Head of Supplier & Service Excellence

Head of Supplier & Service Excellence

London/Edinburgh

Reporting to the Chief Operations Officer

• Are you curious, excited by experimentation and always looking to innovate?
• Do you want to work in embedded payments where you can keep learning and developing whilst getting hands-on experience?
• Do you want to have the opportunity to play an important role in a rapidly growing and exciting Fintech business?

If so, we would love to connect and collaborate!

We want to hire ambitious, and value-adding talent into Modulr, one of the fastest growing payments businesses in the UK, US and Europe. Modulr is experiencing significant growth, and in this role you will work in a cross-functional team who are asked to solve a problem, rather than be handed a task to do. This is an excellent opportunity to work in a high-growth environment with a fast-paced and collaborative culture where you will have great opportunities to work on challenging problems.

Who We Are

Our vision is a world where all businesses are powered by embedded payments. Modulr enables businesses, from SMEs to Enterprise, initially across the UK and Europe to efficiently pay-in, collect and disburse funds instantly via a range of payment schemes, accounts, and card products. Find out more about us on our website and careers site.

Summary

As Head of Service Delivery, you will be responsible for ensuring the smooth and efficient operation of our payment platforms, driving service excellence, and maintaining high levels of customer satisfaction. You will lead a team of service delivery professionals, collaborating closely with product, operations, and technology teams to enhance service performance and reliability.

Key Responsibilities

• Develop and implement a comprehensive service delivery strategy to ensure operational excellence across the Modulr ecosystem, including Modulr, its key suppliers, partners and payment schemes.
• Lead and manage supplier relationships, ensuring clear objectives, strong engagement, and high performance.
• Oversee the end-to-end management of suppliers and partners, ensuring adherence to SLAs, security protocols, and regulatory requirements.
• Drive continuous improvement initiatives, optimizing processes and enhancing service quality.
• Act as a key point of escalation for relationship or service-related issues, ensuring timely resolution and minimal disruption.
• Foster strong relationships with internal stakeholders, particularly individual suppler owners, risk and compliance teams, ensuring alignment of service delivery with business needs.
• Implement metrics and reporting frameworks to track service performance and customer satisfaction.
• Ensure compliance with regulations on outsourcing, conduct and resilience, data security standards, and risk management best practices.
• Lead business incident management and ensure swift response to operational challenges affecting the Modulr ecosystems.

Required Skills & Experience

• Proven experience in a senior service delivery or supplier management role within financial technology or payments.
• Strong understanding of supplier management, third party risk, resilience, and regulatory frameworks.
• Demonstrated ability to manage complex partnerships, drive efficiency, and improve service levels.
• Experience in leading regulatory projects, managing vendors, and collaborating with technical and business stakeholders.
• Excellent problem-solving, communication, and leadership skills.
• Ability to work in a fast-paced, high-growth environment, making data-driven decisions to enhance service delivery.

What Can Modulr Offer You

• Share Options Incentive Scheme.
• Company Bonus - the more successful we are together, the greater the reward.
• Flexible benefits - £1000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs. Including Private medical insurance, gym membership, health checks etc.
• 33 days holiday (including bank holidays) & your birthday off - choose which days you take off to relax and/or spend time with loved ones.
• Learning Opportunities – on joining Modulr you will embark on our 2-day onboarding programme, called ModStart, to be equipped with the Modulr know-how and arm you with the tools you need to be successful from day 1! But we do not want your learning to stop there so we will continue to provide you with the tools and capabilities through our learning channels and platforms.
• Modulr hands-on - join your colleagues for our company wide events throughout the year.
• Great workspace - Modulr thrives on innovation which is best done through in-person collaboration. This approach enables us to work together closely, exchange ideas, and create innovative solutions that drive our success. We ask our team members to be based in the office 4 or more days a week. We have state of the art offices located in Exchange Crescent Edinburgh, Scale Space in London, and WeWork in Amsterdam.
• Bike to work / E-bike scheme.

ModInclusion

At Modulr, we are working hard to build a more positive diverse and inclusive culture that helps everyone to feel they belong and can truly bring their whole self to work. Not only is it the right thing to do for everyone in the Modulr team, it’s also the right thing to do for our business, the community we operate in and attracting future talent. As part of our approach, we actively welcome applications from candidates with diverse backgrounds.

By submitting your CV you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role. This means that we may use your personal data to contact you to discuss your CV or arrange an interview, or transfer your CV to the hiring manager(s) of the role you have applied for. You can ask us at any time to remove your CV from our database by emailing [email protected] – but please note that this means we will no longer consider you for the role you have applied for.