Associate Service Delivery & Release Manager Job Cheltenham England UK,IT/Tech

About Finova

Finova is the UK's leading lending and savings technology provider, supporting one in every five mortgages nationwide. Our agile, cloud-native solutions enable over 60 banks, building societies, specialist lenders, equity release providers and a network of 2,400+ brokers to stay ahead in a competitive market.

Cheltenham - 3 days office based About Finova

Built on open architecture and backed by deep industry expertise, our platform is designed to scale. Each year, we process over £50 billion in loans, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts.

Be part of a team that’s driving innovation, enabling growth and shaping the future of UK lending.

For Lenders

Finova offers a flexible, modular technology suite designed to help lenders move faster, scale efficiently and deliver standout digital experiences.

Financial Institutions use Finova to launch products faster, process applications up to 50% more efficiently and reduce operational costs — all while staying fully compliant in a fast-moving market.

About you:

Background:
Client/customer relationship experience, ideally within Software Delivery or Financial Services. Knowledge of service desk operations and what constitutes "world-class service" is a distinct advantage.
Communication & Empathy:
Exceptional written, verbal, and listening skills with demonstrable customer empathy and the ability to tailor your approach to different client contracts and ways of working.
Mindset: A calm, organized, and methodical approach to a fast-paced, demanding environment, ensuring clients have full confidence in our actions.
Technical Proficiency:
Strong working knowledge of Microsoft Office (especially PowerPoint and Excel) or Google Workspace equivalents. Experience using JIRA Service Management is a bonus.

What will you be doing?

Client Management:
Prepare and deliver monthly or quarterly service reviews for your clients (typically tier 3 Lenders), conducting regular touchpoints to build strong, valued relationships.
Issue Resolution:
Champion client priorities by tracking problems and hotspots. Collaborate with the Finova Service & Reliability team to ensure issues are prioritized and resolved promptly.
Release Coordination:
Plan, coordinate, and oversee L1 release deployments (e.g., product catalogue changes). Align resources, manage client communications, and ensure compliance with internal processes (requires occasional early evening and very rare weekend activity).
Production Oversight:
Maintain full visibility of production activities for allocated clients, including patches, major incidents, and Cloud Ops–managed tests (DR, Pen testing), ensuring all data is provided for the CAB process.
SLA Management:
Drive resolutions within SLAs, escalating blocked issues beyond the first-line team, and working with Service Desk Managers to continuously improve performance metrics.

What We Offer:

Hybrid working We operate on a hybrid model that is primarily office-based, requiring three days in the office each week, with the flexibility to work remotely for the remainder.
Private medical insurance Comprehensive health cover, with the option to add your family to your plan, because your well-being matters to us.
Life assurance & income protection We provide life assurance and income protection to give you peace of mind for the future
Family friendly policies Our enhanced family-friendly policy goes beyond maternity and paternity leave, offering paid time off for when plans change or alternative paths to parenthood are needed.
Work from anywhere Some thrive in the office, others at home — and many do best with choice. With approval, Finova employees can work abroad for up to 4 weeks each year.
Flexible holiday package Enjoy 25 days paid holiday allowance, plus all public holidays. And, you can rebook…