Head of Service Delivery

Reporting to the Chief Operations Officer

• Are you curious, excited by experimentation and always looking to innovate?
• Do you want to work in embedded payments where you can keep learning and developing whilst getting hands-on experience?
• Do you want to have the opportunity to play an important role in a rapidly growing and exciting Fintech business?

If so, we would love to connect and collaborate!

We want to hire ambitious, and value-adding talent into Modulr, one of the fastest growing payments businesses in the UK, US and Europe. Modulr is experiencing significant growth, and in this role you will work in a cross-functional team who are asked to solve a problem, rather than be handed a task to do. This is an excellent opportunity to work in a high-growth environment with a fast-paced and collaborative culture where you will have great opportunities to work on challenging problems.

About us

At Modulr, our vision is a world where all businesses are powered by embedded payments. Modulr enables businesses, from SMEs to Enterprise, initially across the UK and Europe to efficiently pay-in, collect and disburse funds instantly via a range of payment schemes, accounts, and card products.

We have created an industry-leading API platform with comprehensive online tools and access, to meet the demands of daily business payments. We have two routes to market. Our Core Business Payments product allows customers in any sector to connect to us and our expanding network of accounting and payroll platforms, including Sage, Xero, BrightPay and IRIS to automate payments. Our Vertical Solutions targets a growing range of industry verticals which directly connect their IT platforms to our APIs and webhooks. We solve complex payment problems forhundreds of clients in a range of industries, including Travel, Lending, Wage Advance, and Investment & Wealth.

We are deeply integrated into the payment eco-system. In the UK, we are direct participants of Faster Payments and Bacs. Modulr hold settlement accounts at the Bank of England. Our payment network connectivity includes CHAPS, Open Banking, SEPA, SWIFT and account issuance in multiple currencies. We are principal issuing members of Visa and Mastercard schemes across UK and Europe.

Our regulatory permissions and governance structure are the foundations of our business. We are regulated and supervised as an Authorised Electronic Money Institution (AEMI) in the UK by the Financial Conduct Authority and in the Netherlands by De Nederlandsche Bank.

Modulr now has over 400 employees spread globally across offices in London, Edinburgh, Amsterdam, and Mumbai.

Modulr values

• Building the extraordinary; going that extra mile.
• Owning the opportunity; be passionate and proud of the time you invest.
• Move at pace; reach goals faster whilst supported on your career journey.
• Achieve it together, working collaboratively and being a Modulite.

Summary

As Head of Service Delivery, you will be responsible for ensuring the smooth and efficient operation of our payment platforms, driving service excellence, and maintaining high levels of customer satisfaction. You will lead a team of service delivery professionals, collaborating closely with product, operations, and technology teams to enhance service performance and reliability.

Key Responsibilities

• Develop and implement a comprehensive service delivery strategy to ensure operational excellence in payments processing.
• Lead and manage service delivery teams , ensuring clear objectives, professional development, and high performance.
• Oversee the end-to-end payment operations , ensuring adherence to SLAs, security protocols, and regulatory requirements.
• Drive continuous improvement initiatives , optimizing processes and enhancing service quality.
• Act as a key point of escalation for service-related issues, ensuring timely resolution and minimal disruption.
• Foster strong relationships with internal stakeholders, clients, and partners , ensuring alignment of service delivery with business needs.
• Implement metrics and reporting frameworks to track service performance and customer satisfaction.
• Ensure compliance with financial regulations, data security standards, and risk management best practices .
• Lead incident management and ensure swift response to operational challenges affecting payments processing.

Required Skills & Experience

• Proven experience in a senior service delivery role within financial technology or payments .
• Strong understanding of payment systems, transaction processing, and regulatory frameworks .
• Demonstrated ability to manage complex operations , drive efficiency, and improve service levels.
• Experience in leading teams, managing vendors, and collaborating with technical and business stakeholders .
• Excellent problem-solving, communication, and leadership skills .
• Ability to work in a fast-paced, high-growth environment , making data-driven decisions to enhance service delivery.

What can Modulr offer you

You will be part of a cross disciplinary team(s), with co-workers located in Edinburgh, London, Amsterdam, and India. We are friendly and sociable, challenging but rewarding. We want you to push yourself and for us to support you in your future as we scale up and grow.

• Share Options Incentive Scheme.
• Company Bonus – the more successful we are together, the greater the reward.
• Flexible benefits – £1000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs. Including Private medical insurance, gym membership, health checks etc.
• Perkbox – enjoy freebies and discounts on many other products and services.
• 33 days holiday (including bank holidays) & your birthday off – choose which days you take off to relax and/or spend time with loved ones.
• Learning Opportunities – on joining Modulr you will embark on our 2-day onboarding programme, called ModStart, to be equipped with the Modulr know-how and arm you with the tools you need to be successful from day 1! But we do not want your learning to stop there so we will continue to provide you with the tools and capabilities through our learning channels and platforms.
• Modulr hands-on – join your colleaguesfor our company wide events throughout the year.
• Great workspace – Modulr thrives on innovation which is best done through in-person collaboration. This approach enables us to work together closely, exchange ideas, and create innovative solutions that drive our success. We ask our team members to be based in the office 4 or more days a week. We have state of the art offices located in Exchange Crescent Edinburgh, Scale Space in London, and WeWork in Amsterdam.
• Bike to work / E-bike scheme.

ModInclusion

At Modulr, we are working hard to build a more positive diverse and inclusive culture that helps everyone to feel they belong and can truly bring their whole self to work. Not only is it the right thing to do for everyone in the Modulr team, it’s also the right thing to do for our business, the community we operate in and attracting future talent. As part of our approach, we actively welcome applications from candidates with diverse backgrounds.

By submitting your CV you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview, or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing – but please note that this means we will no longer consider you for the role you have applied for.

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At Modulr, we have ambitious goals and an exciting future ahead of us. As we continue to grow and ‘Move at Pace’, we’re clear that collaborating in person enables us to \’Achieve it Together\’, far more than we can as individual contributors working separately. Our \’Office-first\’ approach to working ensures we are together in the office a minimum of 4 days a week. This ensures we have the opportunity to communicate in person and really get to know each other, maximise collaboration and build our growing community. Are you comfortable with this approach? * Select…

As part of the recruitment process, candidates are advised that pre employment checks (PECs) shall be undertaken in order to secure a position with any of the Modulr Group entities.Every offer of employment will be subject to the satisfactory completion of various PECs. These checks may include, but are not limited to:Asylum & Immigration (Right to Work) check, financial checks/ credit check, basic level criminal history check, 5-year employment history check, adverse/ Negative media check, sanctions screening, qualifications & education checks.Please confirm you are happy to proceed on this basis? * Select…

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