Head of Service Delivery

Lumon is a leading fintech company specialising in foreign exchange and international payments. We're passionate about empowering individuals and businesses to effortlessly manage their overseas transactions. We are on a mission to become the world's most trusted currency partner and are always on the look out for those who will help us achieve that.

What's the role?

The Head of Service Delivery will lead and evolve our IT service operations, ensuring reliable, efficient, and customer-focused delivery across the business. This role combines strategic oversight with hands-on leadership of the Service Desk team, driving service excellence, embedding ITIL best practice, and fostering continuous improvement. Working closely with senior stakeholders, the Head of Service Delivery will own major incidents, service performance, supplier relationships, and business continuity, ensuring IT services consistently enable and support business success.

Your day to day will be the following

We're looking for an experienced Head of Service Delivery to take ownership of our IT service operations and ensure world-class service delivery across the business. This is a strategic leadership role where you'll drive service excellence, lead and inspire the Service Desk team, and work closely with senior stakeholders to align IT services with business goals.

What you'll be doing

• Leading, coaching, and developing the Service Desk team - setting objectives, running regular 1:1s, and driving high performance.
• Overseeing all aspects of IT service delivery, ensuring services are reliable, efficient, and aligned with business priorities.
• Taking accountability for Major Incident Management, ensuring fast resolution and clear communication to the business.
• Shaping and delivering the IT Service Roadmap, embedding ITIL best practices, and driving continuous service improvement.
• Defining, monitoring, and reporting on SLAs and KPIs, with responsibility for service performance across the organisation.
• Chairing the Change Authorisation Board (CAB) and ensuring effective management of incidents, problems, and changes.
• Partnering with senior stakeholders to support the successful delivery of business-critical projects.
• Maintaining and evolving the IT Service Catalogue and IT Asset inventory.
• Managing IT supplier relationships and ensuring compliance with regulatory requirements in partnership with Infrastructure and Security leads.
• Overseeing operational resilience and business continuity, including service mapping, test scenarios, and testing.

What we're looking for

• Significant experience in IT Service Management/Service Delivery leadership, ideally with ITIL certification.
• A proven track record of leading high-performing teams and delivering measurable improvements in IT services.
• Strong experience in incident, problem, and change management at a senior level.
• Exceptional stakeholder management and communication skills, with the ability to engage and influence at all levels.
• Analytical and results-driven, with experience producing and managing KPIs and SLAs.
• Strategic mindset with the ability to balance long-term planning with day-to-day operational delivery.

The role will best suit someone who likes to learn and challenge their own development. You will be naturally inquisitive and always looking at how to improve the service we provide. A strong customer service attitude for internal and external customers.

What You'll Get

• A competitive salary

• 25 days of annual leave, with a chance to purchase up to 5 additional days

• Birthday day off

• Free monthly company lunches

• Summer and Christmas parties, and other fun social events throughout the year

• Access to Pirkx benefits platform which includes online GP, cashback and discounts on shopping and restaurants, gym discounts and more!

• Medicash health scheme for you and your family

• Cycle to work scheme

• Quiet/Prayer room in Head Office

• Employee Assistance Programme

• Mental Health First Aiders

• Pension

• 4x Life Assurance

• Ongoing training and development

• Enhanced maternity leave

• Menopause support

• 2 additional days a year for 'Moments that Matter

The interview process

Our interview process involves 3 main stages. We promise not to ask you any brain teasers or trick questions!

• 30 minute recruiter call/video

• 30 minute call with hiring manager

• 1 take home presentation, where you will invited to come into the office for a 1 hour interview.

Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process please reach out if you do have any specific questions.

Please also let us know if there's anything we can do to make your application process easier for you, because of disability, neurodiversity or any other personal reason.