23 Oct
Grantify
London
Job description
Is this role for you
We are looking for aresultsdriven Head of Service Delivery to join our management teamand take ownership of the overall service delivery strategy atGrantify.
This role is crucial in ensuring we provide our clientswith the best experience and service quality while drivingcontinuous improvements across ouroperations.
Were proud to say we believe we havea worldclass service approach. As a result of our grant applicationsupport and expertise more businesses win vital grant funding inthe UK and the US year after year.
With a strong track record andconsistently excellent TrustPilot reviews combined with being inthe UKs top 100 fastestgrowing companies for 2024 (number 46 thisyear)
our team is one of the best in the industry at deliveringvalue to clients.
But were hungry. We want toserve an everincreasing number of clients while maintaining thesame toptier service level. Our ambition is to become the globalplatform for innovators driving impact on a global scale.
Webelieve this mission is achievable since we have grown 100% yearlyto date.
We need someone who can run amultifaceted technically deep Customer Success function. Someonewho will learn and understand enough of what we do to be deeplyknowledgeable but who knows how to deliver something like this atlarge scales as we grow.
Someone who knows why what we do for ourclients is awesome and knows how to create structures processes andsystems that enable us to continue doing it for too many morepeople than we do today.
We need someone who hasseen growth in a similar business before. Someone who feels excitedby our future journey and has been involved in a few failures and acouple of successes which means they have an idea of what weneed.
You dont need to have been the number 1lead in a function like this but you will have been close enough tothe person that was to have seen the journey in detail and moreimportantly youll be hungry to take the helm and grow a trulyformidable worldclass function.
One that serves thousands ofclients annually across multiple geographies in a way that reallyis a positive force for good in theworld.
The rolein a nutshell
Reporting to theCOO and acting as a key member of the global leadership team youwill be responsible for overseeing all aspects of Service Deliveryfor our Grants service in the UK and the US.
Youwill head up the Service Delivery management team line managing ourPrincipal Funding Consultant Principal Platform Consultant ServiceDelivery Lead Resource Planning Lead and GrantWinningExpert.
You will lead this team in their effortsto deliver highquality service levels to everincreasing clientsglobally and be the key owner driver and champion of ourcrossfunctional pods operatingstructures.
Yourresponsibilities will be
- To lead and oversee the entireService Delivery function ensuring that all processes align withthe companys goals and objectives.
- To managementor and develop the Service Delivery team to drive performanceand accountability.
- To ensure the smooth andeffective execution of client services maintaining a high standardof quality and timeliness.
- To implement andrefine processes to improve efficiency productivity and scalabilityas Grantify expands in the UK and the US.
- Towork closely with the COO on designing and executing servicedelivery strategies for future growth.
- To takeownership of service delivery tools and systems driving improvementand efficiency as we scale.
- To manage resourcesand capacity planning ensuring the right tools and systems are inplace to support growth.
- To oversee own andreport on service delivery KPIsincluding :
- Number of applicationssubmitted
- Client velocitytargets
- Client healthscores
- Client response timeSLAs
- Refund totals and service delivery grossmargin
After1 year you will have achieved success in this role if you1
- Have overseen the delivery of ourservices to double the number of clients for a wider range ofgrants than ever before.
- Maintained health KPIs(such as client health scores refunds etc.).
- Bea recognised force for good and a key trusted member of the globalleadership team.
- When they talk about you inyour absence have everyone say how much you raised the bar in yourtime here.
- Have delivered at least twoinitiates to impact our gross margin in Service Deliverypositively.
- Have been a key part of theprincipal members of our Service Delivery Management team becomingindustryrecognised experts in their ownright.
- Maintained high levels of engagement inour teams the entire time.
- Be known as someonewho practices compassionate but directcommunication.
- Be seen as the kind of personwho takes ideas and strategies on a global zoomedout level and canmake them happen on a daytoday zoomedinlevel.
WhoYou Are (to be tested at interview and musthaves)
- You have a demonstrable track recordof focusing on work that delivers impact not justactivity.
- You possess expertlevel communicationskills both written and verbal and can effectively articulate ideasand influence others at all levels.
- You candemonstrate you have built systems that manage high volumes ofclients across multiple geographies maintaining high standards ofservice quality and are able to talk about your experience doing soin detail.
- You are experienced in developingand coaching leaders and managers helping them grow and succeed andcan provide contactable references for the people you havedeveloped.
- Youve learned valuable lessons frombeing part of a fastgrowing company and can share examples of bothsuccesses and failures especially in operational delivery in aCustomer Success or Service Delivery function and you can speak atlength about those lessons and their impact on your professionalgrowth.
- You are comfortable discussing thechallenges of managing service delivery across different regionsparticularly the UK and the US in detail.
- Youhave a clear opinion on our services and can articulate it based onyour research and understanding ofGrantify.
Thethings it would be nice for you to have (please apply for the roleeven if you do not)
- Familiarity withthe UK and / or US grant application and winningprocess.
- Knowledge of Grantify and what wedo.
- Experience as the Head of Department for aCustomer Success function in a consultancy or SaaS productbusiness.
Perks& Benefits (UK)
Competitive Compensation : Acompetitive salary that will be disclosed with you at the veryfirst stage of our process.
Generous Leave Allowance : 25 daysannual leave bank holidays.
Healthand Wellbeing : Private medical insurance for yourwellbeing.
Work from HomeSupport : 1500 setup budget for a comfortable andefficient workspace.
SocialConnectivity : Quarterly socials for camaraderie andshared experiences. We run a companywide social. Last year we allwent to Barcelona This year it was Rome!
Enhanced Parental Leave : Supportduring significant lifemoments.
AboutGrantify
We are a dynamicgenerative AI startup that has rapidly grown from a 2personfounding team to a vibrant workforce of over 100 with a strategicexpansion into the US market.
On average over the past three yearsGrantify has doubled in size annually earning recognition as the46th fastestgrowing company in the UK for2024.
Our unique AI grant writing platform hassuccessfully raised over $150 million for startups helpingbusinesses across various industries secure substantial governmentfunding reaching up to seven figures.
We simplify the complexlandscape of government grants and funding opportunities enablingtechnology enterprises to access funds eight times faster than theindustry average.
We are proud of our 4.8 rating on TrustPilotreflecting our commitment to exceptional service andresults.
Looking ahead we have ambitious plans toraise $1 billion in funding and become the number one fundinglaunchpad globally. Join us on this exciting journey and be a partof our innovative team shaping the future of fundingopportunities.
HiringProcess
- Screening callwith our Talent Acquisition Manager(30mins)
- Interview with our COO and Head ofPeople (60mins)
- Interview with our COO and CDO(60mins)
- Lunch with the Service DeliveryManagementTeam
OurCommitment to Diversity
AtGrantify we believe in fostering an inclusive environment wherediversity is celebrated. We encourage applications from people ofall backgrounds and are committed to building a team that reflectsa variety of perspectives andskills.
Ready tomake an impact Apply today and help us shape thefuture of funding opportunities!
▶️ Head of Service Delivery
🖊️ Grantify
📍 London