Client Service Delivery Lead (SaaS)

Camino Search; England; On-site; GBP 75,000 - 95,000; Full time

Job summary

A leading fund in the United Kingdom is seeking a Delivery Excellence Centre Lead responsible for scaling delivery capabilities and ensuring high-quality service delivery. The role involves establishing methodologies, driving performance improvement, and leading training initiatives. Ideal candidates will have 8–15 years of experience in delivery or operational leadership roles, with strong expertise in SaaS delivery models. This role promotes a culture of continuous improvement and operational excellence.

Qualifications

• 8–15 years of relevant experience in delivery or operational leadership roles.
• Hands-on problem solver with a continuous improvement mindset.
• Comfortable working in multi-geography environments.

Responsibilities

• Establish and maintain delivery methodologies and best practices.
• Monitor project performance and drive interventions.
• Lead training and certification programs.

Skills

Background in Professional Services

Strong understanding of SaaS delivery models

Analytical skills

Clear communication

Problem-solving ability

Tools

PSA tools

Job description

We are partnered with a leading fund who are seeking a Delivery Excellence Centre Lead. This person is responsible for building and scaling the capabilities, standards, and practices that enable consistent, high-quality service delivery across the organisation. This role acts as the central engine for performance improvement, methodology governance, tooling optimisation, and cross-functional collaboration. The Lead ensures that project teams operate efficiently, customers experience predictable outcomes, and the company continuously elevates its delivery maturity.

Key Responsibilities

• Establish and maintain delivery methodologies, frameworks, and best practices
• Monitor project and program performance and drive targeted interventions when needed
• Build a central knowledge base of playbooks, templates, and process documentation
• Lead training, certification, and upskilling programs for delivery teams
• Own the PSA / Resourcing and delivery tooling ecosystem, ensuring adoption and process alignment
• Introduce QA and governance standards across all delivery engagements
• Drive continuous improvement initiatives focused on speed, cost, quality, and customer value
• Define and track KPIs such as utilisation, margin, delivery health, and Time to Value
• Identify delivery risks and create mitigation strategies across the project portfolio
• Partner closely with Product, Engineering, Customer Success, and Professional Services
• Run strategic transformation initiatives assigned by senior leadership
• Promote a culture of operational excellence, accountability, and learning
• Champion the adoption of AI-driven efficiencies in delivery operations

Candidate Profile

• Background in Professional Services, PMO, Delivery Excellence, Operations, or Process Improvement
• Strong understanding of SaaS delivery models and implementation cycles
• Experience defining and scaling delivery processes, governance models, and methodologies
• Skilled at analyzing data, diagnosing issues, and synthesizing insights
• Clear, confident communicator able to influence stakeholders across functions and levels
• Hands‑on problem solver with a continuous improvement mindset
• Comfortable working in environments with multiple geographies and cross‑functional dependencies
• Experience with PSA tools or resource management systems is an advantage
• 8–15 years of relevant experience in delivery, consulting, or operational leadership roles