Lendscape is a leading technology provider to the global secured finance market. We're dedicated to helping financial institutions unlock cash flow and deliver exceptional lending experiences for their SME customers through innovative technology. Our software underpins the secured lending operations of over 130 banks and finance providers across the globe. Headquartered in London, with regional offices in California and Singapore, Lendscape is home to a team of over 180 talented professionals. Your Opportunity to Shape Customer Success Through Scalable Delivery! Are you a senior delivery leader who thrives on building high-performing teams, optimising onboarding processes, and ensuring seamless software implementations? We're looking for a Delivery Director to lead our onboarding and implementation function, delivering excellence at scale for new customers across the Lendscape platform. In this role, you'll oversee a department of 25+ professionals and be responsible for driving successful, repeatable, and high-quality customer onboarding. You'll work cross functionally with Product, Sales, Engineering, and Customer Operations to deliver predictable and efficient outcomes, all while building strong relationships with high value customers. Requirements Main Function The Delivery Director is accountable for leading the onboarding of new customers across Lendscape's platform and products. You will shape our delivery strategy, refine implementation frameworks, and ensure the department is set up to scale efficiently as we grow. With a focus on operational excellence, customer satisfaction, and strategic enablement, you'll lead a team of Engagement Managers, Consultants, and Methodology experts to deliver outstanding results. Responsibilities & Duties Leadership & Team Development Build, lead, and mentor a department of Engagement Managers, Consultants, and Specialists Develop managers into strong leaders who own their areas of delivery and performance Champion a culture of accountability, innovation, and continuous improvement Ensure your team has the expertise and training to deliver high quality onboarding Onboarding & Delivery Excellence Lead end-to-end delivery of onboarding projects to time, budget, and quality Standardise delivery methodology and promote scalable, repeatable implementation practices Oversee project governance, tools, and frameworks to ensure predictability and customer satisfaction Collaborate cross functionally with Engineering, Product, and Sales to balance delivery capacity with business demand Customer & Stakeholder Engagement Build trusted relationships with key customers during the onboarding phase Shape onboarding proposals and scope in partnership with Sales Act as an escalation point for customer challenges during implementation Monitor NPS and satisfaction to ensure long term value and engagement Operational & Strategic Impact Define and track KPIs to measure onboarding success, resource utilisation, and delivery efficiency Implement process improvements to support business growth without proportional headcount increases Lead budget oversight and ensure commercial performance (e.g. chargeability) across projects Collaborate with senior leadership to ensure alignment with broader business objectives Skills And Competencies Strong leadership and people management skills Strategic thinking to align delivery outcomes with business goals High level customer engagement and stakeholder management experience Expertise in software implementation, project governance, and delivery tooling Data driven mindset, with an ability to define and act on key performance metrics Ability to lead cross functional collaboration and influence across teams Excellent communication, negotiation, and problem solving skills Experience And Knowledge Proven experience leading onboarding or implementation teams in B2B SaaS or fintech environments Expertise in software delivery frameworks, enterprise integration, and professional services Strong background in project/program management and change leadership Experience managing budgets, chargeability, and scalable delivery operations Familiarity with financial services is a plus Benefits Pension with Scottish Widows: 9% total (5% employee, 4% employer) Life assurance with Aviva Private medical insurance with Vitality Bupa health cash plan Employee Assistance Programme via Unum Discounted corporate gym membership at Virgin Active Access to Udemy for Business for learning and development Cycle to Work scheme Free financial and pension advice Free eye test and VDU glasses voucher through Specsavers Up to 5 paid volunteering days per year Our culture We are very proud of our culture and our way of working. Below are our shared values and behaviours that make up our work environment and our day-to-day experience at Lendscape. Achieve great things, together: We are supportive and empathetic, always available to lend a hand when needed. Go above and beyond for customers: We are customer centric and give 100% to deliver exceptional outcomes. Embrace every opportunity: We're inspired by opportunities to sustainably grow ourselves, Lendscape and our customers. Rise to the challenge: We are self motivated, empowered with flexibility and autonomy to work in our best way. What To Expect We appreciate you taking the time to apply to this role with us, and we are committed to making your journey with us as positive as possible. Interviews are a team effort and we're keen to address any queries you may have and to determine if you equally feel if we are the right choice for your career. Lendscape is for everyone Lendscape is passionate about ensuring that we remain a top performing business and a fantastic place to work - a place where everyone is comfortable to work. We're a business that values equal opportunities for all and we celebrate the unique and diverse backgrounds and experiences of each individual. We look forward to connecting with you.
