Delivery Program Director

SBS; Sheffield; Hybrid; GBP 120,000 - 180,000; Full time

Benefits offered by this job

health coverage

retirement plans

paid time off

flexible work

career development

competitive pay

global culture perks

Job summary

SBS, a leading fintech partner, invites a strategic Head of Service Operations to drive UK Lending services from Sheffield or London, with hybrid travel. You will lead a 50+ strong team, shaping operating models, governance, and service excellence across cloud, managed and self-hosted environments.

In this senior role, you will partner with Product, Technology and Customer leadership to deliver secure, scalable and cost-efficient services while navigating regulatory expectations and complex

Qualifications

• Extensive leadership in service operations and delivery within regulated environments.
• Experience managing large teams and budgets.
• Proven track record of transforming operations through automation and standardisation.
• Experience with incidents, continuity, and governance in SaaS/fintech.
• Ability to influence stakeholders at senior levels.

Responsibilities

• Own the delivery, performance, resilience and operational governance of all UK Lending services.
• Define and execute the Service Operations strategy, creating a scalable operating model capable of supporting future growth.
• Lead and develop a high-performing Service Operations organisation, fostering accountability, customer focus and continuous improvement.
• Drive operational transformation initiatives focused on standardisation, automation, AI adoption and service optimisation.
• Ensure services consistently meet contractual commitments, customer expectations and regulatory obligations.
• Own service acceptance, operational readiness and transition of new customers and solutions into live service.
• Lead major incidents, executive escalations, business continuity and operational resilience activities.
• Champion security, risk and compliance practices, acting as a senior voice in customer assurance, audits and regulatory discussions.
• Partner with customers and senior stakeholders to strengthen trust, improve service outcomes and support long-term growth.
• Drive improvements in service economics, operational efficiency and cost-to-serve while maintaining exceptional service quality.

Skills

Service Operations Leadership

Service Delivery

IT Operations

Budget Management

Regulatory Experience

Cross-functional Leadership

Job description

Position Overview

This is more than a job. It’s a chance to build, grow, and make a real impact! Join our team as our new Head of Service Operations!

Location - Sheffield or London

Work Pattern - Hybrid (Flexible with domestic and international travel)

Our new Head of Service Operations will take ownership of a critical leadership function that sits at the heart of our UK Lending business. This is a rare opportunity to shape the future operating model of a market-leading fintech organisation, leading service performance, operational resilience, customer outcomes, service governance, and transformation across a complex and highly regulated financial services environment.

As a member of the UK Lending Senior Leadership Team, you will lead a Service Operations organisation of approximately 50+ professionals, driving operational excellence across cloud, managed service, self-hosted and hybrid customer environments. You'll partner closely with Product, Technology, Professional Services and Customer leadership to ensure our services remain secure, scalable, commercially effective and aligned to the needs of some of the UK's most well-known financial institutions.

This role is ideal for an accomplished service operations leader who combines strategic vision with a hand-on approach. You'll be trusted to modernise, elevate and transform how services are delivered while maintaining the operational discipline, resilience and customer focus required within a regulated financial services environment.

Responsibilities

• Own the delivery, performance, resilience and operational governance of all UK Lending services.


• Define and execute the Service Operations strategy, creating a scalable operating model capable of supporting future growth.


• Lead and develop a high-performing Service Operations organisation, fostering accountability, customer focus and continuous improvement.


• Drive operational transformation initiatives focused on standardisation, automation, AI adoption and service optimisation.


• Ensure services consistently meet contractual commitments, customer expectations and regulatory obligations.


• Own service acceptance, operational readiness and transition of new customers and solutions into live service.


• Lead major incidents, executive escalations, business continuity and operational resilience activities.


• Champion security, risk and compliance practices, acting as a senior voice in customer assurance, audits and regulatory discussions.


• Partner with customers and senior stakeholders to strengthen trust, improve service outcomes and support long-term growth.


• Drive improvements in service economics, operational efficiency and cost-to-serve while maintaining exceptional service quality.

Qualifications

• Extensive experience in Service Operations, Service Delivery, Managed Services, IT Operations, or a related technology leadership function.


• People leadership experience managing managers and cross-functional operational teams.


• Proven experience leading large-scale service operations in a SaaS, managed services, cloud services, fintech, banking technology, or enterprise software environment.


• Demonstrated accountability for service performance, customer outcomes, operational resilience, and contractual service delivery.


• Experience leading major incidents, service recovery activities, customer escalations, and operational transformations.


• Experience managing operational budgets, cost optimisation initiatives, and service economics.


• Proven track record of building scalable operating models and driving continuous improvement through automation and standardisation.


• Experience working with regulated industries, preferably within banking, lending, financial services, or highly regulated environments.

Company Overview

At SBS, we’re more than just a technology company, we’re a global fintech partner helping banks and financial institutions transform, innovate, and grow. With over 5,000 employees worldwide and clients in more than 80 countries, our solutions power everything from digital banking and lending to payments and core banking systems.

As part of74Software, we’re backed by a group of leading software companies delivering mission-critical solutions worldwide. Our focus is on delivering long-term value, leveraging cutting-edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward-thinking team shaping the future of finance.

Why SBS?

At SBS, we’re committed to supporting our employees in every aspect of their lives, from health and wellbeing to financial security and lifestyle perks.

We offer benefits that allow you to thrive at work and beyond, including

• health coverage


• retirement plans


• paid time off


• flexible work


• career development


• competitive pay


• global culture perks

Equal Opportunity Employer

We are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.