Service Delivery

Service Delivery & Release Manager – Cheltenham Finova is the UK's largest mortgage and savings technology provider, powering one in every five mortgages across the country. Our agile, cloud‑native solutions help over 60 banks, building societies and specialist lenders remain ahead of the market. We offer a flexible, proven suite of software that covers the full customer journey from mortgage and savings origination to servicing and CRM. Backed by an open architecture and deep industry expertise, our platform is built to scale. Today we process over £50 billion in loans each year, manage nearly £50 billion in savings and support the digital servicing of more than 650,000 UK borrower accounts. Our Solutions Include Lending end‑to‑end mortgage and specialist lending software built for speed, flexibility and scale. Decisioning powerful tools for smarter, more personalised lending decisions. Servicing intuitive workflows and automation to simplify day‑to‑day account management and customer servicing. Savings configurable onboarding and customer engagement tools across all savings products. Intermediary Manager broker relationship and compliance management, powered by real‑time external data. Broker ID fast, automated broker verification and compliance tracking using KYB, KYC and live monitoring from public data sources. What will you be doing? Work flexible hours, including nights, weekends and early evenings as required. Maintain full awareness of production activity for the client portfolio, including patch releases, key incidents, DR tests, Pen tests and other updates; log all production activities on the portfolio calendar. Help ensure issues are resolved within service‑level agreements, chase blocked issues outside of the first‑line team, and improve service performance metrics in conjunction with the Service Desk Manager(s) and Service Operation Manager(s). Prepare and deliver monthly service reviews (or quarterly where applicable) to clients and attend governance or business reviews; provide service content such as monthly packs or quarterly slide decks and conduct mid‑month touchpoints to support strong client relationships. Follow up on client problems and hotspots, coordinating with the Finova Problem team to prioritise and resolve issues. Plan, coordinate and oversee all activities related to the deployment of software releases, ensuring alignment with business objectives, ITIL best practices and approved release schedules; manage resources and support activities; liaise with project and support teams to define schedules, identify dependencies and mitigate risks. About You Experience in client relationship management across multiple accounts (MSP). Proficient with Microsoft Office Suite, especially PowerPoint and Excel. Background in ITIL or a similarly structured framework is preferable but not essential. Understanding of a working service desk and what world‑class service should entail. Excellent communication skills—written, verbal and listening. Strong customer‑service orientation with demonstrable client empathy. Ability to tailor your approach to varied client needs, contracts and working styles. Calm approach to fast‑moving and demanding business environments, ensuring clients feel confident and valued. Passion for problem solving and delivering high‑quality service to clients. What We Offer Flexible working: 25 days holiday (plus bank holidays), holiday trading and purchase options, the possibility to work from anywhere in the world for up to 4 weeks per year and a flexible hybrid working policy. Looking after you: Life Assurance, Group Income Protection, Private Medical Insurance, a pension scheme via Salary Exchange, an Employee Assistance Programme and access to a Virtual GP. Family‑Friendly Policies: Enhanced maternity and paternity pay, paid time off for fertility treatments and pregnancy loss. Extra Perks: Cycle to Work Scheme, discounts on shops, restaurants and gym memberships, free fresh fruit daily, and the chance to join colleague networks and social groups. Giving back: One paid volunteering day a year and a Give‑As‑You‑Earn scheme to support your favourite charities. Equal Opportunity Statement We value diversity and are committed to creating an inclusive environment for all employees. If you are passionate about this role but do not meet all the criteria, please reach out and we would love to discuss how your skills and experiences align with our needs. #J-18808-Ljbffr