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About the Role

The Senior Manager, Case/Contract Management Services, leads Client Services teams supporting eDiscovery and legal managed services. This role provides strategic oversight for delivery operations, client satisfaction, process governance, and staff development, acting as a senior escalation point for complex issues. The Senior Manager oversees teams delivering high-quality legal and eDiscovery services, ensuring consistency, scalability, defensibility, and operational excellence. The role combines leadership, client relationship management, workforce development, and continuous improvement responsibilities.

Responsibilities

Serve as a senior client-facing leader for strategic accounts, providing consultative guidance and operational oversight across legal, compliance, CyberMine and Data Subject Access Request engagements.
Manage and lead team of 5-8 Client Managers.
Directly supervise and mentor employees and team leads, including performance management, coaching, and career development.
Develop staffing strategies to ensure appropriate coverage across clients, matters, and shifts.
Establish performance expectations, productivity goals, and quality standards for team members.
Conduct regular one-on-one meetings, performance reviews, and development discussions.
Build a culture of accountability, collaboration, client focus, and continuous improvement.
Identify succession planning opportunities and prepare future leaders within the organisation.
Maintain expert knowledge of the Case/Contract Management Services function and related workflows.
Conduct Root Cause Analysis (RCA) and implement scalable corrective actions.
Identify process gaps, operational risks, and opportunities for standardisation.
Lead continuous improvement initiatives that enhance quality, efficiency, and defensibility.
Consult with workgroup leaders to develop customised workflows and service solutions.
Ensure compliance processes and workflows supporting UK regulatory, privacy, and contract management services are effectively governed, documented, and continuously improved.
Partner with global counterparts to ensure consistent service delivery and governance.
Collaborate across Client Services, Processing, Production, Managed Review, Client Support, and Technology teams.
Lead cross-functional initiatives that improve operational effectiveness and client outcomes.
Oversee resource planning, capacity management, forecasting, and operational reporting.
Support budgeting, scope management, and utilisation objectives.
Monitor operational metrics and implement action plans to improve performance.
Contribute to strategic initiatives and service offering enhancements.
Maintain the technical expertise necessary to perform all responsibilities of a Senior Case/Contract Management Services Analyst when required.
Provide guidance on Relativity, Viewpoint, analytics, productions, review workflows, and defensibility best practices.
Act as a senior escalation resource for complex client, legal, technical, and workflow matters.
Mentor and train direct reports to achieve proficiency in all core Client Services responsibilities and competencies.

Requirements

Bachelor’s degree or equivalent professional experience.
8 – 12+ years of experience in eDiscovery, legal services, or managed legal services environments.
2–5+ years of people management experience leading professional teams.
Proven experience managing multiple teams, projects, and client relationships simultaneously.
Advanced expertise in Relativity, Viewpoint, and eDiscovery workflows.
Demonstrated success leading teams, driving process improvements, and managing operational performance.
Strong coaching, consulting, communication, and client relationship management skills.
Experience implementing RCA-driven solutions and organisational best practices.

Skills

eDiscovery
Legal Managed Services
Relativity
Viewpoint
Data Subject Access Request
Root Cause Analysis (RCA)
Process Improvement
Client Relationship Management
Coaching
Consulting
Communication

Location

Work Type

Permanent
Full-time

Experience Level

Senior
8-12+ years
2-5+ years management

Education Level

Bachelor's degree or equivalent professional experience
eDiscovery certifications preferred
Industry certifications preferred

About the Company

Conduent’s Legal, Compliance and Analytics (LCA) business focuses on streamlining data, ensuring defensibility, and cutting costs in response to rising legal demands.
The division provides end-to-end eDiscovery, legal managed services, and risk solutions to help corporate and law firm leaders zero in on critical information.
Currently utilised by 20% of the Fortune 100, the business employs high-performance platforms like Viewpoint and Relativity One to manage complex litigation with speed and accuracy.
A global team of lawyers and data scientists provides scalable 24/7 support to supercharge attorney decisions and meet strict litigation deadlines.
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them.
You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Equal Opportunity

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to FTADAAA@conduent.com. You may also click here to access Conduent's ADAAA Accommodation Policy.