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Head of Service Delivery

1 month ago

London, Greater London, United Kingdom Grantify Full time
Service Delivery Leadership Opportunity

We are seeking a seasoned Service Delivery professional to lead our team in delivering exceptional service to our clients. As the Head of Service Delivery, you will be responsible for overseeing the entire service delivery function, ensuring that all processes align with the company's goals and objectives.

You will manage, mentor, and develop a team of Service Delivery professionals to drive performance and accountability. Your focus will be on ensuring the smooth and effective execution of client services, maintaining a high standard of quality and timeliness.

To achieve this, you will implement and refine processes to improve efficiency, productivity, and scalability as Grantify expands in the UK and the US. You will work closely with the COO to design and execute service delivery strategies for future growth.

You will take ownership of service delivery tools and systems, driving improvement and efficiency as we scale. Additionally, you will manage resources and capacity planning, ensuring the right tools and systems are in place to support growth.

Key performance indicators (KPIs) will include:

  • Number of applications submitted
  • Client velocity targets
  • Client health scores
  • Client response time SLAs
  • Refund totals and service delivery gross margin
Success Metrics

After 1 year, you will have achieved success in this role if you have:

  • Overseen the delivery of our services to double the number of clients for a wider range of grants than ever before.
  • Maintained health KPIs (such as client health scores, refunds, etc.).
  • Been a recognised force for good and a key trusted member of the global leadership team.
  • Delivered at least two initiatives to impact our gross margin in Service Delivery positively.
  • Been a key part of the principal members of our Service Delivery Management team becoming industry-recognised experts in their own right.
  • Maintained high levels of engagement in our teams the entire time.
  • Been known as someone who practices compassionate but direct communication.
  • Been seen as the kind of person who takes ideas and strategies on a global, zoomed-out level and can make them happen on a day-to-day, zoomed-in level.
Requirements

We are looking for a candidate with a demonstrable track record of focusing on work that delivers impact, not just activity. You should possess expert-level communication skills, both written and verbal, and be able to effectively articulate ideas and influence others at all levels.

You should be able to demonstrate that you have built systems that manage high volumes of clients across multiple geographies, maintaining high standards of service quality, and be able to talk about your experience doing so in detail.

You should be experienced in developing and coaching leaders and managers, helping them grow and succeed, and be able to provide contactable references for the people you have developed.

You should have learned valuable lessons from being part of a fast-growing company and be able to share examples of both successes and failures, especially in operational delivery in a Customer Success or Service Delivery function.

You should be comfortable discussing the challenges of managing service delivery across different regions, particularly the UK and the US, in detail.

You should have a clear opinion on our services and be able to articulate it based on your research and understanding of Grantify.

Preferred Qualifications

Familiarity with the UK and/or US grant application and winning process would be an advantage. Knowledge of Grantify and what we do would also be beneficial.

Experience as the Head of Department for a Customer Success function in a consultancy or SaaS product business would be desirable.

About Grantify

We are a dynamic, generative AI startup that has rapidly grown from a 2-person founding team to a vibrant workforce of over 100 with a strategic expansion into the US market. On average, over the past three years, Grantify has doubled in size annually, earning recognition as the 46th fastest-growing company in the UK for 2024.

Our unique AI grant writing platform has successfully raised over $150 million for startups, helping businesses across various industries secure substantial government funding, reaching up to seven figures. We simplify the complex landscape of government grants and funding opportunities, enabling technology enterprises to access funds eight times faster than the industry average. We are proud of our 4.8 rating on TrustPilot, reflecting our commitment to exceptional service and results.

Looking ahead, we have ambitious plans to raise $1 billion in funding and become the number one funding launchpad globally. Join us on this exciting journey and be a part of our innovative team shaping the future of funding opportunities.