Head of Service Operations

Position Overview

This is more than a job. It’s a chance to build, grow, and make a real impact! Join our team as our new Head of Service Operations!

Location - Sheffield or London

Work Pattern - Hybrid

The Head of Service Operations is accountable for the delivery, performance, resilience, and operational governance of all UK Lending services, including services delivered to regulated financial services customers.

As a member of the UK Lending Senior Leadership Team, this role serves as the single point of accountability for service performance, operational excellence, service economics, customer operational outcomes, service transition, operational resilience, and first-line control execution.

The role owns the service operating model and is responsible for improving service quality, operational efficiency, cost-to-serve, and scalability through standardization, automation, and continuous improvement.

Responsibilities

Operational Excellence

• Standardized service operations across hosted, self-hosted, and hybrid environments
• Reduced operational complexity
• Increased automation and self-service
• Improved service quality and predictability

Service Economics

• Lower cost-to-serve
• Increased productivity
• Greater scalability
• Delivery of efficiency and optimization targets

Customer Outcomes

• Achievement of SLA commitments
• Improved customer satisfaction
• Increased customer retention and renewals
• Effective major incident and escalation management

Operational Assurance

• Strong operational resilience
• Effective risk and control execution
• Audit readiness
• Regulatory compliance

Core Accountabilities

Service Operations Strategy

• Define and execute UK Lending service operations strategy
• Build a scalable operating model
• Drive standardization and simplification
• Lead operational transformation initiatives

Service Delivery & Operations

• Own service management and operational support
• Accountable for contractual service performance
• Lead service governance and reporting
• Ensure effective ITSM practices
• Drive continuous improvement

Service Transition & Acceptance

• Own operational readiness
• Define service acceptance criteria
• Make production readiness decisions
• Ensure supportability of new products and changes

Operational Resilience

• Own resilience strategy
• Lead disaster recovery and business continuity
• Govern critical suppliers and dependencies
• Maintain audit and regulatory readiness

Security, Risk & Compliance

• Lead first-line operational controls
• Manage operational risk
• Maintain compliance evidence
• Support audits and customer assurance activities

Continuous Improvement & Automation

• Foster continuous improvement culture
• Drive AI, automation, and self-service initiatives
• Reduce operational effort through simplification
• Improve operational efficiency through technology enablement

Qualifications

• Extensive experience in Service Operations, Service Delivery, Managed Services, IT Operations, or a related technology leadership function.
• People leadership experience managing managers and cross-functional operational teams.
• Proven experience leading large-scale service operations in a SaaS, managed services, cloud services, fintech, banking technology, or enterprise software environment.
• Demonstrated accountability for service performance, customer outcomes, operational resilience, and contractual service delivery.
• Experience leading major incidents, service recovery activities, customer escalations, and operational transformations.
• Experience managing operational budgets, cost optimization initiatives, and service economics.
• Proven track record of building scalable operating models and driving continuous improvement through automation and standardization.
• Experience working with regulated industries, preferably within banking, lending, financial services, or highly regulated environments.

Company Overview

At SBS, we’re more than just a technology company, we’re a global fintech partner helping banks and financial institutions transform, innovate, and grow. With over 5,000 employees worldwide and clients in more than 80 countries, our solutions power everything from digital banking and lending to payments and core banking systems.

As part of 74Software, we’re backed by a group of leading software companies delivering mission-critical solutions worldwide. Our focus is on delivering long-term value, leveraging cutting-edge technology, and fostering strong client partnerships. Join us and be part of a collaborative, forward-thinking team shaping the future of finance.

Why SBS?

At SBS, we’re committed to supporting our employees in every aspect of their lives, from health and wellbeing to financial security and lifestyle perks.

We offer benefits that allow you to thrive at work and beyond, including health coverage, retirement plans, paid time off, flexible work, career development, competitive pay, and global culture perks.

Equal Opportunity Employer

We are committed to providing equal opportunities and ensuring a fair and inclusive recruitment process. We do not discriminate on the basis of age, disability, gender, sexual orientation, race, religion, or any other protected characteristic.