Head of Service Delivery

JR United Kingdom; Kingston upon Hull; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading company in AI-powered service delivery is seeking a Head of Service Delivery to manage and optimize their expanding delivery operations. This role involves leading a team and implementing systems for scalability and high performance, ensuring client satisfaction and operational excellence.

Benefits

Competitive base salary

Private health insurance

£1,500 remote work setup allowance

Annual team retreats

Qualifications

• Strong background in operations leadership within tech-enabled service businesses.
• Experience in scaling systems that deliver measurable performance improvements.
• Ability to forecast, plan, and allocate resources effectively.

Responsibilities

• Oversee daily operations of the delivery team.
• Drive performance improvements and operational compliance.
• Manage resource planning and client satisfaction.

Skills

Operations Leadership

Performance Improvement

Resource Planning

Compliance Management

Team Building

Effective Communication

Job description

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Head of Service Delivery, kingston upon hull, east yorkshire

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Client:

Emerald Technology

Location:

kingston upon hull, east yorkshire, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

04.06.2025

Expiry Date:

19.07.2025

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Job Description:

Head of Service Delivery

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