Service Delivery Executive

• Location: Frankfurt
• Type: Permanent
• Job #16801

Why this role matters

Think about the digital tools you use every day – instant payments, contactless cards, seamless online banking. Behind those experiences sit complex delivery organisations that have to perform flawlessly.

We are partnering with a leading European payments and financial services group that is playing a central role in shaping the future of digital banking. They operate at scale, work with Tier 1 financial institutions, and are investing heavily in customer experience, operational excellence, and service reliability.

For a senior service delivery leader, this is a chance to step into a high-impact role at the heart of a mission-critical client relationship.

The opportunity

As Service Delivery Executive, you will hold end-to-end accountability for service delivery towards a Tier 1 financial institution in Germany. Your mandate is to ensure best-in-class delivery quality, operational performance, compliance, and client satisfaction.

You will act as the senior operational counterpart to the client, owning escalations, driving continuous improvement, and aligning commercial and operational teams around shared outcomes.

This is a leadership role without direct line management, requiring strong influence across a matrix organisation and the confidence to operate with senior stakeholders on both sides.

Job Specification

What you can expect

• Attractive salary and competitive total compensation
• Hybrid working model with flexible hours
• Home office and equipment allowance
• Full IT setup (laptop, mobile device, subscription)
• Company-supported pension scheme
• A visible role in a European, international environment with real room forprogression

Your impact

• Client ownership: Primary contact for operational escalations; build trust and manage expectations at senior client level
• Service assurance: Ensure SLAs, KPIs, and compliance requirements are consistently met or exceeded
• Operational leadership: Drive efficiency, stability, and quality across day-to-day deliveries
• Continuous improvement: Identify automation, process optimisation, and scalability opportunities
• Strategic alignment: Translate business goals into clear service delivery strategies
• Risk & reliability: Proactively manage risks to service continuity and performance
• Matrix leadership: Lead, motivate, and align cross-functional teams without formal authority

You will report into a senior operational executive and be part of an international leadership team within the organisation’s core operations function.

What we’re looking for

This role requires both gravitas and pragmatism. Someone who can keep the business running smoothly today while pushing it forward for tomorrow.

Core skills & traits

• Strong leadership presence and stakeholder management skills
• Clear, confident communicator at operational, tactical, and executive level
• Structured, analytical, and solution-oriented mindset
• Customer-centric with a strong sense of ownership
• Comfortable navigating complex, regulated environments

Experience & background

• 8+ years in service delivery, operations, or client-facing leadership roles
• Proven experience managing Tier 1 enterprise clients
• Background in financial services, payments, IT, or telecoms
• Hands-on experience with IT Service Management frameworks (e.g. ITIL)
• Used to handling escalations involving C-level stakeholders
• Fluent in German and English (mandatory)

Personal style

• Calm under pressure, steady yet adaptable
• Motivates and influences without relying on hierarchy
• “Can-do” attitude with a bias toward action
• Tactical thinker who takes initiative and accountability

Why apply?

This is not a back-office role. It’s a front-line leadership position in a business that sits at the core of Europe’s digital payments infrastructure. If you enjoy responsibility, complexity, and visibility – this role will stretch and reward you.