Overview of the Function
Our global Knowledge function provides the nexus between legal expertise and innovation to transform the firm’s collective expertise into a competitive advantage – harnessing our unique proprietary knowledge to power advanced workflows, positioning the firm as a thought leader, and ensuring the firm’s lawyers stay at the cutting edge of the law and AI-powered legal service delivery. The Knowledge Systems team is a key part of the Knowledge function. Technology and AI are a powerful amplifier and acts as the gateway for the firm’s lawyers and business services colleagues to access, navigate, and leverage curated collections of knowledge, insights, and data held in our systems. The Knowledge Systems Team leads the strategy, direction and optimization of Knowledge systems and search, storage and curation of legal data for the benefit of the firm.
Role Summary / Purpose of Job
The Senior Knowledge Systems Manager is responsible for key systems and technology infrastructure owned and used by the Knowledge function, ensuring alignment with the global Knowledge strategy.
The Senior Knowledge Systems Manager oversees both the delivery and continuous improvement of technology-enabled knowledge curation, ensuring that systems, governance and services meet business needs and are future-fit. The role is responsible for leading and developing a small team, contributing to and executing the Knowledge Systems roadmap, managing key stakeholder relationships, and helping drive a culture of innovation and excellence. The Senior Knowledge Systems Manager will be a senior-level ‘go to’ person for Knowledge systems expertise within the Knowledge function, providing guidance and expertise to Knowledge colleagues globally and collaborating on a cross-functional basis with colleagues in, for eg, Information Technology, Innovation and with roles in Marketing and Business Development focused on efficient functioning of systems and experience capture. The Senior Knowledge Systems Manager will operate with significant autonomy in day-to-day operations, problem-solving and team management, while working under the direction of the Co-Chief Knowledge Officers and as part of the wider Global Innovation Office. The role will demonstrate leadership in fostering a culture of excellence and innovation, supporting the achievement of the firm's Knowledge objectives and serving as a role model for best practices in the use of knowledge-related technology.
Key Responsibilities and Deliverables
1. Understand the strategic goals of, and contribute to the development and execution of, the Knowledge Systems strategy in alignment with the wider Knowledge function priorities.
2. Own the implementation and ongoing evolution of the Knowledge Systems technology roadmap, in particular identifying and leading key initiatives related to systems enhancements, integrations, and new solutions, working closely with Information Technology – this will include the continued build-out, promotion and embedding of DeepJudge, as well as future products.
3. Serve as a Knowledge Systems subject matter expert, representing the area in firmwide discussions – this includes discussion with PGs, Data office, legal, IT.
4. Active participant and contributor to the firm GIO Innovation strategy and implementation – this includes monetizing our K data assets, integration of AI into our legal workflow, standardization of the matter life cycle, etc.
5. Develop, implement, and oversee robust governance protocols for content curation, metadata management, quality assurance, and access control within Knowledge systems.
6. Design and maintain processes for the upload, tagging, review, and lifecycle management of knowledge content to optimize search, drive system integrity and user trust.
7. Lead regular audits of Knowledge systems, identifying opportunities for improvement and ensuring compliance with internal policies and regulatory requirements.
8. Build and manage effective relationships with key internal stakeholders, including Knowledge Lawyers, Practice Resource Attorneys, Innovation, Information Technology, Legal and other Business Services colleagues – serving as a trusted advisor on Knowledge Systems matters.
9. Act as the primary point of contact for system-related queries, escalations, and change requests, facilitating communication and alignment of priorities.
10. Liaise with external vendors, consultants, and product providers to ensure service quality and support system development and training activities.
11. Lead and manage projects for new technology implementations, system upgrades, and integrations that impact Knowledge within the firm, providing subject matter input, eg on likely use cases/user journeys for the firm’s lawyers and for colleagues with a KM remit.
12. Deliver regular metrics, reports, and insights on system performance, usage, and improvements to Knowledge leadership and other stakeholders.
13. Contribute input to business cases for investment in new products.
14. Proactively identify, assess, and lead initiatives to improve Knowledge systems, user experience, process efficiency, and adoption across the firm.
15. Implement mechanisms for gathering user feedback and system usage data; use insights to inform enhancements and champion a continuous improvement culture.
16. Collaborate with the GIO teams (CDG, Lab, LTO, Ideation & Adoption) in prioritizing and initiating cross GIO projects and efforts to improve efficiency and introduce new vendors / technologies
17. Stay abreast of industry trends, emerging technologies, and best practices; evaluate and recommend solutions that align with the firm’s Knowledge strategy.
18. Oversee and deliver training programs and guidance materials for Knowledge systems, developing e-learnings, live workshops, and reference documentation.
19. Support change management efforts, championing adoption of new tools and processes, and empowering users to maximize system value.
20. Ensure the team provides timely, knowledgeable, and proactive support to end-users, enabling self-service wherever possible.
21. Lead, coach, and develop the Knowledge Systems Specialist, setting clear objectives, providing regular feedback, and fostering professional growth.
22. Set priorities and allocate work, ensuring delivery against service standards and project milestones.
23. Promote a collaborative, inclusive team environment and role-model the firm's values.
Key Requirements (Communication/Skills/Experience)
24. Degree educated in a relevant field.
25. Significant experience in Knowledge Systems, Knowledge Management, information management, or a closely related discipline, ideally within a professional services, legal, or corporate environment.
26. Highly IT literate, with expert-level knowledge of Microsoft SharePoint (including designing, maintaining, and optimizing pages, libraries, search dashboards, and metadata structures) and strong proficiency in Microsoft Office 365 products.
27. Demonstrated experience managing projects, owning process improvements, and/or leading others (formally or informally).
28. Experience with information governance, database/content management, and system administration.
29. Able to translate business needs into technical/system requirements and deliver practical solutions.
30. Strong stakeholder management, influencing, and relationship-building skills across all levels.
31. Excellent communication skills, both oral and written, with the ability to tailor messages to a wide variety of audiences.
32. Strong analytical, organizational, and administrative skills, with a keen attention to detail.
33. Self-starter with a continuous improvement mindset, able to take initiative, own outcomes, and drive projects to completion while balancing long-term objectives with day-to-day demands.
34. Sound judgment and decision-making skills, with the ability to operate independently while escalating appropriately.
35. Degree in law, information science, or information management.
36. Experience delivering or designing training (including e-learning) for information systems or technology tools.
37. Familiarity with related Knowledge Systems tools such as iManage, Foundation, DeepJudge, Contract Express, or similar software.
38. Understanding of legal products and services.
Inclusion
Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.
Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.