Practice System Service Owner

Your role

As Practice Systems Service Owner, you will own the day-to-day delivery, performance, and continual improvement of practice-critical technology services that underpin legal work and client engagement at Linklaters. Your focus will be on applications and tools within the Practice Systems landscape, including document lifecycle, matter management, knowledge and information, and document management systems, ensuring they are reliable, secure, and aligned with user needs. Specifically, you will:

• Provide Level 2 support and timely resolution of escalations for all core practice systems, acting as a trusted escalation point for issues impacting legal teams and client delivery.
• Implement and manage service roadmaps for practice systems, translating the strategic vision set by the Head of Practice Systems and senior stakeholders into operational objectives and enhancements.
• Work proactively with Product Owners to ensure service delivery is fully aligned with development priorities and timelines, enabling the rapid introduction of new features, regulatory updates, and innovations for legal practice.
• Facilitate regular meetings with Product Owners, business representatives, and legal users to review service performance, gather feedback, and identify opportunities for practice-focused enhancements.
• Act as the primary contact for all operational, process, and performance aspects of the firm’s practice systems, ensuring prompt, effective responses to business needs.
• Monitor and analyse service performance and reliability using metrics and logging tools, with a strong emphasis on the availability and user experience of practice-critical applications.
• Identify and mitigate risks associated with practice systems, proactively addressing any operational, data integrity, or compliance issues that could disrupt legal workflows.
• Ensure practice systems comply with relevant internal policies, professional standards, and legal and regulatory requirements that shape the delivery of legal services.
• Use analytics, feedback, and service health insights to continuously improve efficiency, usability, and business value of practice systems.
• Drive root cause analysis and problem management to resolve and prevent recurring issues unique to legal technology environments.
• Plan for capacity and demand, ensuring the practice systems ecosystem can adapt seamlessly to evolving client expectations, new service offerings, and volume growth.

About you

• Experience supporting or managing legal practice technology systems—such as document management, knowledge management, matter management, or related tools—ideally within a law firm or professional services context.
• Strong knowledge of legal business processes and workflows, with the ability to translate complex user requirements into technology solutions that improve efficiency and client service.
• Practical familiarity with incident, problem, change, and capacity management, and their application within large-scale, practice-critical systems.
• Awareness of risk, compliance, and data privacy issues relevant to legal technology platforms and their usage within a global, regulated environment.
• Exceptional relationship and stakeholder management skills, with a proven ability to work collaboratively with lawyers, business teams, and technology colleagues.
• Excellent communication and influencing skills, able to lead meetings, articulate complex issues, and build consensus across diverse audiences.
• Analytical mindset, with experience leveraging metrics and user feedback to drive continuous improvements in service robustness and user experience.
• Proactivity in identifying opportunities to enhance system capability, streamline workflows, and deliver tangible value to practice groups.
• Ability to handle multiple priorities, navigate ambiguity, and deliver high-quality outcomes under pressure in a fast-paced legal environment.
• Commitment to Linklaters’ values of inclusivity, respect, innovation, and continuous development, with a focus on supporting exceptional client outcomes through technology.

Linklaters

Linklaters is a global law firm, providing legal services in 20 countries and through 30 offices.

Linklaters is a people business. Being best in class in the eyes of our clients means that our people must be exceptional.

We look not only for brilliant minds, but for people who will thrive in our environment: people who love working collaboratively and demonstrate the innovative, efficient, agile, entrepreneurial, and responsible mind-set we aim to bring to every interaction.

Ours is an environment of outperformance. We achieve this not with targets and incentives, but by fostering a positive, supportive, fair, and open atmosphere.

We respect and value difference but insist on inclusivity. We celebrate all aspects of diversity and challenge any form of bias. This is vital to our ability to work as one team, with a common goal.

What sets us apart

At Linklaters

• We offer a truly global work experience and the opportunity to be involved in strategic projects that drive innovation and shape the future of our business
• We belong to a firm that embodies its corporate social, environment, and governance responsibility commitments
• We remain focused on talent and having the best people which will result in a diverse workforce
• Having got the best people, we want them to feel included, valued and respected so they can perform at their best
• We advocate speak-up culture to empower our people in sharing their voices and an open-door policy to ensure they are listened to
• We invest in custom-fit career paths for our people in line with their talents and aspirations
• We provide agile working solutions to meet the changing needs of our people and our business
• We are committed to people first relationships based on mutual trust, respect, and appreciation
• We support the health and wellbeing of our people, providing a safe space to talk about emotions and mental health with access to expert advice as needed
• We invest in developing leaders of the future who demonstrate emotional intelligence and a passion to discover, coach and develop the talents of others

Technical Skills:

This list of duties and responsibilities above is not exhaustive.  It is intended to describe the general content of, and requirements for, the performance of this job. As such, the role may also include the undertaking of additional tasks as required.