Managing Director, Managed Services (Legal Technology + Operations)

The Legal Technology and Operations practice group at Harbor is the leading provider of legal technology professional services for law firms and corporate law departments. This world-class team possesses a deep understanding of technology application for optimal client return. Our services provide clients with the insights and skills needed to review, understand, implement, and successfully deploy technology and supporting business processes to achieve their goals. Our partnerships with leading legal technology providers allow clients to benefit from our product-specific expertise and gain new market perspectives along the way.

Harbor is seeking an experienced business leader to lead our quickly growing Managed Services practice. As legal technologies accelerate their investment in cloud and other advanced technologies, there is an expanding need to help firms manage vital business and legal applications to ensure continuity of service and return on investment in the ever-changing climate of cloud computing. This makes Harbor’s Application Managed Services an incredibly attractive solution to our clients.

The ideal candidate for the Managing Director role will be one with experience building a service business and leveraging existing talent and client relationships to grow the business in new geographies and solutions.  In addition, the managing director will participate in business development and marketing activities to support the continued growth of the Legal Technology and Operations practice. Account management will be seen as a critical function, and the role will effectively support the management of our future and existing client relationships by ensuring that our service delivery meets client expectations and contractual commitments. 

This is a remote position that can be worked from anywhere in the US, Canada or UK.  We prefer East Coast hours in the US and Canada.

Responsibilities of the Managing Director: 

Strategic Leadership: 

• Thought leadership with deep understanding of legal technology market dynamics and client needs. 
• Collaborate with Practice Group leadership, and enterprise leaders, to inform and validate growth strategy and produce business cases for key growth initiatives. 
• Manage financials for solution lines, including ensuring accuracy and visibility into: 
• Resource management and utilization 
• Sales pipeline and revenue backlog 
• Budget management 
• Work with Practice Group Leader and finance business partners to: 
• Establish annual budgets, and to manage against those budgets throughout the year. 
• Balance team with technology skills necessary to meet current and future client needs.  
• Build and execute approved strategic growth programs. 
• Work with vendors/partners to develop senior relationships (directly and via Harbor Partnership teams) and ensure alignment with vendor/partner strategy and manage any potential cross over. 
• Leverage Partnership opportunities in reaching Harbor’s growth goals.  

Client Engagement and Delivery: 

• Grow the Managed Services business to be a world-class, highly valuable client experience that builds on solving client problems with the most knowledgeable resources in the industry. 
• Be the visible and credible leader in account management activities across active and prospective accounts for managed services. 
• Ensure the team is consistently delivering high quality service across all touchpoints of managed services to clients.  
• Define and strive for full compliance to policies and procedures in core delivery areas, including managing service level agreements (SLAs), defined deliverables, forecasting capacity, and status reporting for clients. 
• Work with the team and clients to consistently identify and continuously improve the services by enhancing methodologies, practice aids, delivery approaches and support tools and processes. 

Business Development: 

• Establish thought leadership expertise in the market.  
• Partner with marketing and the client engagement team to prepare and develop organized go-to-market solutions that articulate value to clients and generate demand. 
• Lead business development activities including, but not limited to, qualifying opportunities, proposal presentations, statement of work development. 
• Drive business origination and expansion through existing and developed client relationships. 
• Actively manage responses to Request for Proposals (RFPs). 
• Lead relationships with vendor partners to develop market and client opportunities and deliver services. 
• Cultivate new senior level relationships with current clients and coach junior staff to become lead contacts. 
• Participate in industry events, speaking events, while building a reputation for thought leadership. 
• Develop the managed services team leadership to enable business development skills and potential client engagement. 

Company + People Management: 

• Actively develop ideas for and contribute to practice growth evolution and company-wide strategic initiatives.  
• Personal commitment to onboarding, recruiting, and growing the business. 
• Encourage and facilitate collaboration within and across teams. 
• Ensure that the team upholds firm values along with policies and procedures.  
• Actively manage, develop, coach and mentor others.   
• Build an organization structure for growth (geographic, vendor/partner, product) and develop team leadership and wider team to meet that growth inclusive of personal development plans. 
• Manage mix of resources in various global locations based on business and client needs. 

Qualifications:

• 10+ years of experience building and leading a team focused on service delivery. 
• 15+ years of experience in legal technology application services.  
• 15+ years of experience delivering projects, including overseeing other resources to the completion of their tasks in a consulting or professional services environment. 
• Bachelor’s degree in Finance, Business, Computer Science, Software Engineering, Information Science, Economics, Statistics, or Accounting is preferred. 
• IT Project management, including implementation methodologies such as agile. 
• Ability to adapt to fast-paced and high-pressure environments. 
• Excellent client-facing communication skills (written and spoken). 
• Exceptional analytical and quantitative skills. 
• Demonstrate sound judgement and attitude when interacting with client and internal stakeholders. 
• Ability to work both independently and collaboratively. 
• Advanced knowledge of Microsoft Office Suite and Email, including Microsoft Excel, Project