Head of Service Delivery

Overview

Head of Service Delivery at Modulr. Location: Edinburgh; London. Reporting to the Chief Operations Officer.London/Edinburgh. Modulr is a fast-growing payments business operating in the UK, US and Europe. This role sits in a cross-functional team that solves problems rather than being handed tasks, in a high-growth, fast-paced, collaborative environment with opportunities to tackle challenging problems.Modulr valuesBuilding 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.Summary

As Head of Service Delivery, you will be responsible for ensuring the smooth and efficient operation of our payment platforms, driving service excellence, and maintaining high levels of customer satisfaction. You will lead a team of service delivery professionals, collaborating closely with product, operations, and technology teams to enhance service performance and reliability.Key Responsibilities

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.Required Skills and Experience

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.What Modulr can offer you

You will be part of a cross-disciplinary team with co-workers in Edinburgh, London, Amsterdam, and India. We are friendly and sociable, challenging but rewarding. We support your growth as we scale up and grow.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 including private medical insurance, gym membership, health checks, etc.Perkbox – discounts on many products and services.33 days holiday (including bank holidays) plus your birthday off.Learning Opportunities – 2-day onboarding programme (ModStart) and ongoing learning through our channels and platforms.Modulr hands-on – join company-wide events throughout the year.Great workspace – based in offices in Exchange Crescent, Edinburgh; Scale Space, London; WeWork, Amsterdam. In-office presence 4 or more days a week.Bike to work / E-bike scheme.ModInclusion

We are building a more positive, diverse and inclusive culture where everyone feels they belong. We welcome applications from candidates with diverse backgrounds.By submitting your CV you understand Modulr may use your personal data to assess eligibility and contact you about interviews, or transfer your CV to the hiring manager. You can request removal from our database at any time by emailing remove@ Modulr, noting this will end consideration for the ..... full job details .....