How Legal Operations Needs to Redefine Service Delivery

In a recent webinar, “Optimizing Service Delivery for Legal AND the Business,” LawVu’s Neil Smith outlined how in-house legal operations needs to redefine legal service delivery. This shift is a result of increasing pressure on legal operations as businesses demand more strategic involvement alongside cost control and efficiency. 

Smith highlighted the growing challenges facing in-house departments, from overwhelming workloads and inconsistent processes to rising expectations from business stakeholders. He noted that legal operations teams are now expected to contribute directly to business outcomes, stretching resources and underscoring the need for structured, standardized approaches.

Legal operations, Smith explained, provides the framework to meet these demands by focusing on people, processes, and technology. Establishing clear roles within teams while practicing collaboration, streamlining procedures, and leveraging technology platforms helps eliminate inefficiencies. “You need to work out where you are now, where you want to be, and how you’re going to get there,” said Smith. Steps to follow include mapping workflows, setting engagement policies, and categorizing work into zones based on risk and complexity. 

Small wins such as introducing triage policies can build momentum, gain stakeholder buy-in, and lay the groundwork for broader transformation. Key performance indicators (KPIs), such as Net Promoter Scores and turnaround times, can provide tangible evidence of progress and identify areas for improvement.

Smith acknowledged that resistance to change, resource constraints, and competing priorities often slow transformation. However, with leadership support, the formation of a steering committee, and a compelling business case, legal teams can overcome these barriers. The benefits of in-house legal operations redefining legal service delivery are increased efficiency, improved transparency, more substantial resource allocation, and a seat at the table.