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Head of Service Delivery, leeds, west yorkshire
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Client:
Emerald Technology
Location:
leeds, west 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
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