Customer Delivery Operations Lead (AI & SaaS)

Elvis Eckardt Recruitment; Manchester; On-site; GBP 40,000 - 50,000; Full time

Job summary

A recruitment agency is seeking a Customer Delivery Operations Lead for a fast-growing fintech startup in Manchester. The role focuses on ensuring the smooth delivery of AI implementations while managing multiple teams and stakeholders. Ideal candidates will be highly organized, calm under pressure, and possess strong communication skills. Responsibilities include leading customer delivery, developing operational metrics, and driving successful outcomes. Competitive salary of £40,000–£50,000.

Qualifications

• Experience in operational or delivery leadership in SaaS is helpful.
• Ability to manage multiple streams of work simultaneously.
• Strong customer-facing communication skills.

Responsibilities

• Lead onboarding and implementation for new customers.
• Remove blockers across engineering and customer streams.
• Develop delivery playbooks that can be repeated at scale.

Skills

Organizational skills

Calmness under pressure

Direct communication

Risk identification

Customer-facing skills

Job description

Role: Customer Delivery Operations Lead (AI & SaaS)

Location: Manchester (Office-Based)

Salary: £40,000–£50,000

Department: Delivery

Reports to: Head of Delivery

About the Client

Our client is a fast-growing fintech startup transforming how financial services onboard and engage customers using secure messaging and AI-driven automation.

They're scaling quickly and need operational talent who can keep pace with rapid growth and evolving delivery demands.

About the Role

We’re looking for a Delivery Lead to take the momentum behind a rapidly scaling AI platform and convert it into predictable, high-quality execution.

This isn’t a traditional PM role. This is the heartbeat of operations, the person who ensures the business delivers, every week, without fail.

You’ll Thrive Here if You

• Enjoy bringing clarity to messy, evolving environments
• Stay steady and solutions-focused under pressure
• Identify risks early and remove blockers fast
• build rhythm, accountability and alignment
• collaborate seamlessly with engineering and customers
• want full ownership of delivery outcomes

You’ll work closely with the founding team and sit at the operational centre of the company, shaping the systems that enable the platform to scale.

Key Responsibilities

• creating stability and structure in a rapidly changing environment
• running weekly delivery cycles and maintaining focus
• removing blockers across engineering and customer streams
• managing sequencing, prioritisation and risk
• leading implementations with high-value customers
• coordinating across product, engineering and customer success
• communicating clearly with customer stakeholders
• designing repeatable onboarding and delivery processes
• driving outcomes rather than generating meetings
• supporting the company’s shift from early-stage to scale-up

If you love making complex work simple, and plans become reality, this role is built for you.

What You’ll Actually Do

Operational Leadership

• Take full ownership of delivery for new AI implementations
• Build consistent weekly cadence across teams
• Lead prioritisation and drive accountability
• Maintain clear visibility on progress, blockers, decisions and risks
• Keep the organisation focused on what matters most

Customer Delivery

• Lead onboarding and implementation for new customers
• Set clear plans, milestones and expectations
• Communicate progress confidently and proactively
• Handle issues calmly and ahead of time
• Build trusted relationships with senior leaders in financial services

Cross-Team Leadership & Line Management

• Partner daily with engineering and product leads
• Manage Implementation Specialists handling configuration, simple integrations, training and comms
• Translate customer goals into actionable requirements
• Troubleshoot issues and elevate effectively
• Keep teams aligned and transitions between squads smooth

Systems & Scale

• Develop delivery playbooks that can be repeated at scale
• Strengthen onboarding processes
• Introduce operational metrics, KPIs and dashboards
• Turn delivery into a predictable, low-friction machineSupport the expansion from dozens to hundreds of AI deployments

Ideal Candidate Profile

• calm and composed when things get complicated
• highly organised and structured
• a confident, direct communicator
• able to manage multiple streams of work simultaneously
• decisive and eager to move things forward
• naturally attuned to emerging risks
• skilled at simplifying complex information
• strong in customer-facing conversations
• comfortable leading discussions and making decisions
• someone who prefers action over admin

Shortlisted candidates will be contacted directly for the next steps.

Helpful (but not required) Experience

• operational or delivery leadership in SaaS
• technical project management
• consulting or implementation work
• customer-facing delivery roles
• experience within regulated sectors
• exposure to AI or workflow automation

Application Process

To apply, please submit your CV and a cover letter detailing your relevant experience and qualifications for the role. Applications will be reviewed on a rolling basis, so early submissions are encouraged.

Equal Opportunity Employer

We value diversity and are committed to creating an inclusive work environment. We encourage applicants from all backgrounds to apply.

Contact: Elvis Eckardt