Jun 14, 2025
Full time
Lendscape is a leading technology provider to the global secured finance market. We're dedicated to helping financial institutions unlock cash flow and deliver exceptional lending experiences for their SME customers through innovative technology. Our software underpins the secured lending operations of over 130 banks and finance providers across the globe. Headquartered in London, with regional offices in California and Singapore, Lendscape is home to a team of over 180 talented professionals. Your Opportunity to Shape Customer Success Through Scalable Delivery! Are you a senior delivery leader who thrives on building high-performing teams, optimising onboarding processes, and ensuring seamless software implementations? We're looking for a Delivery Director to lead our onboarding and implementation function, delivering excellence at scale for new customers across the Lendscape platform. In this role, you'll oversee a department of 25+ professionals and be responsible for driving successful, repeatable, and high-quality customer onboarding. You'll work cross functionally with Product, Sales, Engineering, and Customer Operations to deliver predictable and efficient outcomes, all while building strong relationships with high value customers. Requirements Main Function The Delivery Director is accountable for leading the onboarding of new customers across Lendscape's platform and products. You will shape our delivery strategy, refine implementation frameworks, and ensure the department is set up to scale efficiently as we grow. With a focus on operational excellence, customer satisfaction, and strategic enablement, you'll lead a team of Engagement Managers, Consultants, and Methodology experts to deliver outstanding results. Responsibilities & Duties Leadership & Team Development Build, lead, and mentor a department of Engagement Managers, Consultants, and Specialists Develop managers into strong leaders who own their areas of delivery and performance Champion a culture of accountability, innovation, and continuous improvement Ensure your team has the expertise and training to deliver high quality onboarding Onboarding & Delivery Excellence Lead end-to-end delivery of onboarding projects to time, budget, and quality Standardise delivery methodology and promote scalable, repeatable implementation practices Oversee project governance, tools, and frameworks to ensure predictability and customer satisfaction Collaborate cross functionally with Engineering, Product, and Sales to balance delivery capacity with business demand Customer & Stakeholder Engagement Build trusted relationships with key customers during the onboarding phase Shape onboarding proposals and scope in partnership with Sales Act as an escalation point for customer challenges during implementation Monitor NPS and satisfaction to ensure long term value and engagement Operational & Strategic Impact Define and track KPIs to measure onboarding success, resource utilisation, and delivery efficiency Implement process improvements to support business growth without proportional headcount increases Lead budget oversight and ensure commercial performance (e.g. chargeability) across projects Collaborate with senior leadership to ensure alignment with broader business objectives Skills And Competencies Strong leadership and people management skills Strategic thinking to align delivery outcomes with business goals High level customer engagement and stakeholder management experience Expertise in software implementation, project governance, and delivery tooling Data driven mindset, with an ability to define and act on key performance metrics Ability to lead cross functional collaboration and influence across teams Excellent communication, negotiation, and problem solving skills Experience And Knowledge Proven experience leading onboarding or implementation teams in B2B SaaS or fintech environments Expertise in software delivery frameworks, enterprise integration, and professional services Strong background in project/program management and change leadership Experience managing budgets, chargeability, and scalable delivery operations Familiarity with financial services is a plus Benefits Pension with Scottish Widows: 9% total (5% employee, 4% employer) Life assurance with Aviva Private medical insurance with Vitality Bupa health cash plan Employee Assistance Programme via Unum Discounted corporate gym membership at Virgin Active Access to Udemy for Business for learning and development Cycle to Work scheme Free financial and pension advice Free eye test and VDU glasses voucher through Specsavers Up to 5 paid volunteering days per year Our culture We are very proud of our culture and our way of working. Below are our shared values and behaviours that make up our work environment and our day-to-day experience at Lendscape. Achieve great things, together: We are supportive and empathetic, always available to lend a hand when needed. Go above and beyond for customers: We are customer centric and give 100% to deliver exceptional outcomes. Embrace every opportunity: We're inspired by opportunities to sustainably grow ourselves, Lendscape and our customers. Rise to the challenge: We are self motivated, empowered with flexibility and autonomy to work in our best way. What To Expect We appreciate you taking the time to apply to this role with us, and we are committed to making your journey with us as positive as possible. Interviews are a team effort and we're keen to address any queries you may have and to determine if you equally feel if we are the right choice for your career. Lendscape is for everyone Lendscape is passionate about ensuring that we remain a top performing business and a fantastic place to work - a place where everyone is comfortable to work. We're a business that values equal opportunities for all and we celebrate the unique and diverse backgrounds and experiences of each individual. We look forward to connecting with you.
