Associate Service Delivery & Release Manager Customer Support · Cheltenham

Finova; Cheltenham; Hybrid; GBP 50,000 - 75,000; Full time

Benefits offered by this job

Hybrid working

Private medical insurance

Life assurance & income protection

Family friendly policies

Work from anywhere

Flexible holiday package

Company pension scheme

Employee assistance programme

Electric car scheme

Health cash plan

Gym discounts

Perks that matter

Job summary

Finova invites an Associate Service Delivery & Release Manager to join our Cheltenham team on a hybrid pattern (three days in the office). You will manage client relationships, coordinate releases, and oversee service reviews for tier-3 lenders, ensuring world-class service and timely issue resolution.

You will work with the Service & Reliability function to prioritise problems, oversee production activities, and drive SLA improvements, leveraging MS Office and JIRA Service Management.

Qualifications

• Background in client/customer relationship management within software delivery or financial services.
• Strong written, verbal and listening skills with customer empathy.
• Calm, organized and methodical approach in a fast-paced environment.
• Proficiency with Microsoft Office or Google Workspace; JIRA Service Management is a bonus.

Responsibilities

• Prepare and deliver monthly or quarterly service reviews for tier 3 lenders.
• Champion client priorities by tracking problems and hotspots with the Service & Reliability team.
• Plan, coordinate and oversee L1 release deployments and client communications.
• Maintain visibility of production activities including patches and incidents for CAB.
• Drive SLA performance and escalate blockers as needed.

Skills

Client relationship management

Communication

Empathy

Organized / methodical

Microsoft Office / Google Workspace

Tools

JIRA Service Management

Microsoft Office

Google Workspace

Job description

Associate Service Delivery & Release Manager

Cheltenham - 3 days office based

About Finova

Finova is the UK's leading lending and savings technology provider, supporting one in every five mortgages nationwide. Our agile, cloud-native solutions enable over 60 banks, building societies, specialist lenders, equity release providers and a network of 2,400+ brokers to stay ahead in a competitive market.

Built on open architecture and backed by deep industry expertise, our platform is designed to scale. Each year, we process over £50 billion in loans, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts.

Be part of a team that’s driving innovation, enabling growth and shaping the future of UK lending.

For Lenders

Finova offers a flexible, modular technology suite designed to help lenders move faster, scale efficiently and deliver standout digital experiences.

Financial Institutions use Finova to launch products faster, process applications up to 50% more efficiently and reduce operational costs — all while staying fully compliant in a fast-moving market.

About you:

• Background: Client/customer relationship experience, ideally within Software Delivery or Financial Services. Knowledge of service desk operations and what constitutes "world-class service" is a distinct advantage.

• Communication & Empathy: Exceptional written, verbal, and listening skills with demonstrable customer empathy and the ability to tailor your approach to different client contracts and ways of working.

• Mindset: A calm, organized, and methodical approach to a fast-paced, demanding environment, ensuring clients have full confidence in our actions.

• Technical Proficiency: Strong working knowledge of Microsoft Office (especially PowerPoint and Excel) or Google Workspace equivalents. Experience using JIRA Service Management is a bonus.

What will you be doing?

• Client Management: Prepare and deliver monthly or quarterly service reviews for your clients (typically tier 3 Lenders), conducting regular touchpoints to build strong, valued relationships.

• Issue Resolution: Champion client priorities by tracking problems and hotspots. Collaborate with the Finova Service & Reliability team to ensure issues are prioritized and resolved promptly.

• Release Coordination: Plan, coordinate, and oversee L1 release deployments (e.g., product catalogue changes). Align resources, manage client communications, and ensure compliance with internal processes (requires occasional early evening and very rare weekend activity).

• Production Oversight: Maintain full visibility of production activities for allocated clients, including patches, major incidents, and Cloud Ops-managed tests (DR, Pen testing), ensuring all data is provided for the CAB process.

• SLA Management: Drive resolutions within SLAs, escalating blocked issues beyond the first-line team, and working with Service Desk Managers to continuously improve performance metrics.

What We Offer:

• Hybrid workingWe operate on a hybrid model that is primarily office-based, requiring three days in the office each week, with the flexibility to work remotely for the remainder.

• Private medical insurance
  Comprehensive health cover, with the option to add your family to your plan, because your well-being matters to us.

• Life assurance & income protection
  We provide life assurance and income protection to give you peace of mind for the future

• Family friendly policies
  Our enhanced family-friendly policy goes beyond maternity and paternity leave, offering paid time off for when plans change or alternative paths to parenthood are needed.

• Work from anywhere
  Some thrive in the office, others at home — and many do best with choice. With approval, Finova employees can work abroad for up to 4 weeks each year.

• Flexible holiday package
  Enjoy 25 days paid holiday allowance, plus all public holidays. And, you can rebook any public holidays for a day that aligns with your personal beliefs or celebration calendar. We also offer holiday trading allowing you to purchase or sell your holiday allowance.

• Company pension scheme
  With salary exchange, you save on tax and can build a secure future.

• Employee assistance programme
  We understand that mental health is just as important as physical health. Access to a 24/7 confidential counselling helpline ensures you have support when you need it.

• Electric car scheme
  Get a brand-new electric vehicle with salary sacrifice as a benefit, paid for through your gross monthly pay, saving on Income Tax and National Insurance.

• Health cash plan
  Our Health Cash Plan empowers you to prioritise your wellbeing by providing effortless reimbursement for everyday healthcare costs, from dental and optical visits to physiotherapy.

• Gym discounts
  Achieve your fitness goals for less with GymFlex, which offers significant savings on annual memberships at over 3,000 gyms and leisure centers nationwide.

• Perks that matter
  We fuel your day with a fully stocked pantry of fresh fruit and snacks and keep the team spirit high with weekly socials and events.

Equal Opportunity Statement

We value diversity and are committed to creating an inclusive environment for all employees. If you’re passionate about this role but don’t meet all the criteria, please reach out, we’d love to discuss how your skills and experiences align with our needs.