Service Delivery Manager

Lendscape is a leading technology provider to the global secured finance market.

We’re committed to helping financial institutions unlock working capital and deliver seamless, technology-driven lending experiences for their SME clients. Today, over 130 banks and finance providers around the world rely on our platform to power their secured lending operations.

With headquarters in London and offices in California and Singapore, our team of 180+ professionals is united by a mission to transform secured finance through innovation, reliability, and customer-first thinking.

Your Opportunity to Deliver Excellence and Build Impactful Relationships!

Are you a customer-focused operations expert who thrives on service quality, stakeholder management, and problem-solving? We're looking for a Service Delivery Manager to join our collaborative team and be a trusted partner to our customers post-implementation.

In this role, you’ll be the key point of contact for live customers, owning service performance, managing upgrades, resolving issues, and building long-term relationships. You’ll work across teams to ensure smooth operations, continuous improvement, and high customer satisfaction. If you're passionate about service excellence, proactive communication, and operational success, this is your chance to make a measurable difference at Lendscape.

Requirements

The Service Delivery Manager is responsible for ensuring the effective and efficient delivery of services to customers, with a strong focus on maintaining high service levels and enhancing the overall customer experience. The role involves working closely with a cross-functional team dedicated to supporting live customers, driving continuous improvement, managing software upgrades, and acting as a key escalation point for service-related issues.

The Service Delivery Manager is accountable for the quality and effectiveness of ongoing service delivery to assigned customers. Acting as the primary post-implementation contact, the SDM ensures that customer expectations are met or exceeded through proactive relationship management, effective service coordination, and a deep understanding of each customer’s operational goals.

The SDM is responsible for maintaining a strong and positive relationship with each customer, conducting regular account reviews to assess satisfaction, track performance against agreed service levels, and identify opportunities for improvement. They act as the voice of the customer within the business, collaborating with internal teams to ensure services remain aligned with evolving customer needs. In addition to managing the live customer service experience, the SDM is responsible for coordinating the delivery of small-scale engagements such as system upgrades, minor change requests, and other enhancements to services that may be defined within customer contracts or agreed as part of ongoing service evolution. They have a key role in planning and overseeing such engagements ensuring delivery is efficient, well-communicated, and aligned with customer priorities.

This is a hands-on role that blends account management, service quality oversight, coordination of minor projects, and operational excellence. It requires strong communication skills, attention to detail, and the ability to work cross-functionally to drive value and maintain high levels of customer satisfaction.

Responsibilities & duties

• Ensure the delivery of all services meets agreed-upon service levels (SLAs) and customer expectations.
• Act as an escalation point for service-related issues, coordinating with internal teams to drive resolution.
• Work closely with a cross-functional team, including support, all flavours of technical consultancy, and product, to enhance service delivery capabilities.
• Manage the planning, coordination, and execution of software upgrades to minimise disruption and ensure smooth transitions for customers.
• Develop and implement best practices, processes, and tools to improve service efficiency and customer satisfaction.
• Monitor and analyse service performance, identifying trends and areas for improvement.
• Drive continuous service improvements by conducting regular service reviews with customers, gathering customer feedback and implementing corrective actions.
• Maintain strong relationships with customers, ensuring a clear understanding of their operational needs and challenges.
• Ensure accurate documentation and record-keeping in internal systems, including CRM and service management tools.

Experience and Knowledge

• Proven experience in service delivery management, IT service management, or a related field.
• Strong understanding of service level management and ITIL principles (certification preferred).
• Experience working in a cross-functional environment supporting live customers.
• Familiarity with IT systems and software solutions in a business environment.
• Experience managing software upgrades and coordinating technical teams to ensure seamless deployment.
• Strong analytical and problem-solving skills, with the ability to drive continuous improvement.
• Experience in incident and problem management, ensuring timely resolution of service issues

Benefits

• Pension with Scottish Widows: 9% total (5% employee, 4% employer)
• Life assurance with Aviva
• Private medical insurance with Vitality
• Bupa health cash plan
• Employee Assistance Programme via Unum
• Discounted corporate gym membership at Virgin Active
• Access to Udemy for Business for learning and development
• Cycle to Work scheme
• Free financial and pension advice
• Free eye test and VDU glasses voucher through Specsavers
• Up to 5 paid volunteering days per year

Our culture

We are very proud of our culture and our way of working. Below are our shared values and behaviours that make up our work environment and our day-to-day experience at Lendscape.

Achieve great things, together:  We are supportive and empathetic, always available to lend a hand when needed.

Go above and beyond for customers:  We are customer centric and give 100% to deliver exceptional outcomes. Everyone is willing to go the extra mile to solve the customer’s biggest challenges and help them get ahead.

Embrace every opportunity:  We’re inspired by opportunities to sustainably grow ourselves. Lendscape and our customers.

Rise to the challenge:  We are self-motivated, empowered with flexibility and autonomy to work in our best way.

What to expect

We appreciate you taking the time to apply to this role with us, and we are committed to making your journey with us as positive as possible. Interviews are a team effort and we’re keen to address any queries you may have and to determine if you equally feel if we are the right choice for your career.

Lendscape is for everyone

Lendscape is passionate about ensuring that we remain a top performing business and a fantastic place to work - a place where everyone is comfortable to work. We’re a business that values equal opportunities for all and we celebrate the unique and diverse backgrounds and experiences of each individual. 

We look forward to connecting with you.