Lendscape is a leading technology provider to the global secured finance market. We're dedicated to helping financial institutions unlock cash flow and deliver exceptional lending experiences for their SME customers through innovative technology. Our software underpins the secured lending operations of over 130 banks and finance providers across the globe. Headquartered in London, with regional offices in California and Singapore, Lendscape is home to a team of over 180 talented professionals. Your Opportunity to Champion Customer Success and Drive Operational Excellence! Are you a senior operational leader who thrives on creating seamless customer experiences, leading high performing teams, and ensuring technical excellence? We're looking for a Customer Operations Director to join our leadership team and shape the post-onboarding customer journey. In this pivotal role, you'll oversee Service Delivery, Support Analysts, and customer facing technical teams. From managing incidents and software upgrades to driving cross functional collaboration, your impact will be felt across the organisation. If you're passionate about improving service quality, fostering customer trust, and enhancing product stability, we want to hear from you. Requirements Main Function The Customer Operations Director leads the post onboarding experience for our customers. Responsible for platform stability, customer satisfaction, and operational performance, this role oversees incident management, bug resolution, and upgrade delivery. You will also manage Reporting and Technical Consultancy teams, supporting both live and onboarding projects. Working closely with Engineering, Product, Delivery, and Sales, you'll ensure customers receive high quality, consistent service and value from our platform. Responsibilities & Duties Incident & Issue Resolution Oversee a high performing support function and drive continuous improvement Ensure SLAs are met and service is restored swiftly with minimal disruption Implement intelligent monitoring, analytics, and proactive incident prevention Lead effective root cause analysis and manage problem resolution processes Software Upgrades & Release Management Own planning and execution of all customer software upgrades Work cross functionally with Engineering and Product to coordinate releases Ensure customer communication is timely and effective throughout the upgrade process Track post upgrade stability and resolve any issues quickly Operational Leadership Lead and grow a team of Support Analysts, Service Delivery Managers, and technical consultants Establish best-in-class customer support frameworks and metrics Champion operational excellence across customer touchpoints Customer Relationship & Communication Act as an escalation point for high priority accounts and issues Implement a customer governance framework to track and manage feedback Support a best-in-class support portal and knowledge base experience Own and advocate for the voice of the customer internally Cross-Functional Collaboration Align closely with Product to address customer pain points and shape future roadmap Partner with Engineering to prioritise bugs, tech debt, and critical fixes Work with Sales and Delivery to ensure a smooth transition from implementation to support Promote product led thinking and encourage customer adoption of best practice Skills And Competencies Proven leadership in customer operations, technical support, or SaaS service delivery Strong experience with SLA management, service frameworks (e.g., ITSM), and reporting Exceptional incident management and release coordination experience Ability to influence across Product, Engineering, Sales, and Customer teams Strong communicator with a data driven and solutions oriented mindset Skilled in leading technical teams and working collaboratively across departments Experience And Knowledge Experience in a senior leadership role within enterprise software or SaaS Track record of managing support operations, release cycles, and customer success strategies Familiarity with customer governance models and proactive incident frameworks Passion for customer outcomes and service innovation Comfortable engaging with senior customer stakeholders and high value accounts Benefits Pension with Scottish Widows: 9% total (5% employee, 4% employer) Life assurance with Aviva Private medical insurance with Vitality Bupa health cash plan Employee Assistance Programme via Unum Discounted corporate gym membership at Virgin Active Access to Udemy for Business for learning and development Cycle to Work scheme Free financial and pension advice Free eye test and VDU glasses voucher through Specsavers Up to 5 paid volunteering days per year Our culture We are very proud of our culture and our way of working. Below are our shared values and behaviours that make up our work environment and our day-to-day experience at Lendscape. Achieve great things, together: We are supportive and empathetic, always available to lend a hand when needed. Go above and beyond for customers: We are customer centric and give 100% to deliver exceptional outcomes. Embrace every opportunity: We're inspired by opportunities to sustainably grow ourselves, Lendscape and our customers. Rise to the challenge: We are self-motivated, empowered with flexibility and autonomy to work in our best way. What To Expect We appreciate you taking the time to apply to this role with us, and we are committed to making your journey with us as positive as possible. Interviews are a team effort and we're keen to address any queries you may have and to determine if you equally feel if we are the right choice for your career. Lendscape is for everyone Lendscape is passionate about ensuring that we remain a top performing business and a fantastic place to work - a place where everyone is comfortable to work. We're a business that values equal opportunities for all and we celebrate the unique and diverse backgrounds and experiences of each individual. We look forward to connecting with you.
