Service Delivery Manager

We’re looking for a driven and forward-thinking Service Delivery Manager to take ownership of how we deliver for our members - across every channel, every interaction, every time.

This is a pivotal leadership role within our credit union. You’ll combine operational excellence with a genuine passion for people, ensuring our service is not only efficient and compliant, but also human, inclusive, and built around real member needs.

About the Role

As Service Delivery Manager, you’ll lead the end-to-end delivery of member services - owning performance, shaping strategy, and driving continuous improvement.

You’ll oversee our Member Services and Technology functions, ensuring the right structure, capability, and culture are in place to deliver consistently high-quality experiences. From resolving complex service challenges to leading transformation initiatives, you’ll play a key role in how we evolve and grow.

What You’ll Be Doing

• Leading the delivery of member services across all channels, ensuring a seamless and consistent experience
• Owning service performance—driving delivery against KPIs, SLAs, and strategic objectives
• Acting as a senior escalation point for complex, high-risk, or high-profile issues and complaints
• Leading service transformation, digital improvements, and process optimisation initiatives
• Championing the voice of the member—using feedback and insight to shape service design
• Leading and developing the Member Services Team Leader and Technology Lead, building a strong and capable function
• Developing and delivering operational plans aligned to organisational priorities
• Managing budgets and resources to ensure efficient and sustainable service delivery
• Embedding a culture of accountability, collaboration, and continuous improvement
• Providing clear reporting, insights, and recommendations to senior leadership

What We’re Looking For

• Proven experience in service delivery, operations, or customer experience leadership
• Strong leadership skills with the ability to inspire, develop, and hold teams accountable
• A strategic thinker who can translate vision into practical delivery
• Experience managing performance frameworks (KPIs, SLAs, quality measures)
• Confidence handling complex issues and senior stakeholder engagement
• A passion for continuous improvement, digital innovation, and member experience
• Knowledge of financial services or regulated environments
• Excellent stakeholder management, communication and influencing skills.
• Strong analytical capability, including the use of data to drive decision-making and improvements.
• Sound understanding of governance, risk and compliance in service environments.

Why Join Us?

• Be part of an organisation that puts people before profit
• Play a key role in expanding access to fair and ethical financial services
• A supportive, values-led culture where your ideas can make a real difference
• Opportunities for professional growth and development
• Salary from £36,500 per year

Hybrid working is available for all employees, with a minimum 3 days at our offices in Birmingham (between 9am and 4:30pm) and the rest from home if you prefer. We offer enhanced leave, an employer-contributed pension scheme and a friendly and relaxed working environment where you will be supported to develop yourself and your career.

Serve and Protect is a great place to work, but don’t take our word for it! We are a Great Place to Work certified company and also earned a place on the Best Workplaces (Small), Best Workplaces for Wellbeing (Small) and Best Workplaces in Financial Services and Insurance (Small & Medium) in 2024.

Ready to Apply?

If you’re ready to take the next step in your career and lead a team that makes a difference every day, we’d love to hear from you.