Lumon is a leading fintech company specialising in foreign exchange and international payments. We’re passionate about empowering individuals and businesses to effortlessly manage their overseas transactions. We are on a mission to become the world’s most trusted currency partner and are always on the look out for those who will help us achieve that.

WHAT’S THE ROLE?

The Head of Service Delivery will lead and evolve our IT service operations, ensuring reliable, efficient, and customer-focused delivery across the business. This role combines strategic oversight with hands-on leadership of the Service Desk team, driving service excellence, embedding ITIL best practice, and fostering continuous improvement. Working closely with senior stakeholders, the Head of Service Delivery will own major incidents, service performance, supplier relationships, and business continuity, ensuring IT services consistently enable and support business success.
Your day to day will be the following…
We’re looking for an experienced Head of Service Delivery to take ownership of our IT service operations and ensure world-class service delivery across the business. This is a strategic leadership role where you’ll drive service excellence, lead and inspire the Service Desk team, and work closely with senior stakeholders to align IT services with business goals.

WHAT YOU’LL BE DOING

• Leading, coaching, and developing the Service Desk team – setting objectives, running regular 1:1s, and driving high performance.
• Overseeing all aspects of IT service delivery, ensuring services are reliable, efficient, and aligned with business priorities.
• Taking accountability for Major Incident Management, ensuring fast resolution and clear communication to the business.
• Shaping and delivering the IT Service Roadmap, embedding ITIL best practices, and driving continuous service improvement.
• Defining, monitoring, and reporting on SLAs and KPIs, with responsibility for service performance across the organisation.
• Chairing the Change Authorisation Board (CAB) and ensuring effective management of incidents, problems, and changes.
• Partnering with senior stakeholders to support the successful delivery of business-critical projects.
• Maintaining and evolving the IT Service Catalogue and IT Asset inventory.
• Managing IT supplier relationships and ensuring compliance with regulatory requirements in partnership with Infrastructure and Security leads.
• Overseeing operational resilience and business continuity, including service mapping, test scenarios, and testing.