to contribute to gym memberships or fitness classes Puregym access Perks at work platform access After 1 year service: Private healthcare Additional Perks: Company socials Access to Employee Affinity Networks Mentoring scheme Volunteering Day Mortgage Advice Work from anywhere (2 weeks) Generous parental leave We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page. 'We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.'