Service Delivery Lead

United States Digital Space LLC

Greater London

On-site

GBP 90,000 - 120,000

Full time

5 days ago

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Benefits offered by this job

Flexible working environment

Work abroad option

Private health care

Pension scheme

Udemy learning platform

Company-sponsored events

Job summary

The company in London is seeking a Senior Delivery Lead to oversee complex, multi-workstream onboarding programmes for the company’s largest strategic clients. You will be accountable for end-to-end onboarding from discovery and integration through training, go-live, and early adoption.

Beyond onboarding, you’ll drive long-term success of strategic accounts, ensuring engagement, measurable value, and operational alignment.

Qualifications

Excellent communication skills, able to translate technical details for varied audiences.
Excellent organisation, planning, scheduling, and governance discipline.
Analytical mindset with ability to read data, spot trends, and identify root causes.
Solution-oriented approach with capability to understand workflows and solve problems.
Trusted advisor capable of influencing senior stakeholders through change.
Calm under pressure, managing competing priorities while maintaining momentum.

Responsibilities

Own the delivery of complex onboarding engagements for strategic accounts, including discovery, solution design, integrations, configuration, data, training and go-live.
Establish and maintain programme governance: delivery plans, RAID logs, status reporting, steering meetings, stakeholder alignment.
Facilitate workshops for process mapping, solution design, system configuration, and integrations.
Manage risks, dependencies, timelines, and cross-functional communication with precision.
Guide clients through the first 3–6 months post-go-live to ensure strong adoption and measurable improvements.
Track onboarding KPIs and value metrics; intervene when trends decline or risks emerge.
Provide training to client teams on company workflows and modules.
Ensure client operating model, workflows and contractor ecosystem are aligned for long-term success.
Build trusted relationships with senior client stakeholders and act as strategic partner.
Identify opportunities for optimisation, workflow improvements and product expansion.
Collaborate with Product, Engineering, Support, Onboarding and CS to address key pain points.
Raise, track and manage escalations to ensure accountability and timely resolution.
Support transitions to Business-as-Usual with structured handovers to Customer Success and Support.
Partner with Strategic Account Directors to identify expansion opportunities.

Skills

strong communicator

highly organised

analytical

solution-oriented

trusted advisor

calm under pressure

Tools

Salesforce

Planhat

Job description

About Us

At the company, we’re redefining property management in real time. Our mission, is to lead real estate through the transformative journey into “The World of Now,” enabling us to empower property professionals through our innovative, cloud-based platform.

We harness cutting‑edge technology and data‑driven insights to streamline operations for landlords, letting agents, and property managers—enabling them to optimize maintenance, manage repairs, and make informed decisions instantly. Our platform is designed to create seamless, real‑time workflows that transform traditional property management into a dynamic, digital experience. Backed by a world‑class group of investors—including Noa, Highland Europe, Brookfields, Mubadala, RXR Digital Ventures, and Target Global—the company is at the forefront of the proptech revolution. Headquartered in London with a global outlook, we’re continually expanding our reach and impact.

We’re looking for forward‑thinking, passionate professionals who are ready to contribute to our mission and drive industry innovation. If you’re excited about making an immediate impact and shaping the future of property management, explore career opportunities with us at the company.

The Role

As a Senior Delivery Lead, you will oversee complex, multi-workstream onboarding programmes for the company’s largest strategic clients. You will be accountable for the successful delivery of end-to-end client onboarding activity - from discovery and integration through training, go‑live, and early adoption.

Beyond onboarding, you’ll support the long‑term success of strategic accounts, ensuring strong engagement, measurable value, and operational alignment. As the orchestrator between client stakeholders and the company’s cross‑functional teams, you will bring structure, governance, and clarity to every stage of the customer lifecycle.

This role is ideal for someone who is highly organised, delivery-focused, and confident operating in fast‑paced, matrixed environments. You will blend programme leadership with consultative engagement, operational discipline, and a passion for solving real customer challenges.

Responsibilities

Lead Strategic Onboarding Programmes

Own the delivery of complex onboarding engagements for strategic accounts: discovery, solution design, integrations, configuration, data, training, and go‑live.

Establish and maintain programme governance: delivery plans, RAID logs, status reporting, steering meetings, stakeholder alignment.

Facilitate workshops for process mapping, solution design, system configuration, and integrations.

Manage risks, dependencies, timelines, and cross‑functional communication with precision.

Drive Value, Adoption & Early Success

Guide clients through the first 3–6 months post‑go‑live, ensuring strong adoption and measurable operational improvements.

Track key onboarding, usage, and value KPIs - intervening early when trends decline or risks emerge.

Provide training to client teams on relevant the company workflows and modules.

Ensure the client’s operating model, workflows, and contractor ecosystem are aligned for long‑term success.

Act as a Strategic Partner to Clients

Build trusted relationships with senior client stakeholders - operational through executive.

Consult on best practices around repairs and property management, contractor management, and digital journeys.

Identify opportunities for optimisation, workflow improvements, and future product expansion.

Ensure Strong Cross‑Functional Alignment

Work closely with Product, Engineering, Support, Onboarding, and Customer Success to solutionise and address key pain points for the customer.

Raise, track, and manage escalations to ensure accountability and timely resolution.

Support transitions into Business‑as‑Usual by providing structured handovers to Customer Success (where required) and Support.

Partner with Strategic Account Directors to identify expansion and growth opportunities.

Operational & Governance Excellence

Maintain accurate documentation across programmes, delivery milestones, integration decisions, and client processes.

Run structured governance across strategic accounts where you are accountable for the ongoing success (QBRs, MBRs, working groups, training cadences).

Uphold programme standards of quality, communication, and customer experience.

Requirements

Skills

A strong communicator: able to translate technical details into accessible language for different audiences.

Highly organised: adept at planning, scheduling, documentation, and programme discipline.

Analytical: comfortable reading data, spotting trends, and identifying root causes.

Solution-oriented: willing to dive into the product, understand workflows, and creatively solve problems.

A trusted advisor: able to influence senior stakeholders and guide clients through change.

Calm under pressure: able to manage competing priorities and maintain delivery momentum.

Technical and Professional Skills

Proven ability to oversee and manage delivery workstreams, risks, dependencies, and timelines.

Experience running large‑scale SaaS onboarding or transformation programmes.

Confidence with CRM/CSM tools (e.g., Salesforce, Planhat).

Familiarity with integrations, data migration, and system configuration.

Ability to govern multi‑workstream programmes with clarity and structure.

Experience & Qualifications

Required

5+ years in programme management, onboarding, implementation, digital transformation, or related consulting.

Proven experience in the housing sector (e.g. social housing, local authority housing, or residential property management).

Experience working with enterprise or strategic customers in SaaS or PropTech.

Demonstrable experience managing cross‑functional delivery teams.

Strong stakeholder management, including senior and executive engagement.

Experience with KPI tracking, success planning, and customer governance.

Demonstrable experience leading change management and/or business transformation programmes.

Preferred

Experience in property management, repairs & maintenance, or contractor ecosystems.

Exposure to integrations, APIs, data workflows, and system migrations.

Professional certifications (e.g., PMP, PRINCE2, Agile PM) are beneficial.

Benefits

As you can see, we are quickly progressing with our ambitious plans and are eager to grow our team of doers to achieve our vision of managing over 2 million properties through our platform across various countries. You can help us shape the future of property management across the globe. Here’s what we offer: