Head of Service Delivery

JR United Kingdom; Guildford; On-site; GBP 60,000 - 80,000; Full time

Job summary

Join a rapidly growing company as the Head of Service Delivery, where you'll oversee an expanding team and drive operational excellence. Your focus will include improving service delivery, managing KPIs, and ensuring compliance in a dynamic environment. This role offers the chance to make a significant impact while collaborating closely across teams to enhance client satisfaction.

Benefits

Private health insurance

£1,500 remote work setup allowance

Annual team retreats

Qualifications

• Strong background in operations leadership within tech-enabled service businesses.
• Experience scaling systems for measurable performance improvements.
• Ability to manage multidisciplinary teams effectively.

Responsibilities

• Lead daily operations of Grant Consultants and Platinum Writers.
• Drive productivity improvements and service quality.
• Design scalable operational processes.

Skills

Operations Leadership

Resource Planning

Performance Improvement

Consultative Service

Compliance Understanding

Job description

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Join one of the the fastest-growing companies, where they leverage AI and a tech-enabled service model to help businesses secure funding.

The Role

As Head of Service Delivery, you’ll oversee the daily operations of our expanding delivery team — including consultants, writers, and team leads. Your mission: drive performance, plan capacity, ensure excellence in delivery, and keep our clients delighted.

You’ll take ownership of output targets, operational KPIs, and compliance, all while building scalable systems and cultivating a high-performing, motivated team. This is an ideal role for someone who has scaled operations in a fast-growth environment and is eager to make a tangible impact.

What You’ll Be Doing

• Leading the day-to-day operations of our Grant Consultants and Platinum Writers
• Driving improvements in productivity, turnaround speed, and service quality
• Designing and implementing scalable operational processes and systems
• Owning delivery metrics including volume, SLAs, refunds, margin, and NPS
• Managing resource planning and forecasting in line with sales demand
• Ensuring compliance (e.g. GDPR) with a zero-breach track record
• Delivering high-touch, consultative service that drives client satisfaction
• Partnering with Sales and Product to improve processes and retention
• Coaching delivery leaders to build and scale high-performing teams, including addressing underperformance when needed

We’d Love to Hear From You If You:

• Have a strong background in operations leadership within tech-enabled service businesses
• Have built and scaled systems that deliver measurable performance improvements
• Have led multidisciplinary teams across consulting, content, or service delivery
• Know how to forecast, plan, and allocate resources effectively
• Understand compliance frameworks and are confident managing delivery risk
• Are commercially minded and comfortable owning KPIs and delivery outcomes
• Thrive in dynamic, high-growth environments and enjoy operational problem-solving
• Communicate effectively across teams, leadership, and external stakeholders

What You’ll Get:

• Competitive base salary (shared upfront at the first interview)
• Private health insurance
• £1,500 remote work setup allowance
• Annual team retreats — past trips include Barcelona and Rome