Jun 14, 2025
Full time
Lendscape is a leading technology provider to the global secured finance market. We're dedicated to helping financial institutions unlock cash flow and deliver exceptional lending experiences for their SME customers through innovative technology. Our software underpins the secured lending operations of over 130 banks and finance providers across the globe. Headquartered in London, with regional offices in California and Singapore, Lendscape is home to a team of over 180 talented professionals. Your Opportunity to Champion Customer Success and Drive Operational Excellence! Are you a senior operational leader who thrives on creating seamless customer experiences, leading high performing teams, and ensuring technical excellence? We're looking for a Customer Operations Director to join our leadership team and shape the post-onboarding customer journey. In this pivotal role, you'll oversee Service Delivery, Support Analysts, and customer facing technical teams. From managing incidents and software upgrades to driving cross functional collaboration, your impact will be felt across the organisation. If you're passionate about improving service quality, fostering customer trust, and enhancing product stability, we want to hear from you. Requirements Main Function The Customer Operations Director leads the post onboarding experience for our customers. Responsible for platform stability, customer satisfaction, and operational performance, this role oversees incident management, bug resolution, and upgrade delivery. You will also manage Reporting and Technical Consultancy teams, supporting both live and onboarding projects. Working closely with Engineering, Product, Delivery, and Sales, you'll ensure customers receive high quality, consistent service and value from our platform. Responsibilities & Duties Incident & Issue Resolution Oversee a high performing support function and drive continuous improvement Ensure SLAs are met and service is restored swiftly with minimal disruption Implement intelligent monitoring, analytics, and proactive incident prevention Lead effective root cause analysis and manage problem resolution processes Software Upgrades & Release Management Own planning and execution of all customer software upgrades Work cross functionally with Engineering and Product to coordinate releases Ensure customer communication is timely and effective throughout the upgrade process Track post upgrade stability and resolve any issues quickly Operational Leadership Lead and grow a team of Support Analysts, Service Delivery Managers, and technical consultants Establish best-in-class customer support frameworks and metrics Champion operational excellence across customer touchpoints Customer Relationship & Communication Act as an escalation point for high priority accounts and issues Implement a customer governance framework to track and manage feedback Support a best-in-class support portal and knowledge base experience Own and advocate for the voice of the customer internally Cross-Functional Collaboration Align closely with Product to address customer pain points and shape future roadmap Partner with Engineering to prioritise bugs, tech debt, and critical fixes Work with Sales and Delivery to ensure a smooth transition from implementation to support Promote product led thinking and encourage customer adoption of best practice Skills And Competencies Proven leadership in customer operations, technical support, or SaaS service delivery Strong experience with SLA management, service frameworks (e.g., ITSM), and reporting Exceptional incident management and release coordination experience Ability to influence across Product, Engineering, Sales, and Customer teams Strong communicator with a data driven and solutions oriented mindset Skilled in leading technical teams and working collaboratively across departments Experience And Knowledge Experience in a senior leadership role within enterprise software or SaaS Track record of managing support operations, release cycles, and customer success strategies Familiarity with customer governance models and proactive incident frameworks Passion for customer outcomes and service innovation Comfortable engaging with senior customer stakeholders and high value accounts Benefits Pension with Scottish Widows: 9% total (5% employee, 4% employer) Life assurance with Aviva Private medical insurance with Vitality Bupa health cash plan Employee Assistance Programme via Unum Discounted corporate gym membership at Virgin Active Access to Udemy for Business for learning and development Cycle to Work scheme Free financial and pension advice Free eye test and VDU glasses voucher through Specsavers Up to 5 paid volunteering days per year Our culture We are very proud of our culture and our way of working. Below are our shared values and behaviours that make up our work environment and our day-to-day experience at Lendscape. Achieve great things, together: We are supportive and empathetic, always available to lend a hand when needed. Go above and beyond for customers: We are customer centric and give 100% to deliver exceptional outcomes. Embrace every opportunity: We're inspired by opportunities to sustainably grow ourselves, Lendscape