Head of Service Delivery

Intrum Justitia; Glasgow; On-site; GBP 95,000 - 130,000; Full time

Job summary

Intrum is seeking a Head of Service Delivery to lead one of our most important client partnerships in the UK, managing large-scale collections and recoveries operations for a major banking client. The role requires strategic leadership, governance, and transformation initiatives, with a strong focus on customer outcomes and regulatory compliance.

You will work with senior stakeholders to deliver operational excellence, drive continuous improvement, and nurture a high-performing team within a

Qualifications

• Extensive experience leading large-scale contact centre, collections or outsourced service environments.
• Strong stakeholder management and senior-level influencing skills.
• Knowledge of FCA Consumer Duty and regulatory requirements.
• Proven track record of delivering transformation and automation.

Responsibilities

• Act as the senior relationship lead for a strategic banking client.
• Lead large-scale collections and recoveries operations.
• Drive governance, performance management and service improvements.
• Lead client governance forums, reviews and strategic planning.
• Identify opportunities for digital transformation and growth.
• Ensure regulatory and contractual compliance.
• Develop leadership teams and cultures of accountability.

Skills

Contact centre leadership

Client relationships

Regulatory compliance

Operational transformation

Digital automation

BPO experience

Job description

At Intrum, you will grow by making a difference. You will do it in a highly international environment and in a supportive culture where effort counts. Come and lead our way. Join Intrum as Head of Service Delivery and play a key role in leading delivery for one of our most important client partnerships, driving outstanding outcomes for our client, customers, and colleagues. Grow your career by making a difference at Intrum. At Intrum, we're driven by a clear purpose: helping people become debt free. As the market leader in credit management services, we partner with some of the UK's largest financial institutions to deliver outstanding customer outcomes through operational excellence, innovation, and expertise. We're looking for an experienced Head of Service Delivery to lead one of our most significant client relationships, managing large-scale outsourced collections and recoveries operations on behalf of a major UK banking client. This is a high-profile role with accountability for operational performance, client satisfaction, commercial delivery, and regulatory compliance. As the senior point of contact for the client, you'll build trusted partnerships, drive continuous improvement, and ensure the delivery of exceptional results for both the client and their customers. You'll lead a multi-functional operational team, balancing strategic relationship management with operational excellence to achieve sustainable growth and long-term success. You'll also play a key role in driving transformation, digitisation, automation and process improvement initiatives that enhance customer outcomes, operational efficiency and service performance.

What you’ll do

• Act as the senior relationship lead for a strategic banking client, building trusted partnerships and driving long-term client satisfaction.
• Lead large-scale collections and recoveries operations, ensuring delivery against contractual commitments, service levels, and performance targets.
• Drive operational excellence through robust governance, performance management, and a strong focus on customer outcomes.
• Lead client governance forums, business reviews, and strategic planning activities, providing insight and direction.
• Identify and deliver opportunities for service improvement, operational efficiency, digital innovation, transformation, and business growth.
• Ensure compliance with all regulatory, contractual, and governance requirements, including FCA and Consumer Duty expectations.
• Develop and inspire high-performing leadership teams, creating a culture of accountability, operational excellence, collaboration, and continuous improvement.

What you will bring

• Significant experience leading large-scale contact centre, collections, recoveries, customer operations, or outsourced service environments.
• Proven success managing strategic client relationships within a BPO, outsourcing, or financial services environment.
• Strong commercial acumen with experience managing client contracts, operational performance, and profitability.
• Exceptional stakeholder management and communication skills, with the ability to influence and build credibility at senior and executive levels.
• Experience operating within a regulated environment and a strong understanding of customer outcomes, risk, and compliance requirements.
• Proven track record of delivering operational transformation, digitisation, automation, and performance improvement initiatives within large‑scale customer operations or BPO environments.
• Experience embedding operational excellence disciplines, driving process optimisation, and leading teams through significant business and technology change.

Why Join Us?

This is an opportunity to lead one of Intrum's most important client partnerships and make a real impact on business performance, customer outcomes, and client success. You'll have the autonomy to shape strategy, drive operational excellence, and build trusted relationships with a major UK banking client, all while being supported by an experienced leadership team.

At Intrum we strive to create a diverse and inclusive workplace. We encourage applicants from all backgrounds to apply.

We are an equal opportunities employer and authorised and regulated by the Financial Conduct Authority.

We will conduct credit, fraud, criminal record, right to work and reference checks as part of our pre-employment screening. You should not be bankrupt, have any outstanding county court judgments on your credit file. You must not have excessive default balances and any outstanding debt will be considered on a case-by-case basis.

About Intrum

Enabling financial health for people, businesses, and society. Intrum is Europe’s leading credit management services provider, helping businesses secure payments while supporting consumers in regaining financial stability across 20 European countries. With 9,000 dedicated employees, we work every day to create sustainable financial solutions.

Read more about our people

We act with integrity, transparency, and respect in every interaction. Our approach is built on expertise, innovation, and a commitment to fairness, ensuring that businesses secure payments while individuals receive the support they need.

With 9,000 dedicated employees, we work every day to create sustainable financial solutions. At Intrum we consider everybody to be leaders. We lead ourselves when collaborating to meet the needs of our clients and customers. We are all accountable to our actions as well as trust and care for each other. This makes us all leaders, independent of role or responsibility, and this is reflected in our three leadership principles: Deliver Impact, Inspire Trust and Embrace Growth.

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