Description Workplace: ITV Manchester, Media City Hybrid - expectation is 2-3 days in the office per week. The team Finance Operations is a collaborative, service-driven function focused on delivering reliable, efficient and customer-focused finance services across the business. The team works closely with colleagues in Finance and the wider organisation to continuously improve how services are delivered, measured and experienced. There’s a strong emphasis on clarity, accountability and partnership, alongside a supportive culture that values collaboration, learning and adapting to change together. The role This role plays a central part in ensuring Finance Operations delivers a consistently high-quality, customer-focused service across the business. As Finance Operations Service Delivery Lead, you’ll be responsible for how services are defined, governed, measured and experienced by our customers, acting as a key interface between Finance Operations and its stakeholders. You’ll bring structure, clarity and pace to service delivery by embedding and reporting outcome-driven KPIs, strengthening governance and enabling effective issue resolution, while supporting the wider Finance Operations strategy in a fast-moving, evolving environment. Some of your key day-to-day responsibilities will include: Define and embed an outcome-driven KPI and performance framework for Finance Operations, working closely with the Continuous Improvement team and Heads of Functions. Develop and maintain a governance model that clearly manages customer relationships, service accountability and performance Act as a point of guidance for escalation and issue resolution, monitoring progress and ensuring issues are addressed effectively Introduce and standardise issue resolution processes to strengthen service governance Partner with the Finance Operations Change Lead to shape consistent, customer-friendly stakeholder engagement and communication approaches Establish clear service scope, roles and accountabilities between Finance Operations and wider business stakeholders Oversee the planning, delivery and tracking of Finance Operations roadmap initiatives aligned to strategic objectives Track milestones, timelines, budgets and deliverables, maintaining PMO tools, governance materials and reporting Skills you’ll need (minimum criteria) Experience managing a service management framework within a finance shared services or operations environment Proven experience developing operational and outcome-driven KPIs and performance metrics Strong project management and organisational skills, with experience maintaining PMO tools and governance structures Proficiency in Microsoft Office and project management tools (e.g. Excel, PowerPoint, MS Project, Smartsheet or similar) Other things we’re looking for (key criteria) Builds strong, trusted relationships quickly, using credibility and empathy to work effectively with senior stakeholders and delivery teams Brings clarity and momentum to complex situations, able to prioritise what matters most and drive progress without overcomplication Comfortable holding others to account while maintaining positive, constructive working relationships Demonstrates sound judgement and calm decision-making when managing competing demands, risks and escalations Takes a customer-focused approach, balancing service consistency with flexibility to meet differing stakeholder needs Naturally collaborative, seeking input and diverse perspectives while remaining decisive Proactive and improvement-minded, spotting opportunities to strengthen governance, performance and ways of working Resilient and adaptable, maintaining effectiveness and focus in a fast-paced, evolving environment Please note, on occasion we may receive a very large volume of applications which means applications for a role may close earlier than the referenced closing date. We’d encourage you to apply as soon as possible if interested.