and our customers. Rise to the challenge: We are self-motivated, empowered with flexibility and autonomy to work in our best way. What To Expect We appreciate you taking the time to apply to this role with us, and we are committed to making your journey with us as positive as possible. Interviews are a team effort and we're keen to address any queries you may have and to determine if you equally feel if we are the right choice for your career. Lendscape is for everyone Lendscape is passionate about ensuring that we remain a top performing business and a fantastic place to work - a place where everyone is comfortable to work. We're a business that values equal opportunities for all and we celebrate the unique and diverse backgrounds and experiences of each individual. We look forward to connecting with you.
About Lendscape For 50 years, we have been helping our clients deliver better business financing. Today, our products and services are used by over 130 banks and finance providers across 50 countries. Our flexible end-to-end platform offers them everything they need to provide an extensive range of financing products, smoothly and securely. From institutional lenders to SME specialists, our software gives our clients the agility to create new and innovative finance products that help their customers thrive. We continue to grow and evolve, building on our heritage while keeping pace with the changing demands of the financial software sector. The role In this newly created role you will be a key member of both the Executive Team and the Senior Management Team, reporting directly to the CEO. You will be accountable for our technology vision, strategy and execution, working closely with our Head of Engineering & Head of Technical services in leading our Software Engineering & Application management teams (currently c 100 colleagues with the goal to be 130 colleagues within 12 months). What you'll be doing Create and foster an environment conducive to innovation, high productivity, and high quality Lead the definition of our technology direction in collaboration with the technical talent within Lendscape Support the Product Team in its development of the product roadmap with definition and understanding of technology items and general technical input Provide technical leadership that improves the functionality, reliability, scalability, and security of the company s software products Grow and scale the team by recruiting leading technical talent - building regional and international development hubs alongside current London based team Oversee and help to implement all functional areas of technology including software design and development, enterprise architecture, quality assurance and testing, deployment, technical support and systems administration Be accountable for the organisational and software plan required to fulfil our business and technology strategies Drive a software development lifecycle process and culture that ensures the appropriate balance in which quality products are produced in a fast-paced, dynamic environment Ensure sound architectural designs are implemented and advocate for best practices and processes Create a strong internal culture to manage technology projects with accurate time estimates, adherence to deadlines, and strong communication to stakeholders Work in partnership with functional teams, in particular Sales, Product and Customer Success as a technology partner in forwarding business capabilities Balance priorities between R&D investment and chargeable client work, ensuring budgets are achieved Communicate technology strategy to customers, partners and investors About you We are all about colleague growth and development - Previous experience as a CTO is not a prerequisite, we will consider an ambitious and experienced Head/VP of Engineering looking for the step up. Technology Dynamic leader within a high-growth enterprise software organisation Financial software experience a major plus Extensive experience with Java + React + REST APIs + SQL. Experience with AWS + Docker desirable. Experience of frontend design + agile development + RDBMS. Experience with microservice architectures + API management + Spring framework desirable. A Bachelor's or Master's degree in a Computer Science related field is desirable Customers and prospects Expert in presenting technology practices and vision to customers and prospects. Leadership Management experience leading multi-site technology teams in a SaaS or subscription enterprise software business. Ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies. Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams. Able to collaborate across the organization and with external stakeholders Change Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity An ability to travel if needed is desirable. Your reward and benefits Our state of the art offices are moments from the train station in Wimbledon, South West London. Our space offers an eco-friendly, agile workspace for us to collaborate and win together. Colleagues are now coming into the office a minimum of once a week to ensure that our company culture continues to flourish. Annual bonus opportunity Equity potential Pension scheme - 4% company contribution increasing to 5% with length of service 25 days annual leave, increasing by 1 day a year to 30 days Private Medical Cover with option to add family members Health Cash Plan - Claim money back for everyday healthcare needs Travel & life insurance Corporate Gym Membership & Gympass Upto 5 days a year for volunteering, 3 days paid Cycle2work scheme Electric car salary sacrifice scheme
