Head of Service Delivery

Posted Oct 19

Is this role for you? 🤔

We are looking for a results-driven Head of Service Delivery to join our management team and take ownership of the overall service delivery strategy at Grantify. This role is crucial in ensuring we provide our clients with the best experience and service quality while driving continuous improvements across our operations.

We’re proud to say we believe we have a world-class service approach. As a result of our grant application support and expertise, more businesses win vital grant funding in the UK and the US year after year. With a strong track record and consistently excellent TrustPilot reviews, combined with being in the UK’s top 100 fastest-growing companies for 2024 (number 46 this year), our team is one of the best in the industry at delivering value to clients.

But we’re hungry. We want to serve an ever-increasing number of clients while maintaining the same top-tier service level. Our ambition is to become the global platform for innovators, driving impact on a global scale. We believe this mission is achievable since we have grown 100% yearly to date.

We need someone who can run a multifaceted, technically deep Customer Success function. Someone who will learn and understand enough of what we do to be deeply knowledgeable but who knows how to deliver something like this at large scales as we grow. Someone who knows why what we do for our clients is awesome and knows how to create structures, processes and systems that enable us to continue doing it for too many more people than we do today.

We need someone who has seen growth in a similar business before. Someone who feels excited by our future journey and has been involved in a few failures and a couple of successes, which means they have an idea of what we need.

You don’t need to have been the number 1 lead in a function like this, but you will have been close enough to the person that was to have seen the journey in detail, and more importantly, you’ll be hungry to take the helm and grow a truly formidable world-class function. One that serves thousands of clients annually across multiple geographies in a way that really is a positive force for good in the world.

The role in a nutshell 🌰

Reporting to the COO and acting as a key member of the global leadership team, you will be responsible for overseeing all aspects of Service Delivery for our Grants service in the UK and the US.

You will head up the Service Delivery management team, line managing our Principal Funding Consultant, Principal Platform Consultant, Service Delivery Lead, Resource Planning Lead, and Grant-Winning Expert.

You will lead this team in their efforts to deliver high-quality service levels to ever-increasing clients globally and be the key owner, driver and champion of our cross-functional pods operating structures.

Your responsibilities will be 📝

To lead and oversee the entire Service Delivery function, ensuring that all processes align with the company’s goals and objectives.
To manage, mentor, and develop the Service Delivery team to drive performance and accountability.
To ensure the smooth and effective execution of client services, maintaining a high standard of quality and timeliness.
To implement and refine processes to improve efficiency, productivity, and scalability as Grantify expands in the UK and the US.
To work closely with the COO on designing and executing service delivery strategies for future growth.
To take ownership of service delivery tools and systems, driving improvement and efficiency as we scale.
To manage resources and capacity planning, ensuring the right tools and systems are in place to support growth.
To oversee, own, and report on service delivery KPIs, including:

Number of applications submitted
Client velocity targets
Client health scores
Client response time SLAs
Refund totals and service delivery gross margin

After 1 year, you will have achieved success in this role if you 1️⃣

Have overseen the delivery of our services to double the number of clients for a wider range of grants than ever before.
Maintained ‘health’ KPIs (such as client health scores, refunds, etc.).
Be a recognised force for good and a key, trusted member of the global leadership team.
When they talk about you in your absence, have everyone say how much you raised the bar in your time here.
Have delivered at least two initiates to impact our gross margin in Service Delivery positively.
Have been a key part of the principal members of our Service Delivery Management team becoming industry-recognised experts in their own right.
Maintained high levels of engagement in our teams the entire time.
Be known as someone who practices compassionate but direct communication.
Be seen as the kind of person who takes ideas and strategies on a global zoomed-out level and can make them happen on a day-to-day zoomed-in level.

Who You Are (to be tested at interview, and must-haves) 👤

You have a demonstrable track record of focusing on work that delivers impact, not just activity.
You possess expert-level communication skills, both written and verbal, and can effectively articulate ideas and influence others at all levels.
You can demonstrate you have built systems that manage high volumes of clients across multiple geographies, maintaining high standards of service quality, and are able to talk about your experience doing so in detail.
You are experienced in developing and coaching leaders and managers, helping them grow and succeed, and can provide contactable references for the people you have developed.
You've learned valuable lessons from being part of a fast-growing company and can share examples of both successes and failures, especially in operational delivery in a Customer Success or Service Delivery function, and you can speak at length about those lessons and their impact on your professional growth.
You are comfortable discussing the challenges of managing service delivery across different regions, particularly the UK and the US in detail.
You have a clear opinion on our services and can articulate it based on your research and understanding of Grantify.

The things it would be nice for you to have (please apply for the role even if you do not) 🙏

Familiarity with the UK and/or US grant application and winning process.
Knowledge of Grantify and what we do.
Experience as the Head of Department for a Customer Success function in a consultancy or SaaS product business.

Perks & Benefits (UK)

💸 Competitive Compensation: A competitive salary that will be disclosed with you at the very first stage of our process.

🌞 Generous Leave Allowance: 25 days annual leave + bank holidays.

🩺 Health and Wellbeing: Private medical insurance for your well-being.

💻 Work from Home Support: £1500 setup budget for a comfortable and efficient workspace.

🎉 Social Connectivity: Quarterly socials for camaraderie and shared experiences. We run a company-wide social. Last year we all went to Barcelona 😎 This year, it was Rome! 🍕

🤱 Enhanced Parental Leave: Support during significant life moments.

About Grantify

We are a dynamic generative AI start-up that has rapidly grown from a 2-person founding team to a vibrant workforce of over 100, with a strategic expansion into the US market. On average, over the past three years, Grantify has doubled in size annually, earning recognition as the 46th fastest-growing company in the UK for 2024.

Our unique AI grant writing platform has successfully raised over $150 million for start-ups, helping businesses across various industries secure substantial government funding, reaching up to seven figures. We simplify the complex landscape of government grants and funding opportunities, enabling technology enterprises to access funds eight times faster than the industry average. We are proud of our 4.8 rating on TrustPilot, reflecting our commitment to exceptional service and results.

Looking ahead, we have ambitious plans to raise $1 billion in funding and become the number one funding launchpad globally. Join us on this exciting journey and be a part of our innovative team shaping the future of funding opportunities.

Hiring Process

Screening call with our Talent Acquisition Manager (30mins)
Interview with our COO and Head of People (60mins)
Interview with our COO and CDO (60mins)
Lunch with the Service Delivery Management Team

Our Commitment to Diversity

At Grantify, we believe in fostering an inclusive environment where diversity is celebrated. We encourage applications from people of all backgrounds and are committed to building a team that reflects a variety of perspectives and skills.

Ready to make an impact? Apply today and help us shape the future of funding opportunities!