Practice Support Manager

Practice Group / Department:

Job Description

We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do.

The Role

The delivery of high end legal services is becoming more complex and sophisticated. This is being driven by new ways of structuring teams, the deployment of new disciplines like legal project management and the use of new technology. This role will be in our London office and will be responsible for managing support within their respective teams, being aligned to practice groups and business services support teams (Practice Support Executives ( PSE ), Administration, Document Production) ensuring support is being provided at the highest level. There will also be an element of PSE involvement and support within their teams, when needed, which will also assist with having oversight and understanding of the role and support being delivered by the PSE’s. This role sits within the Practice Support Office ( PSO ) and reports into the Head of Practice Support.

Key responsibilities

Management and strategic responsibilities

• Provides clear leadership and direction for PSE’s and support teams, ensuring delivery meets the firm’s expectations for high performance, quality, and client service.
• Collaborates closely with the Head of Practice Support to design, develop, and implement initiatives that enhance support effectiveness and evolves the PSO operating model.
• Uses insights and data to anticipate future needs, inform resourcing decisions, and guide service improvements.
• Proactive involvement in discussions on new technologies and process improvements, engaging support for pilots from within the PSO and providing feedback for wider implementation.
• Drives continuous improvement through proactive identification of opportunities to enhance service delivery, streamline processes, and increase value of support delivered to fee earners.
• Builds strong relationships with senior stakeholders, including partners, team leaders, and business services teams, ensuring alignment of support delivery with practice group priorities

Team management and development

• Leads on recruitment for new team members, with guidance from the Head of Practice Support, ensuring alignment with the PSO model and overall business needs
• Champions the consistent use of tools such as BigHand, using reporting and insights to monitor workload levels, routes for delegation and opportunities for efficiency.
• Conducts regular one‑to‑ones and career development conversations, delivering constructive feedback and coaching to support growth.
• Fosters a high performance culture that encourages collaboration, accountability and professional development.
• Ensures their team are attending all relevant training and applying new information to continually develop their capabilities
• Takes the lead on performance reviews and roadmap discussions, gathering feedback on performance, supporting SMART objectives and reviewing progress. Challenging views and managing expectations as needed to align to the competency framework.
• Identify skill gaps and training needs, planning effective training and resources to support alignment with business priorities and technological advancements.
• Manage capability and employee relations matters professionally and proactively, working with HR and the Practice Support Executive Coordinator (PSEC) where appropriate.
• Collaborates with other Practice Support Managers to ensure consistent standards, shared best practice, and cohesion across teams.
• Works with other Business Services teams to support the implementation of new initiatives/processes across their respective teams
• Provides PSE support within their respective teams when the need arises to maintain business continuity.
• Skille and knowledgeable on the role of the PSE support.

General approach

• Builds trust and credibility, acting as a knowledgeable and reliable resource
• Maintains strong working relationships with fee earners across the practice group to ensure support delivery remains aligned with evolving needs.
• Supports and builds collaborative working relationships with their support teams and wider business and actively works for the interests of the business
• Promote an inclusive, motivated, and engaged team environment that reflects the firm’s culture and values.
• Commitment to upskilling teams through planning and facilitating regular training and knowledge sharing sessions
• Work collaboratively with business services teams to implement firmwide initiatives and integrate updated processes into day‑to‑day support.
• Proactively communicate expectations, changes, and updates to ensure clarity and alignment across teams and stakeholders.
• Exercises confidentiality, discretion, and personal sensitivity in all aspects of role

Person specification

The Candidate – Skills and Experience

• Proven experience managing and developing multi-disciplinary support teams within a legal or professional services environment.
• Strong leadership capability with the ability to inspire, motivate, and support individuals to perform at their best.
• Excellent communication, influencing, and negotiation skills; able to adapt style effectively for different audiences and seniority levels.
• Confident in managing the performance and salary review process, including delivering constructive feedback and handling challenging discussions.
• Demonstrated experience leading teams through change, driving adoption of new processes and technologies.
• Highly organised with exceptional prioritisation and time management skills, able to balance competing demands across a fast paced environment.
• Strong attention to detail, critical thinking, and commitment to maintaining high standards in all aspects of work.
• Proactive problem-solver with the capability to work both independently and collaboratively.
• Professional, resilient, and adaptable, with the ability to navigate sensitive matters with discretion.
• Minimum 3+ years’ experience in a similar managerial role.
• Willingness to work flexibly when required to meet the needs of the business.
• Knowledge of HR processes and policies is desirable.

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Diversity, Equity and Inclusion

To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential.
Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing. Find more about Diversity, Equity and Inclusion here .

We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates. If you require any tailored adjustments or accommodations, please let us know here .