Client Delivery Manager Client Delivery · London ·

Finova is the UK’s largest financial services technology provider, supporting one in every five mortgages nationwide. Our agile, cloud-native solutions enable over 60 banks, building societies, specialist lenders, equity release providers and a network of 2,400+ brokers to stay ahead in a competitive market. Built on open architecture and backed by deep industry expertise, our platform is designed to scale. Each year, we process over £50 billion in loans, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts. Be part of a team that’s driving innovation, enabling growth and shaping the future of UK lending.

As a Customer Delivery Manager, you will sit at the intersection of delivery excellence, customer success, and commercial outcomes. Reporting directly to the Implementation Director, you will join our dynamic delivery team and own the end-to-end lifecycle and ongoing success of a portfolio of key clients. Your core purpose is to ensure that implementations, enhancements, and in-life services are delivered flawlessly while building strong, trusted partnerships. This is a hybrid, London-based role, requiring occasional travel to client sites and Finova offices across the UK.

You are a client-facing delivery professional with a background working for a software vendor or enterprise SaaS organization—ideally within financial services or banking. You balance structure with pragmatism and are comfortable operating in complex, fast-moving environments.

• Industry Expertise: Proven experience delivering complex, end-to-end software implementations within financial services; mortgage industry experience is highly desirable.
• SaaS & Delivery Governance: Strong understanding of SaaS/enterprise platforms, modern delivery models, and robust governance frameworks.
• Stakeholder Management: Confident managing a portfolio of customer accounts and building trusted, C-suite/executive-level relationships.
• Methodology Flex: A strong grasp of both Agile and Waterfall delivery approaches, including planning, tracking, and reporting.
• Commercial Acumen: Commercial awareness with practical experience supporting upsell, cross-sell, or renewal opportunities in partnership with sales teams.
• Communication & Influence: Excellent presentation skills with the ability to set expectations, provide clear direction, and constructively challenge senior stakeholders.
• Adaptability: Proven capability to work independently, manage competing priorities, and successfully engage with customers of varying sizes and delivery maturity levels.

• Account Ownership: Own the end-to-end delivery lifecycle for a portfolio of customer engagements, from initial onboarding and implementation through to in-life delivery.
• Client Partnership: Act as the primary point of contact for your clients, establishing clear ways of working and promoting a "one-team" mindset between Finova and the customer.
• Cross-Functional Leadership: Lead internal cross-functional teams to define comprehensive delivery plans, timelines, costs, and estimates.
• Governance & Reporting: Set up and maintain robust delivery governance and risk management frameworks, providing clear, accurate progress reporting to clients and internal leadership.
• Customer Advocacy & Excellence: Act as the internal voice of the customer, ensuring delivery teams remain focused on service excellence to drive customer satisfaction and NPS.
• Growth & Strategy: Identify commercial opportunities for upsell, cross-sell, and renewals, while aligning client roadmaps with Finova’s product strategy to deliver mutual value.
• Continuous Improvement: Support accurate invoicing and financial governance across your portfolio, while contributing to the evolution of Finova's internal delivery processes, tools, and training.

• Hybrid working: We operate on a hybrid model that is primarily office-based, requiring three days in the office each week, with the flexibility to work remotely for the remainder.
• Private medical insurance: Comprehensive health cover, with the option to add your family to your plan, because your well-being matters to us.
• Life assurance & income protection: We provide life assurance and income protection to give you peace of mind for the future.
• Family friendly policies: Our enhanced family-friendly policy goes beyond maternity and paternity leave, offering paid time off for when plans change or alternative paths to parenthood are needed.
• Work from anywhere: Some thrive in the office, others at home — and many do best with choice. With approval, Finova employees can work abroad for up to 4 weeks each year.
• Flexible holiday package: Enjoy 25 days paid holiday allowance, plus all public holidays. And, you can rebook any public holidays for a day that aligns with your personal beliefs or celebration calendar. We also offer holiday trading allowing you to purchase or sell your holiday allowance.
• Company pension scheme: With salary exchange, you save on tax and can build a secure future.
• Employee assistance programme: We understand that mental health is just as important as physical health. Access to a 24/7 confidential counselling helpline ensures you have support when you need it.
• Electric car scheme: Get a brand-new electric vehicle with salary sacrifice as a benefit, paid for through your gross monthly pay, saving on Income Tax and National Insurance.
• Health cash plan: Our Health Cash Plan empowers you to prioritise your wellbeing by providing effortless reimbursement for everyday healthcare costs, from dental and optical visits to physiotherapy.
• Gym discounts: Achieve your fitness goals for less with GymFlex, which offers significant savings on annual memberships at over 3,000 gyms and leisure centers nationwide.
• Perks that matter: We fuel your day with a fully stocked pantry of fresh fruit and snacks and keep the team spirit high with weekly socials and events.

We value diversity and are committed to creating an inclusive environment for all employees. If you’re passionate about this role but don’t meet all the criteria, please reach out, we’d love to discuss how your skills and experiences align with our needs.