Head of Delivery and Operations

Anonymous; London; Hybrid; GBP 150,000 - 200,000; Full time

Job summary

An ambitious and fast-growing SaaS Payroll Tech company seeks a Head of Delivery and Operations to lead client delivery and operational excellence. This hands-on leadership role is crucial for ensuring a high-quality onboarding experience and optimizing internal processes. Ideal candidates will have over 5 years of experience in delivery or operations leadership within a tech environment, showcasing a proven ability to manage complex projects and drive service excellence. Join a supportive culture that values growth and innovation, and work closely with the CEO and leadership team to shape the future of this category-defining platform.

Benefits

Competitive salary

Performance-based incentives

Flexible working environment

Direct exposure to leadership

Supportive culture with growth opportunities

Qualifications

• 5+ years in delivery/operations leadership within SaaS or tech.
• Proven track record in managing complex onboarding projects.
• Strong background in process design and service delivery.

Responsibilities

• Own the end-to-end delivery and onboarding process for new clients.
• Design and optimise operational processes for scalable growth.
• Assist the CEO with financial operations including forecasting.

Skills

Delivery Leadership

Process Design

Client Management

Cross-functional Collaboration

Data-driven Decision Making

Education

Bachelor's Degree

Tools

Jira

HubSpot

Salesforce

Job description

Head of Delivery and Operations

We are an ambitious and fast-growing SaaS Payroll Tech company on a mission to modernise and simplify payroll for staffing and recruitment businesses. Our platform streamlines complex payroll and pay & bill workflows, offering clarity, control, and confidence to both agencies and workers.

The Opportunity

We are looking for a commercially minded Head of Delivery and Operations to take the lead on how we deliver our product and services to clients, while ensuring our internal operations run smoothly and at scale. You will be responsible for ensuring a high-quality onboarding experience, managing delivery teams, refining internal processes, and supporting the CEO on finance operations.

This is a hands-on leadership role at the heart of our scale-up journey, ideal for someone who thrives on variety and wants to help shape the future of a category-defining platform.

Key Responsibilities

1. Client Delivery & Success

• Own the end-to-end delivery and onboarding process for new clients from kick-off to go-live.
• Build and manage implementation plans, ensuring timely and seamless delivery.
• Act as the point of escalation for key client issues and ensure swift resolution.
• Work closely with Product, Sales, and Customer Success to maintain a smooth client journey.

Operational Leadership

• Design, refine, and optimise operational processes to support scalable growth.
• Own key operational KPIs and reporting across delivery and support.
• Manage internal teams covering onboarding, support, delivery, and payroll operations.
• Drive service excellence and ensure SLAs are consistently met.

Strategic Delivery & Planning

• Establish delivery frameworks, SOPs, and best practices across the business.
• Support business planning with data-driven insights and operational forecasting.
• Identify risks and inefficiencies in delivery or internal operations and proactively address them.
• Evaluate tools, systems, and platforms to support delivery and operational excellence.

Finance & Business Support

• Assist the CEO with financial operations including forecasting, budgeting, and cost control.
• Support monthly reporting, revenue recognition, and billing oversight.
• Contribute to Pay & Bill process improvement and system alignment.

Team Leadership

• Build and lead a high-performing delivery and operations team.
• Foster a culture of ownership, pace, and accountability.
• Set and track individual and team objectives aligned with company goals.

What You’ll Bring

Essential

• 5+ years in a delivery/operations leadership role within a SaaS or tech business.
• Proven track record in managing complex onboarding or implementation projects.
• Strong background in process design and service delivery.
• Confident working cross-functionally with technical, commercial, and customer-facing teams.
• Data-driven, highly organised, and able to work at pace.

Desirable

• Experience within payroll, pay & bill, or working with staffing/recruitment businesses.
• Understanding of financial operations and reporting.
• Experience supporting founders or executives with finance or operational strategy.
• Familiarity with tools such as Jira, HubSpot, Salesforce, or similar.

What We Offer

• Competitive salary + performance-based incentives
• Flexible / remote-first working environment
• Opportunity to shape a key function in a high-growth SaaS business
• Direct exposure to the CEO and leadership team
• A supportive and ambitious culture with room to grow

Application deadline: 30th April.