Finance Operations Service Delivery Lead

The Role
The team..

Finance Operations is a collaborative, service-driven function focused on delivering reliable, efficient and customer-focused finance services across the business. The team works closely with colleagues in Finance and the wider organisation to continuously improve how services are delivered, measured and experienced. There's a strong emphasis on clarity, accountability and partnership, alongside a supportive culture that values collaboration, learning and adapting to change together.

This role plays a central part in ensuring Finance Operations delivers a consistently high-quality, customer-focused service across the business. As Finance Operations Service Delivery Lead, you'll be responsible for how services are defined, governed, measured and experienced by our customers, acting as a key interface between Finance Operations and its stakeholders. You'll bring structure, clarity and pace to service delivery by embedding and reporting outcome-driven KPIs, strengthening governance and enabling effective issue resolution, while supporting the wider Finance Operations strategy in a fast-moving, evolving environment.

Some of your key day-to-day responsibilities will include:

• Define and embed an outcome-driven KPI and performance framework for Finance Operations, working closely with the Continuous Improvement team and Heads of Functions.
• Develop and maintain a governance model that clearly manages customer relationships, service accountability and performance.
• Act as a point of guidance for escalation and issue resolution, monitoring progress and ensuring issues are addressed effectively.
• Introduce and standardise issue resolution processes to strengthen service governance.
• Partner with the Finance Operations Change Lead to shape consistent, customer-friendly stakeholder engagement and communication approaches.
• Establish clear service scope, roles and accountabilities between Finance Operations and wider business stakeholders.
• Oversee the planning, delivery and tracking of Finance Operations roadmap initiatives aligned to strategic objectives.
• Track milestones, timelines, budgets and deliverables, maintaining PMO tools, governance materials and reporting.

• Experience managing a service management framework within a finance shared services or operations environment.
• Proven experience developing operational and outcome-driven KPIs and performance metrics.
• Strong project management and organisational skills, with experience maintaining PMO tools and governance structures.
• Proficiency in Microsoft Office and project management tools (e.g. Excel, PowerPoint, MS Project, Smartsheet or similar).

• Builds strong, trusted relationships quickly, using credibility and empathy to work effectively with senior stakeholders and delivery teams.
• Brings clarity and momentum to complex situations, able to prioritise what matters most and drive progress without overcomplication.
• Comfortable holding others to account while maintaining positive, constructive working relationships.
• Demonstrates sound judgement and calm decision-making when managing competing demands, risks and escalations.
• Takes a customer-focused approach, balancing service consistency with flexibility to meet differing stakeholder needs.
• Naturally collaborative, seeking input and diverse perspectives while remaining decisive.
• Proactive and improvement-minded, spotting opportunities to strengthen governance, performance and ways of working.
• Resilient and adaptable, maintaining effectiveness and focus in a fast-paced, evolving environment.

Please note, on occasion we may receive a very large volume of applications which means applications for a role may close earlier than the referenced closing date. We'd encourage you to apply as soon as possible if interested.