Service Delivery Manager

Zopa

  • London
  • Permanent
  • Full-time
  • 16 hours ago
We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don't like about finance and does the opposite. We're redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre - we've built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at !We're incredibly proud of our achievements and none of it would be possible without the amazing team here. It's not just industry awards we're winning, we've also been named in the top three UK's Most Loved Workplaces.If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you'll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalifeThe Team:At Zopa, our people rely on fast, frictionless, and user-friendly tech to deliver their best work. As Service Delivery Manager, you'll lead the charge in transforming internal IT support from reactive to proactive, from helpful to delightful. This isn't just a role for maintaining SLAs - it's about moving the dial. You'll empower your team to reimagine what “great support” means - faster onboarding, zero-touch provisioning, user-first tooling, and seamless service interactions across every device, app, and workspace. You'll lead a cross-functional team of Helpdesk and Systems specialists, evolve our ITSM practices, and be the face of service quality for Zopians across London, Manchester, and beyond.Why You'll Love It Here:Join a supportive, close-knit team where impact matters more than ego. You'll work across a modern and diverse tech stack, collaborate with everyone from Software Development to InfoSec, and grow through regular development and progression opportunities. Your voice counts - we're big on process improvement and welcome fresh ideas. Success here is measured by real impact: think fast response times, satisfied users, personal goal achievement, and peer recognition across the business.This is a hands-on, in-office role. You'll be based in our London office at least 3 days per week, working directly with Zopians to keep our tech running seamlessly.Your impact:
  • Own the full delivery of internal IT services, from 1st-line support to systems engineering and tooling - driving excellence, reliability, and simplicity.
  • Lead and inspire a team of ~6, including a Helpdesk Team Lead and 2-3 Systems Specialists.
  • Champion user-centricity - redefining how employees experience IT, making tools and support intuitive, transparent, and hassle-free.
  • Drive maturity across the ITIL lifecycle (incident, change, problem, request) with lean processes that put people first.
  • Shape and deliver the roadmap for internal IT tooling and automation - simplifying access, reducing friction, and enabling self-service.
  • Own relationships with key functions - InfoSec, People Ops, Procurement, and Facilities - to ensure service quality and governance.
  • Represent internal IT during major incidents, system changes, and company-wide rollouts - ensuring communication and recovery is smooth and stakeholder-friendly.
  • Run monthly service reviews, reporting on performance, trend analysis, risks, and progress against improvement OKRs.
  • Travel monthly to Manchester to engage with local teams, ensure parity of service experience, and support on-site initiatives.
Your toolkit:
  • Demonstrate success in managing cross-functional IT support and systems teams in a scaling business (ideally 500+ users).
  • Operate confidently across Mac and Windows, endpoint tooling (Jamf, Intune), Office 365, AD/Azure, and AV/workplace tech.
  • Bring deep familiarity with ITIL-aligned practices, including SLA ownership, trend management, and change governance.
  • Use ITSM tooling (e.g. Jira, ServiceNow, Halo) to track, measure, and optimise delivery -and know how to automate where it counts.
  • Think like a service designer: make complex systems feel simple to end users.
  • Use data and feedback to inform roadmap, performance reviews, and team development.
  • Communicate effectively with all stakeholders - from execs to engineers - bringing clarity, empathy, and confidence.
  • Balance hands-on problem-solving with strategic foresight - helping your team execute today and plan for tomorrow
How We'll Measure Success:
  • SLA/OLA consistency and CSAT performance
  • Volume of “effortless” interactions - self-service, automation, first-contact resolution
  • Reduction in recurring issues and system downtime
  • User feedback on onboarding, support experience, and tooling usability
  • Service maturity growth (ITSM, tooling, process documentation)
  • Strategic influence on cross-functional initiatives and system design
  • Own vendor relationships for core internal IT tooling and SaaS platforms - ensuring service quality, value for money, and accountability, while collaborating with the Head of IT on broader supplier strategy
#ON-LI1We're on the move!Towards the end of 2025 Zopa will be relocating to a brand-new headquarters at 20 Water Street in Canary Wharf. The 44,000 square foot workspace will foster collaboration and inspire creativity for our 900 employees amidst our 2025 growth blitz.At Zopa we value flexible ways of working.We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our London office 2-3 days a week.You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we'll make sure you've got everything you need to thrive, both in your work and home life, from day one.*Subject to having the right to work in the country of choiceDiversity StatementZopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.

Zopa