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Manchester, England, United Kingdom
Hybrid
Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.
We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.
Role Summary
The Senior Resource Manager is responsible for overseeing Clio Operate’s overall resource demand, scale, and utilisation across all regions (EMEA, NAMER, and APAC), covering internal and partner services teams, ensuring optimal staffing for the sales pipeline, partner pipeline, Customer Success Initiatives, and Service Desk elements. This role involves strategically managing resource supply and demand through continuous monitoring of utilisation, forward planning, and proactive capability development to maximise profitability and efficiency.
Key Responsibilities
Resource Planning and Allocation:
Review the demand view weekly in conjunction with the Professional Services (PS) leadership team, sales, and Customer Success, identifying gaps in service demands.
Strategically position demand to the right resourcing groups.
Assign the right people with the right skills to projects based on availability (Resource Allocation & Scheduling).
Resolve scheduling bottlenecks and negotiate priorities between project managers (Conflict Resolution).
Monitor the utilisation of all internal, partner, and contractor staff across EMEA, NAMER, and APAC continuously, and move identified capacity to appropriate opportunities within PS, Customer Success (CS), Partners, or clients.
Forecast future staffing needs (Capacity Planning) and forward plan resource supply to ensure people are in place ahead of time based on forecasted demands.
Talent and Capability Management:
Define regional role requirements for sustained demands by working with capability leads (Solution Architecture, Solution Consultants, Technical, Customer Success, and Project Managers) across EMEA, NAMER, and APAC, and secure approvals to create hiring demand.
Work with partner organisations or contractor hire teams across all regions (EMEA, NAMER, and APAC) for tactical resource augmentation, ensuring seamless integration with internal staff capability plans.
Work with the Training Manager to ensure new hires, based on their roles, have their training planned and scheduled.
Ensure role competency frameworks are maintained and monitored in conjunction with capability leads.
Using the role competency framework, conduct regular Skill Gap Analysis to identify gaps in team expertise and collaborate with capability leads to establish upskill plans.
Identify resources requiring further training to upskill, and take appropriate actions to facilitate their knowledge upskills.
Oversee the tracking of training progression and ensure resources are reaching the expected level of competency.
Work with hiring managers to ensure internal hires arrive on time and have learning pathways agreed and planned with training managers.
Ensure internal and partner resources who have undergone training have appropriate project opportunities to upskill.
Performance Monitoring and Reporting:
Track billable hours and resource usage to maximise profitability (Utilisation Monitoring).
Track non-billable hours and resource usage to provide data into cost to server per customer
Provide data to senior management regarding resource utilisation and project status (Performance Reporting).
Required Skills and Qualifications
Experience: At least 5 years of experience in project management, resource planning, or consulting, specifically within a large and complex Professional Services organisation.
Strategic Thinking: Ability to align team capacity with long-term business goals.
Analytical Skills: Proven ability to analyse data for forecasting and optimisation.
Communication: Excellent negotiation and interpersonal skills for coordinating with teams and stakeholders.
Technical Proficiency: Proficiency in resource management software and project management tools.
What you will find here:
Compensation is one of the main components of Clio’s Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
Some highlights of our Total Rewards program include:
Competitive, equitable salary
Clio offers a flexible hybrid work environment
25 days holiday + bank holidays
Private Healthcare with Life Insurance & Critical Illness cover
Pension contribution
Professional development and growth options
Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years
Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.
Learn more about our culture at clio.com/careers
We're a Human and High Performing AI company, meaning we use artificial intelligence to improve all of our operations. In recruitment, AI helps us streamline the process for greater efficiency. However, we've built our systems to ensure that a human always reviews AI-generated output, and we never make automated hiring decisions.
Disclaimer: We only communicate with candidates through official @clio.com email addresses.
