Service Management and Continuous Improvement Lead - #1765051

Location Glasgow

Department Transformation

Type Permanent, Hybrid Working

At Clyde & Co, we believe that diverse perspectives fuel innovation and drive success. Our international reach is matched by our inclusive and collaborative culture - one where people from all backgrounds thrive. Now is an exciting time to join our Glasgow team as we continue to transform our business services function. If you're a proactive self-starter passionate about service excellence, this is your opportunity to shape the future of a truly global law firm.

About The Role

As our GBS Service Management and Continuous Improvement Lead, you'll play a pivotal role in ensuring the efficient delivery of services across our Global Business Services (GBS) environment. Reporting to the Head of GBS Service Delivery, you'll lead performance monitoring, service improvement initiatives, governance frameworks, and business continuity planning. You'll also champion operational excellence across teams and manage projects that enhance service quality.

What You'll Do

• Design and implement a robust service management framework aligned to business goals
• Lead service performance reviews, reporting, and stakeholder engagement
• Drive continuous improvement initiatives across GBS, including process optimisation and automation
• Oversee quality control, issue resolution, and compliance monitoring
• Lead the development and testing of the Business Continuity Plan
• Mentor colleagues in operational excellence and support cultural change
• Manage third-party service provider relationships
  
  

What We're Looking For

• A degree in a relevant field
• Proven service management experience, ideally in a shared services or professional services environment
• Excellent communication and relationship-building skills
• A self-starter mindset with a strong focus on delivery and outcomes
• Experience with process improvement, data-driven decision making, and project management principles
• Inclusive leadership and a collaborative spirit
  
  

When you work at Clyde & Co, you join a team of 490 partners, 2,400 lawyers, 3,200 legal professionals and 5,500 people in nearly 70 offices and associated offices worldwide. Our values are the principles that guide the decisions we make, unite us in our endeavours and strengthen our delivery, for both our clients and our firm. We work as one, excel with clients, celebrate difference and act boldly. We are committed to operating in a responsible way by progressing towards a diverse and inclusive workforce that reflects the communities and clients it serves. We are devoted to providing an environment in which everyone can realise their potential, using its legal and professional skills to support its communities. We do this through pro bono work, volunteering and charitable partnerships, and minimising the impact it has on the environment, including through our commitment to the SBTi Net-Zero standard and the setting of ambitious emissions reduction targets.

We offer a range of tailored benefits and support, including healthcare, retirement planning and wellbeing initiatives.

Clyde & Co is proud to be an equal opportunities employer. Our core values encourage us to support fairness, celebrate diversity and prohibit all forms of discrimination in the workplace to allow everyone to excel at work. Therefore, we welcome and encourage all applications from suitably qualified individuals, regardless of background or identity.

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