Dec 19, 2022
Full time
About Lendscape For 50 years, we have been helping our clients deliver better business financing. Today, our products and services are used by over 130 banks and finance providers across 50 countries. Our flexible end-to-end platform offers them everything they need to provide an extensive range of financing products, smoothly and securely. From institutional lenders to SME specialists, our software gives our clients the agility to create new and innovative finance products that help their customers thrive. We continue to grow and evolve, building on our heritage while keeping pace with the changing demands of the financial software sector. The role In this newly created role you will be a key member of both the Executive Team and the Senior Management Team, reporting directly to the CEO. You will be accountable for our technology vision, strategy and execution, working closely with our Head of Engineering & Head of Technical services in leading our Software Engineering & Application management teams (currently c 100 colleagues with the goal to be 130 colleagues within 12 months). What you'll be doing Create and foster an environment conducive to innovation, high productivity, and high quality Lead the definition of our technology direction in collaboration with the technical talent within Lendscape Support the Product Team in its development of the product roadmap with definition and understanding of technology items and general technical input Provide technical leadership that improves the functionality, reliability, scalability, and security of the company s software products Grow and scale the team by recruiting leading technical talent - building regional and international development hubs alongside current London based team Oversee and help to implement all functional areas of technology including software design and development, enterprise architecture, quality assurance and testing, deployment, technical support and systems administration Be accountable for the organisational and software plan required to fulfil our business and technology strategies Drive a software development lifecycle process and culture that ensures the appropriate balance in which quality products are produced in a fast-paced, dynamic environment Ensure sound architectural designs are implemented and advocate for best practices and processes Create a strong internal culture to manage technology projects with accurate time estimates, adherence to deadlines, and strong communication to stakeholders Work in partnership with functional teams, in particular Sales, Product and Customer Success as a technology partner in forwarding business capabilities Balance priorities between R&D investment and chargeable client work, ensuring budgets are achieved Communicate technology strategy to customers, partners and investors About you We are all about colleague growth and development - Previous experience as a CTO is not a prerequisite, we will consider an ambitious and experienced Head/VP of Engineering looking for the step up. Technology Dynamic leader within a high-growth enterprise software organisation Financial software experience a major plus Extensive experience with Java + React + REST APIs + SQL. Experience with AWS + Docker desirable. Experience of frontend design + agile development + RDBMS. Experience with microservice architectures + API management + Spring framework desirable. A Bachelor's or Master's degree in a Computer Science related field is desirable Customers and prospects Expert in presenting technology practices and vision to customers and prospects. Leadership Management experience leading multi-site technology teams in a SaaS or subscription enterprise software business. Ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies. Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams. Able to collaborate across the organization and with external stakeholders Change Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity An ability to travel if needed is desirable. Your reward and benefits Our state of the art offices are moments from the train station in Wimbledon, South West London. Our space offers an eco-friendly, agile workspace for us to collaborate and win together. Colleagues are now coming into the office a minimum of once a week to ensure that our company culture continues to flourish. Annual bonus opportunity Equity potential Pension scheme - 4% company contribution increasing to 5% with length of service 25 days annual leave, increasing by 1 day a year to 30 days Private Medical Cover with option to add family members Health Cash Plan - Claim money back for everyday healthcare needs Travel & life insurance Corporate Gym Membership & Gympass Upto 5 days a year for volunteering, 3 days paid Cycle2work scheme Electric car salary sacrifice scheme