Job Purpose:

The Lead, Digital Document Services is responsible for the strategic oversight, operational management, and continuous improvement of the firm's digital document services and data room processes. This role ensures the delivery of high-quality, efficient, and compliant document-related support, including formatting, dictation, and the successful roll-out and ongoing management of virtual data rooms across all divisions. The Lead will drive standardisation, leverage technology, and collaborate closely with internal stakeholders to enhance service delivery.

Key Accountabilities:

Strategic Leadership & Team Management:

• Lead, manage, and develop the team responsible for delivering digital document services and data room support on a national basis.
• Set clear objectives, manage performance, and foster a culture of excellence, accuracy, and client service within the team.
• Contribute to the overall strategy for Shared Administration Services, ensuring digital document and data room services align with firm objectives.

Digital Document Services Oversight:

• Manage and oversee all aspects of digital document services, including:
  • Formatting: ensuring all documents adhere to the firm's brand guidelines and "Freeths style" for consistency and professionalism.
  • Dictation Services: managing the efficient and accurate transcription of dictations, ensuring timely delivery and quality control.
• Oversee the maintenance of template and precedent repositories, ensuring the team has access to accurate and up-to-date starting documents.
• Lead any house style update initiatives, managing the transition to minimise workflow disruption and embedding updated standards consistently across the national team.

Other Related Activities:

• Overseeing services such as document conversion, proofreading, template management, and advanced document production.
• Implement and monitor quality control processes to ensure accuracy, consistency, and adherence to service level agreements (SLAs).

Data Room Process Design, Roll-out & Management:

• Design & Development Support: Actively support the finalisation of the data room process design, providing operational insights and requirements.
• Roll-out Leadership: Lead the successful implementation and roll-out of the new data room capability across all legal divisions, ensuring effective user adoption and training.
• Ongoing Management: Oversee the day-to-day administration, management, and support of all virtual data rooms, ensuring their efficient operation for client transactions and internal projects.
• Security & Compliance: Ensure the highest standards of data security, confidentiality, and adherence to firm policies and relevant regulations within all data room operations.

Process Optimisation & Technology Deployment:

• Work closely with the Director of Service Transformation to identify opportunities for process enhancement, automation, and efficiency gains within both digital document services and data room management.
• Lead the effective deployment and adoption of new technologies, software, and capabilities (e.g., ServiceNow integrations, advanced document management tools) to streamline workflows and improve service delivery.
• Champion best practices and innovative solutions to enhance productivity and user experience.

Cross-functional Collaboration & Stakeholder Engagement:

• Collaborate effectively with other Leads within Shared Administration Services to ensure seamless integration of services.
• Work closely with Legal Departmental Support Leads and other legal professionals to understand their specific document and data room requirements and ensure services are responsive to their needs.
• Engage with IT to ensure the stability, security, and functionality of all relevant systems and platforms.

Performance Monitoring & Reporting:

• Establish and monitor Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) for all digital document and data room services.
• Track, analyse, and report on service delivery performance, identifying trends, areas for improvement, and successes.
• Provide regular updates and reports to the Head of Shared Administration Services on operational performance, project status and team achievements.

Skills and Experience:

• Proven experience in a leadership or senior specialist role managing digital document services, document production, or data room administration, preferably within a legal or professional services environment.
• Demonstrable expertise in document formatting, dictation services, and advanced document production techniques.
• Strong experience with virtual data room platforms (e.g., Intralinks, Datasite, HighQ) including setup, administration, and user support.
• Experience in leading the roll-out of new technologies or processes across an organisation.
• Excellent understanding of data security, confidentiality, and compliance requirements related to document and data room management.
• Strong leadership, team management, and coaching skills, with the ability to motivate and develop a specialist team.
• Exceptional attention to detail and a commitment to accuracy and quality.
• Excellent communication, interpersonal, and stakeholder management skills, with the ability to explain complex technical concepts clearly.
• Experience with process improvement methodologies and a proactive approach to identifying and implementing efficiencies.
• Proficiency in relevant software, including advanced Microsoft Office suite and document management systems.

Key Relationships:

• Head of Shared Administration Services (Direct Manager)
• Director of Service Transformation
• Other Leads within Shared Administration Services
• Leads in Legal Departmental Support
• Partners and lawyers
• IT Department
• External technology vendors (e.g., data room providers, dictation service providers)

Performance Measures:

• Achievement of defined SLAs and KPIs for digital document services (e.g., turnaround times, accuracy rates).
• Successful and timely roll-out of the data room capability across divisions.
• User satisfaction with digital document and data room services.
• Compliance with data security and confidentiality protocols.
• Identification and implementation of process efficiencies and cost savings.
• Team performance, engagement, and development.

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