Junior Service Delivery Manager

Junior Service Delivery Manager

About finova & MSO

finova and MSO (Mortgage, Sales & Origination) combined are one of the UK’s largest cloud-based mortgage and savings software providers, supporting more than 60 leading lenders and 3,000 mortgage brokers. Our award-winning software suite includes origination solutions for mortgages and savings, servicing solutions for mortgages and savings, broker CRM solutions, and a range of solutions that connect lenders, intermediaries and consumers. Fast implementation and open architecture are at the centre of our technology, giving our customers the flexibility to integrate into their existing system or configure solutions to meet the needs of their business.

Managed Services

The Managed Services team is scaling and now encompasses 60+ live clients and a healthy pipeline of additional onboardings, this means we have an opening for a Service Delivery Manager to be part of our Service Delivery function. As a Service Delivery Manager, you will be key in supporting a strategy of service-centric excellence and be the ‘Voice of the Client’ to the rest of the Managed Services function. The SDM will follow the service delivery and client relationship management strategy, collaborating and working with other SDMs to provide clients with an outstanding service experience. The Service Delivery function is the ‘face of finova’ to our clients. They ensure that the service design we have scoped is fit for purpose and that finova are not only hitting but aiming to exceed our contractual service deliverables. Service Delivery ensures that clients are satisfied with the service they receive. Flexibility of workspace and ability to travel is essential, as client site visits are an integral part of this role, along with bandwidth for OOH and weekend working if required.

About you:

• Must be able to travel to customer sites (within the UK) as and when required
• Experience within a fintech or the financial services sector is preferable
• Customer success experience is essential
• Client relationship management across MSP (Multi Service provider, supporting multiple clients)
• Knowledge and experience with Microsoft Office suite (especially PowerPoint and Excel)
• ITIL aligned background would be preferable
• Knowledge of a working service desk and what ‘world-class service’ should entail
• Exceptional communication skills (written / verbal / listening)
• Excellent customer service skills with demonstrable client empathy
• Understanding that all clients are different and tailoring your approach to their needs/contracts/ways of working
• Managing 3^rd parties / vendor management

What will you be doing:

• Will be a trusted working partner to the Senior Service Delivery Manager and a finova advocate to our clients.
• Work collaboratively with different departments to ensure that efforts to maintain client sentiment within the BAU space are consistent.
• Embed finova’s Service Delivery and Client Relationship Management Strategy with your allocated clients.
• Leverage client feedback to drive continuous improvement of service practices.
• Prepare for and deliver monthly service reviews to all allocated clients.
• Maintain, and regularly feedback on, a Client Action Log for all allocated clients.
• Set clear client expectations around finova’s contractual position, offering chargeable enhancements where requested.
• Interface regularly with the Account Management team to ensure alignment cross-functionally.
• Collaborate with Service Operations, Major Incident Management, Problem Management, Change Management and other key ITIL functions to ensure consistency and entwinement between the pillars.
• Support the Senior Service Delivery Manager with overall vision and strategy of the Service Delivery pillar.
• Be confident in presenting/speaking to a wide range of client roles up to director level.

What will you get from joining the finova family?

Flexible Working:

• 25 days holiday in each calendar year plus bank holidays
• Bank Holiday trading: flexibility to work bank holidays and take another day off that fits your values, beliefs or celebration calendar better
• Increasing your work-life balance, holiday trading allows employees to buy an extra 5 days holidays
• Work from anywhere in the world for up to 4 weeks a year
• We recognise the importance of juggling family and work life therefore finova offer a flexible hybrid working policy
• We’re open to applicants from all walks of life, please feel free to ask us if you require flexible working and we’ll do our best to accommodate

Looking After You:

• Life Assurance, Group Income Protection and Private Medical Insurance
• Pension scheme via Salary Exchange
• Employee Assistance Programme with counselling sessions available
• Virtual GP to save you time in trying to get an in-person appointment

Family Friendly policy:

• Enhanced maternity and paternity pay
• Paid time off for fertility treatments and pregnancy loss

Extra Perks:

• Cycle to Work Scheme
• Access to a huge range of benefits & discounts for shops, restaurants and gym memberships
• Free fresh fruit daily
• Share your passions and interests with like-minded people through our colleague networks and social groups - from book clubs to fitness challenges and group parties

Giving you the chance to give back:

• Give-As-You-Earn scheme allowing you to support your favourite charities straight from your monthly salary
• One day's paid volunteering day a year

Equal Opportunity Statement

Diverse teams really are the best teams, we promote a working environment in which diversity is recognised, valued and encouraged. We acknowledge the multi-cultural and diverse nature of the UK workforce and society in general. We are committed to principles of fairness and mutual respect where everyone accepts the concept of individual responsibility. Our policy seeks to ensure job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this throughout the entire employee lifecycle.

We know that some candidates (and, from the research we've seen, especially women) may feel less inclined to apply for a role if they don't quite meet every requirement of the role. If you like the look of a role but you're not 100% sure if your skillset will meet our requirements, please reach out and we will be happy to talk through your experiences.

Personal Data

finova retains applicants’ personal data on our HR System for the purpose of reviewing and evaluating applications and contacting candidates to discuss job opportunities. For unsuccessful candidates, finova will retain your personal data and CV for the duration of 6 months.