S2.E4 Nina Gratrick on Technology Transformation and Evolution of IT Service Delivery

Nina Gratrick is the Head of IT Services at the global law firm of Watson Farley & Williams.

Nina Gratrick An experienced Service Delivery Manager with a demonstrated history of working in the legal industry at a global level. She’s a skilled resource manager capable of crossing the divide between technology and people; facilitating engagement at all levels. A coach, a mentor, an agent for change within organisations, supporting people, process and technology transformation to reshape the vision of IT services and support.

We talk about how the evolution of IT service delivery, and how by being customer centric, it’s possible to push the boundries of change at your firm.

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Put the customer in the middle of what you’re doing, designing, implementing. And go, am I helping or my hindering? Am I gonna make it better? Am I gonna make it worse? And sometimes we make it worse in the short term in order to make it better in the long term. 
Some takeaways from the episode include:

  • Nina’s role as a customer advocate within the IT department 
  • The real investment doesn’t always come in the short term, it comes at a cultural shift level
  • The difference in the learning curve between when Nina first got her start in the legal profession vs. now; one of the main difference is the increase of integration between different systems
  • How do you think about measuring the value of success to the business. Can you provide solutions that show value to 80% of the business quickly, and then cater for the more nuanced use cases from there?
  • On being flexible: do you want to be a tanker in the ocean, where you’ve decided on your direction, on your journey, and that’s the way you’re going. In order to move/change it requires a lot of work; Or, do you want to be a fleet, where you can move as a large unit really quickly, but you can also change direction just as quickly.
  • There shouldn’t be more complexity at work, compared to how things work within people’s person lives
  • We’re constantly fixing the same thing – there needs to be a transformation, where we get people to think about technology in a different way
  • How do you cross-sell your products/services as the law firm, leveraging the brand and data
  • As a tech vendor or a firm-based incubator it gives you access to a wide spectrum of use cases
  • The importance of change management within firm, and how customer success teams provided by tech vendors help drive this cultural shift at the firm
  • Fail fast, fail smart. Push the boundaries of change. 

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About the Author
Ab is the Host of the Fringe Legal podcast. He is a technologist, with an interest in LegalTech. Outside of the podcast, Ab is the VP, International Business at Litera. He is a Barrister (non-practicing), and was called to the Bar of England and Wales in 2015. Abhijat holds a Bachelor’s Degree in Forensic Science and Neuroscience from the University of Keele, UK.