Office Services Manager

Williams Lea; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global business support services provider is seeking an experienced Office Services Manager in London. The role involves leading operational teams, ensuring high service quality, and engaging with clients to meet their needs. Ideal candidates will have strong leadership skills and a background in delivering office services. This position offers a range of benefits including private medical insurance and a cycle-to-work scheme.

Benefits

25 days holiday

Private Medical Insurance

Discounted gym memberships

Qualifications

• Proven experience in a people management or team leadership role.
• Demonstrable experience delivering office services within a corporate environment.
• High level of confidence when engaging with senior stakeholders.

Responsibilities

• Oversee day-to-day operations to ensure client requirements are met.
• Build and maintain effective working relationships with clients.
• Provide coaching and performance management for direct reports.

Skills

People management

Office services delivery

Client-focused approach

Decision-making

Communication

Job description

We are seeking an experienced Office Services Manager to oversee the delivery of high-quality office services for a top US law firm in London. This role combines operational leadership, team management, and client engagement to ensure services are delivered accurately, efficiently, and in line with client expectations. You will lead the production team, providing clear direction, support, and oversight to achieve service level agreements and operational excellence. Working closely with the Account Director, you will maintain effective processes, manage workloads, and ensure client deadlines and quality standards are consistently achieved., Operational Leadership

Operational Leadership

• Oversee day-to-day operations to ensure client requirements are met while supporting employee engagement and development.
• Prioritise, allocate, and manage workloads to ensure deadlines are achieved efficiently.
• Take full accountability for all client requests, ensuring a consistently high standard of delivery.
• Identify and address potential issues proactively, escalating where appropriate.

Client Relationship Management

• Build and maintain effective working relationships with clients and external suppliers (e.g. printing vendors, agencies).
• Ensure client satisfaction through clear communication, effective governance, and proactive issue resolution.
• Support account growth by identifying opportunities and contributing to proposals for extended or enhanced services.
• Prepare and present monthly management information, service invoices, and performance reporting.

Team Management

• Provide coaching, mentoring, and performance management for direct reports.
• Support learning and development initiatives to enhance team capability and succession planning.
• Build a culture of collaboration, accountability, and continuous improvement.
• Manage day-to-day team operations and conduct service reviews in line with OpEx audit report requirements and contract governance.
• Drive team performance through regular appraisals, constructive feedback, and development planning to ensure individual and collective objectives are achieved and aligned with organisational goals.

Process & Quality Management

• Develop, implement, and maintain standard operating procedures (SOP's), Knowledgebank and RCA to ensure consistent and compliant service delivery.
• Drive continuous improvement initiatives to enhance quality, efficiency, and innovation.
• Maintain awareness of industry trends, emerging technologies, and best practice.
• Champion the Williams Lea culture by leading by example and demonstrating company values.
• Ensure compliance with all health and safety regulations by promoting a safe working environment, conducting regular risk assessments, and implementing appropriate policies and procedures.
• The role requires a proactive, commercially minded individual with the ability to utilise software and workflow tools to optimise efficiency and deliver exceptional client outcomes. A high degree of confidence when working with senior stakeholders, alongside a polished and professional approach, is essential.
• An understanding of first-generation TUPE processes is desirable; however, candidates without this experience will also be considered.

Qualifications & Experience

• Proven experience in a people management or team leadership role.
• Demonstrable experience delivering office services within a corporate and/or professional services environment, including reprographics, print production, and mail services.
• High level of confidence and credibility when engaging with senior stakeholders, with a polished and professional communication style.
• Excellent communication, planning, and organisational skills.
• Client-focused approach with strong attention to detail and a proactive mindset.
• Commercial awareness, including the ability to manage budgets, costs, and resource allocation effectively.
• Confident decision-maker, able to prioritise competing demands and operate effectively under pressure.
• Sound understanding of document production processes, associated cost models, and internal invoicing procedures (training will be provided).
• Performance management and appraisals.

Company Overview

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7000 people worldwide, provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

Benefits

• 25 days holiday, plus bank holidays (pro-rata for part time roles)
• Salary sacrifice schemes, retail vouchers - including our Tech Scheme which can be used on a range of gadgets such as Smart TV's, laptops and computers or household appliances.
• Life Assurance
• Private Medical Insurance
• Dental Insurance
• Health Assessments
• Cycle-to-work scheme
• Discounted gym memberships
• Referral Scheme

You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!