At a Glance
- Tasks: Lead the delivery of member services and drive continuous improvement.
- Company: Join a values-led credit union that prioritises people over profit.
- Benefits: Competitive salary, hybrid working, enhanced leave, and pension scheme.
- Other info: Great Place to Work certified with excellent career development opportunities.
- Why this job: Make a real impact in expanding access to fair financial services.
- Qualifications: Experience in service delivery and strong leadership skills required.
The predicted salary is between 36500 - 36500 £ per year.
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
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.
Service Delivery Manager in Birmingham employer: Serve and Protect Credit Union
Join a forward-thinking credit union that prioritises people over profit, offering a supportive and values-led culture where your contributions truly matter. With opportunities for professional growth, hybrid working arrangements, and a commitment to continuous improvement, you'll thrive in an environment that champions ethical financial services. Our Birmingham office fosters a friendly atmosphere, recognised as a Great Place to Work, making it an ideal setting for those looking to make a meaningful impact.
Contact Details:
Serve and Protect Credit Union Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Manager in Birmingham
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you show that you're not just a fit for the role, but for the team too!
✨Tip Number 3
Practice your responses to common interview questions, especially those related to service delivery and leadership. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our team and making a difference for our members.
We think you need these skills to ace Service Delivery Manager in Birmingham
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in service delivery and leadership. We want to see how your skills align with our mission of delivering exceptional member services.
Showcase Your Passion:Let your enthusiasm for improving member experiences shine through! Share examples of how you've driven continuous improvement and innovation in previous roles, as this is key for us at StudySmarter.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your achievements and experiences are easy to understand and relevant to the role.
Apply Through Our Website:We encourage you to submit your application directly through our website. This way, you’ll ensure it reaches the right people and you can easily track your application status!
How to prepare for a job interview at Serve and Protect Credit Union
✨Know Your Stuff
Before the interview, dive deep into the company’s mission and values. Understand their approach to service delivery and how they prioritise member experience. This will help you align your answers with what they’re looking for.
✨Showcase Your Leadership Skills
Be ready to discuss specific examples of how you've led teams and driven performance in previous roles. Highlight your ability to inspire and develop others, as well as how you’ve tackled complex issues and engaged with senior stakeholders.
✨Emphasise Continuous Improvement
Prepare to talk about your passion for continuous improvement and digital innovation. Share instances where you’ve implemented changes that enhanced service delivery or member experience, and be ready to discuss how you use data to inform decisions.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about their current challenges in service delivery or how they measure success. This shows your genuine interest in the role and helps you gauge if it’s the right fit for you.
