Service Delivery Lead

Our client, a leading e-trading solutions provider aligned to the construction industry is seeking a strategic, driven, and outcome focused Service Delivery Lead to lead their Delivery function and play a key role in driving operational excellence. This is a fantastic opportunity to lead delivery within a dynamic SaaS business, in the deployment of Finance Process Automation solutions for organisations across a variety of markets. This role will play a key role as a member of the Operations Management Team in driving the effective deployment of our solutions, enabling rapid time to value for customers through strategic planning, clear communication, and seamless resource coordination. Our client’s platform automates invoices, orders, and statement reconciliation, helping customers reduce manual workload and better manage their financial operations. The software is Azure-based and integrates with ERP systems via APIs or SFTP. The company operates on a project-delivery model, working in six-week sprints supported by a team of consultants who deliver technical implementation and client support. This is an on-site role based in a fantastic modern work environment in Manchester. Key Components of the Role Team Leadership & Development Lead a high-performing team of consultants and Delivery Managers, fostering accountability, collaboration, and a commitment to delivering high quality outcomes Resource Management Manage resource allocation and capacity planning, working closely with the Operations Director ensuring we consistently deliver exceptional outcomes for our customers. Delivery Management and Reporting Manage the delivery portfolio using the necessary metrics to ensure the profitability of each deployment through the effective use of resources. Track and report on the progress of each deployment, carefully managing the delivery timeline with tight control of scope and budget. Operational Excellence Regularly review and refine delivery processes, to ensure we provide consistent efficiency and positive customer outcomes Stakeholder Engagement Assume the role of sponsor for the delivery portfolio, acting as a senior point of contact for all stakeholders, aligning delivery plans with business goals, product roadmaps, and customer expectations. Key Responsibilities Customer Management • Lead all kick-off calls after sales handover • Manage weekly client delivery calls, tracking milestones and managing expectations • Escalate issues and coordinate with project sponsors on the client side • Maintain strong relationships with senior stakeholders (typically Financial Controllers/Directors) Internal Delivery Leadership • Manage a team of four consultants; organise workload, priorities, and daily focus • Ensure consultants are working efficiently to reduce overtime and maintain project pacing • Own delivery processes and support ongoing improvements • Collaborate with Sales on project handover and support team on go-live transitions Reporting & Analysis • Complete cost and project performance analysis post-delivery. • Assess success, profitability, and areas of improvement What we’re looking for Experience leading delivery functions in high-growth SaaS environments and of managing end-to-end implementations and deployments Proven ability to translate strategic objectives into scalable delivery frameworks that accelerate customer value and drive product adoption Skilled in resolving delivery challenges swiftly and transparently Passionate about managing a high-performing delivery team with clear objectives Strong experience of customer data management security and compliance requirements (ISO 27001 / ISO9001 / GDPR) What we offer £45k 25 days + bank holidays Healthcare New office environment, social culture