Head of Service Delivery Excellence

3 weeks ago

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

We are seeking a highly skilled and experienced Service Delivery Director to join our team 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 service levels to ever-increasing clients globally, with a strong focus on customer satisfaction and retention. You will lead a team of experienced professionals, providing guidance, mentorship, and coaching to ensure they have the skills and knowledge needed to excel in their roles.

Key responsibilities will include:

  • Leading and overseeing the entire Service Delivery function, ensuring all processes align with the company's goals and objectives.
  • Managing, mentoring, and developing the Service Delivery team to drive performance and accountability.
  • Ensuring the smooth and effective execution of client services, maintaining a high standard of quality and timeliness.
  • Implementing and refining processes to improve efficiency, productivity, and scalability as Grantify expands in the UK and the US.
  • Working closely with the COO on designing and executing service delivery strategies for future growth.
  • Taking ownership of service delivery tools and systems, driving improvement and efficiency as we scale.
  • Managing resources and capacity planning, ensuring the right tools and systems are in place to support growth.
  • Overseeing and reporting 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

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.
About You

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

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

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

What We Offer

We offer a competitive compensation package, including a generous leave allowance, private medical insurance, work-from-home support, and enhanced parental leave.

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.

We are proud of our 4.8 rating on TrustPilot, reflecting our commitment to exceptional service and results.

We are looking for someone who is passionate about delivering high-quality service levels and is excited about the opportunity to join our team and contribute to our growth and success.

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