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Finance Operations Service Delivery Lead

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Location:
United Kingdom , Manchester

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Category:
Finance

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Contract Type:
Not provided

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Salary:

50000.00 - 65000.00 GBP / Year
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Job Description:

This role plays a central part in ensuring Finance Operations delivers a consistently high-quality, customer-focused service across the business. As Finance Operations Service Delivery Lead, you’ll be responsible for how services are defined, governed, measured and experienced by our customers, acting as a key interface between Finance Operations and its stakeholders. You’ll bring structure, clarity and pace to service delivery by embedding and reporting outcome-driven KPIs, strengthening governance and enabling effective issue resolution, while supporting the wider Finance Operations strategy in a fast-moving, evolving environment.

Job Responsibility:

  • Define and embed an outcome-driven KPI and performance framework for Finance Operations, working closely with the Continuous Improvement team and Heads of Functions
  • Develop and maintain a governance model that clearly manages customer relationships, service accountability and performance
  • Act as a point of guidance for escalation and issue resolution, monitoring progress and ensuring issues are addressed effectively
  • Introduce and standardise issue resolution processes to strengthen service governance
  • Partner with the Finance Operations Change Lead to shape consistent, customer-friendly stakeholder engagement and communication approaches
  • Establish clear service scope, roles and accountabilities between Finance Operations and wider business stakeholders
  • Oversee the planning, delivery and tracking of Finance Operations roadmap initiatives aligned to strategic objectives
  • Track milestones, timelines, budgets and deliverables, maintaining PMO tools, governance materials and reporting

Requirements:

  • Experience managing a service management framework within a finance shared services or operations environment
  • Proven experience developing operational and outcome-driven KPIs and performance metrics
  • Strong project management and organisational skills, with experience maintaining PMO tools and governance structures
  • Proficiency in Microsoft Office and project management tools (e.g. Excel, PowerPoint, MS Project, Smartsheet or similar)

Nice to have:

  • Builds strong, trusted relationships quickly, using credibility and empathy to work effectively with senior stakeholders and delivery teams
  • Brings clarity and momentum to complex situations, able to prioritise what matters most and drive progress without overcomplication
  • Comfortable holding others to account while maintaining positive, constructive working relationships
  • Demonstrates sound judgement and calm decision-making when managing competing demands, risks and escalations
  • Takes a customer-focused approach, balancing service consistency with flexibility to meet differing stakeholder needs
  • Naturally collaborative, seeking input and diverse perspectives while remaining decisive
  • Proactive and improvement-minded, spotting opportunities to strengthen governance, performance and ways of working
  • Resilient and adaptable, maintaining effectiveness and focus in a fast-paced, evolving environment
What we offer:
  • Flexible working with a range of options
  • Generous holiday allowance, plus you can buy more
  • Annual bonus opportunity
  • Competitive pension contribution
  • Save as you earn - with an opportunity to buy ITV shares
  • Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life

Additional Information:

Job Posted:
February 16, 2026

Expiration:
March 01, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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