Head of Service Delivery

JR United Kingdom; Luton; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading company specializing in AI-enabled services is seeking a Head of Service Delivery in Luton. In this role, you will manage the delivery team, oversee operational performance, and ensure compliance, while fostering a high-performance culture. You will lead the operational strategy and drive client satisfaction, making a significant impact in a high-growth environment.

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 in building and scaling systems for performance improvements.
• Experience leading multidisciplinary teams in consulting or service delivery.

Responsibilities

• Oversee daily operations of the delivery team including consultants and writers.
• Drive productivity, turnaround speed, and service quality improvements.
• Ensure compliance with operational metrics and manage delivery outcomes.

Skills

Operations leadership

Resource planning

Delivery risk management

KPI management

Job description

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Head of Service Delivery, luton, bedfordshire

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Client:

Emerald Technology

Location:

luton, bedfordshire, 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