Head of service Delivery

London/Edinburgh

Reporting to the Chief Operations Officer

• Are you curious, excited by experimentation and always looking to innovate?
• Do you want to work in embedded payments where you can keep learning and developing whilst getting hands-on experience?
• Do you want to have the opportunity to play an important role in a rapidly growing and exciting Fintech business?

• Building the extraordinary; going that extra mile.
• Owning the opportunity; be passionate and proud of the time you invest.
• Move at pace; reach goals faster whilst supported on your career journey.
• Achieve it together, working collaboratively and being a Modulite.

• Develop and implement a comprehensive service delivery strategy to ensure operational excellence in payments processing.
• Lead and manage service delivery teams, ensuring clear objectives, professional development, and high performance.
• Oversee the end-to-end payment operations, ensuring adherence to SLAs, security protocols, and regulatory requirements.
• Drive continuous improvement initiatives, optimizing processes and enhancing service quality.
• Act as a key point of escalation for service-related issues, ensuring timely resolution and minimal disruption.
• Foster strong relationships with internal stakeholders, clients, and partners, ensuring alignment of service delivery with business needs.
• Implement metrics and reporting frameworks to track service performance and customer satisfaction.
• Ensure compliance with financial regulations, data security standards, and risk management best practices.
• Lead incident management and ensure swift response to operational challenges affecting payments processing.

• Proven experience in a senior service delivery role within financial technology or payments.
• Strong understanding of payment systems, transaction processing, and regulatory frameworks.
• Demonstrated ability to manage complex operations, drive efficiency, and improve service levels.
• Experience in leading teams, managing vendors, and collaborating with technical and business stakeholders.
• Excellent problem-solving, communication, and leadership skills.
• Ability to work in a fast-paced, high-growth environment, making data-driven decisions to enhance service delivery.

• Share Options Incentive Scheme.
• Company Bonus - the more successful we are together, the greater the reward.
• Flexible benefits - £1000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs. Including Private medical insurance, gym membership, health checks etc.
• Perkbox - enjoy freebies and discounts on many other products and services.
• 33 days holiday (including bank holidays) & your birthday off - choose which days you take off to relax and/or spend time with loved ones.
• Learning Opportunities - on joining Modulr you will embark on our 2-day onboarding programme, called ModStart, to be equipped with the Modulr know-how and arm you with the tools you need to be successful from day 1! But we do not want your learning to stop there so we will continue to provide you with the tools and capabilities through our learning channels and platforms.
• Modulr hands-on - join your colleaguesfor our company wide events throughout the year.
• Great workspace - Modulr thrives on innovation which is best done through in-person collaboration. This approach enables us to work together closely, exchange ideas, and create innovative solutions that drive our success. We ask our team members to be based in the office 4 or more days a week. We have state of the art offices located in Exchange Crescent Edinburgh, Scale Space in London, and WeWork in Amsterdam.
• Bike to work / E-bike scheme.

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