Head of Platform & Service Delivery

Key Responsibilities

1. Product Strategy (Market-Aligned & Execution-Ready)

• Translate company strategy into a clear, prioritised platform roadmap
• Define product capabilities that strengthen compliance, transparency, and operational efficiency
• Ensure product development supports scalable service delivery
• Balance innovation with operational practicality
• Drive adoption and measurable impact of new features

2. Technology Leadership & Platform Governance

• Ensure platform reliability, scalability, and data integrity
• Oversee engineering discipline, release cadence, and QA standards
• Reduce rework and technical debt
• Strengthen documentation and handover between Product and Operations
• Ensure systems reduce manual dependency and key-person risk

3. Service Delivery Excellence (Payroll & Benefits)

• Ensure accurate, timely payroll and benefits administration across markets
• Strengthen SOPs and operational controls
• Improve onboarding turnaround time
• Establish clear escalation governance
• Maintain strong SLA performance

4. Operational Alignment & Risk Management

• Identify operational bottlenecks early and implement solutions
• Reduce internal friction between Product, Tech, and Operations
• Protect service quality while supporting growth

5. Margin & Efficiency Optimisation

• Improve cost-to-serve through automation and process optimisation
• Strengthen operational visibility into gross margin
• Drive scalable operational infrastructure

What Success Looks Like

Within 12 months:

• Platform roadmap delivered with predictable cadence
• Payroll accuracy and SLA performance at industry leading levels
• Clear SOPs across key workflows
• Reduced escalations and operational firefighting
• Improved gross margin driven by operational efficiency
• Leadership confidence in operational stability

Required Experience & Qualifications

• 10+ years experience within HR tech-enabled services, SaaS + managed services, or fintech operations
• Proven experience leading both technical (Product/Engineering) and service delivery teams
• Demonstrated ability to align product strategy with operational scalability
• Experience managing multi market or regional operations preferred
• Strong commercial acumen with exposure to margin management

Leadership Profile

• Systems thinker with structured execution discipline
• Calm, decisive, and commercially aware
• Strong cross functional communicator
• Able to make principled trade-offs
• Focused on building scalable infrastructure rather than heroic effort