Head of Service Delivery Excellence
5 days ago
We are seeking a highly skilled and experienced Head of Service Delivery to lead our Service Delivery function at Grantify. As a key member of our global leadership team, you will be responsible for overseeing all aspects of Service Delivery for our Grants service in the UK and the US.
The successful candidate will have a proven track record of delivering high-quality services to clients globally, with a strong focus on customer success and satisfaction. You will lead a team of talented professionals to drive performance, accountability, and continuous improvement across our operations.
You will work closely with our COO to design and execute service delivery strategies for future growth, ensuring that our services are delivered efficiently, effectively, and with a high level of quality.
Key Responsibilities- Lead and oversee the Service Delivery function to ensure alignment with company goals and objectives.
- Manage and develop the Service Delivery team to drive performance and accountability.
- Ensure the smooth and effective execution of client services, maintaining high standards of quality and timeliness.
- Implement and refine processes to improve efficiency, productivity, and scalability as Grantify expands in the UK and the US.
- Work closely with the COO on designing and executing service delivery strategies for future growth.
- Take ownership of service delivery tools and systems, driving improvement and efficiency as we scale.
- Manage resources and capacity planning, ensuring the right tools and systems are in place to support growth.
- Oversee and report on service delivery KPIs, including:
- Number of applications submitted.
- Client velocity targets.
- Client health scores.
- Client response time SLAs.
- Refund totals and service delivery gross margin.
We offer a competitive salary and a range of benefits, including:
- Generous leave allowance.
- Private medical insurance.
- Work from home support.
- Quarterly socials for camaraderie and shared experiences.
- Enhanced parental leave.
We are committed to fostering an inclusive environment where diversity is celebrated. We encourage applications from people of all backgrounds and are committed to building a team that reflects a variety of perspectives and skills.
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