Service Delivery Manager

Capital on Tap; Cardiff; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

A leading fintech company in Cardiff is seeking a Service Delivery Manager for Customer Operations to ensure efficient day-to-day service delivery. This hybrid role involves overseeing live performance, coordinating resources, and maintaining high service quality. The ideal candidate has strong incident management skills and experience in a customer-focused environment. Join a dynamic team committed to empowering small businesses and fostering inclusivity.

Benefits

Private Healthcare including dental and opticians services

Worldwide travel insurance

Anniversary Rewards

Salary Sacrifice Pension Scheme up to 7% match

Octopus EV Salary Sacrifice Scheme

28 days holiday plus bank holidays

Annual Learning and Wellbeing Budget

Enhanced Parental Leave

Cycle to Work Scheme

Season Ticket Loan

6 free therapy sessions per year

Dog Friendly Offices

Free drinks and snacks in our offices

Qualifications

• Experience in fast-paced, customer-focused environments.
• Ability to manage incidents and ensure service recovery.
• Strong collaborative and problem-solving skills.

Responsibilities

• Monitor live operational performance and service levels.
• Coordinate resource adjustments and workflow management.
• Provide reporting and insights to senior stakeholders.

Skills

Real-time operations service delivery

Capacity planning

Performance optimisation

Data interpretation

CRM tools proficiency

Tools

Looker

CRM

WFM

Job description

We’re Capital on Tap 👋 💳 Capital on Tap was founded with the mission to help small business owners and make their lives easier. Today, we provide an all-in-one business credit card & spend management platform that helps business owners save time and money. Capital on Tap proudly serves over 200,000 businesses across the world and our goal is to help 1 million small businesses by 2030.

Why Join Us? We empower you to be innovative and solve complex problems. Take ownership, make an impact, and thrive in our scaling and agile environment.

🏡🏢 This is a Hybrid role; the Support Services team within Customer Operations work from our Cardiff Offices 3 days per week.

What You’ll Be Doing As the Service Delivery Manager - Customer Operations you will be responsible for the smooth running of the day to day operations, ensuring service delivery performance meets agreed targets in real time. You’ll lead a small team to monitor live activity, identify and respond to issues as they arise and work closely with operational teams to maintain service quality, resource alignment and customer satisfaction.

• Monitor live operational performance and service levels throughout the day, identifying risks or deviations from planned schedules and taking proactive action to maintain service delivery targets.
• Coordinate real-time resource adjustments where required, adjusting queues, schedules, and workflows to maintain SLA, occupancy, and response-time targets.
• Build and refine dashboards and tools such as Looker to give teams visibility of live and historical performance trends.
• Oversee system health ensuring data accuracy, issue escalations and timely resolution of any operational or technical problems.
• Act as point of contact for any operational incidents or issues. Coordinate operational responses including the deployment of customer communications, reorganisation of staff rotas and support with any post incident reviews.
• Provide live performance reporting and insight to senior stakeholders, highlighting any emerging trends, risks and opportunities for improvement.
• Proven experience in real-time operations service delivery in a fast paced customer focused environment.
• Strong understanding of capacity planning, intraday management and performance optimisation.
• Demonstrate ability to interpret live data and performance dashboards to make informed, timely operational decisions.
• Experience in incident response and service recovery ensures minimal disruption.
• Proficiency in using CRM, WFM or operational management tools.
• This is a fast paced, dynamic role suited to someone who thrives on problem solving, collaboration and proactive decision making.

Diversity & Inclusion🌈 We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Deserves Great Perks

• 🏥 Private Healthcare including dental and opticians services through Vitality
• ✈️ Worldwide travel insurance through Vitality
• 🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
• 👛 Salary Sacrifice Pension Scheme up to 7% match
• 🚘 Octopus EV Salary Sacrifice Scheme
• 🏖️ 28 days holiday (plus bank holidays)
• 📖 Annual Learning and Wellbeing Budget
• 👪 Enhanced Parental Leave
• 🚲 Cycle to Work Scheme
• 🚂 Season Ticket Loan
• 💬 6 free therapy sessions per year
• 🐶 Dog Friendly Offices
• 🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

Interview Process 🤝

• First stage: 30 minute intro and values call with Talent Partner (Video call)
• Second stage: 60 minute CV overview and experience interview with Head of Department (In Person or Video Call)
• Final stage: 60 minute stakeholder interview with other Heads of Department (In person)

Excited to work here? Apply! If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)

UK DE&I Data

At Capital on Tap we are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are. We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves.

In order to remain committed to our goal, we need to analyse and identify where we need to take steps to make positive impact. The first step in this process is gathering anonymous data on our candidates. We would encourage you to help us by filling in the form below.

All of the questions we ask are optional and will not affect your application. You don't have to share this with us and we won't consider it as part of your application. If you choose not to share this info, it won't impact your application in any way.

What gender do you identify with

What is your age?

What is your ethnicity?

Do you consider yourself to have a disability or health condition?