Client Delivery Manager

Client Delivery Manager (Manchester or London - 3 days on-site)

About Finova

Finova is the UK's leading lending and savings technology provider, supporting one in every five mortgages nationwide. Our agile, cloud-native solutions enable over 60 banks, building societies, specialist lenders, equity release providers and a network of 2,400+ brokers to stay ahead in a competitive market.

Built on open architecture and backed by deep industry expertise, our platform is designed to scale. Each year, we process over £50 billion in loans, manage nearly £50 billion in savings, and support the digital servicing of more than 650,000 UK borrower accounts.

Be part of a team that’s driving innovation, enabling growth and shaping the future of UK lending.

For Lenders

Finova offers a flexible, modular technology suite designed to help lenders move faster, scale efficiently and deliver standout digital experiences.

Financial Institutions use Finova to launch products faster, process applications up to 50% more efficiently and reduce operational costs — all while staying fully compliant in a fast-moving market.

About the Role:

Reporting directly to the Implementation Director, the Client Delivery Manager sits within Finova's Delivery function at the intersection of delivery excellence, customer success, and commercial outcomes. In this role, you will own the end-to-end delivery lifecycle and ongoing operational success for a portfolio of key financial client accounts spanning onboarding, implementation, enhancement projects, and in-life services.

Acting as the primary point of contact for your clients, you will build trusted partnerships up to the C-suite level while leading internal cross-functional teams to execute platform deployments effectively. Your key purpose is to maintain strong delivery governance, foster client satisfaction and NPS, identify commercial expansion opportunities, and align client roadmaps with Finova's strategic vision.

About you:

- You've actually run a Scrum team before, not just studied the framework leading sprint planning and ceremonies, and knowing from experience where agile delivery tends to go wrong.
- Proven track record managing complex software implementations end-to-end within a software vendor or enterprise SaaS business, with explicit domain experience in financial services or banking (mortgage platform expertise is highly desirable).
- You're comfortable when there's no established playbook to follow, and you've got the track record of having built process and structure from scratch in a previous role, not just worked within one someone else designed.
- Demonstrated success managing a portfolio of enterprise customer accounts, with experience building trusted partnerships up to the executive/C-suite level.
- Deep operational understanding of SaaS/enterprise platform delivery models and strong practical mastery of both Agile and Waterfall delivery methodologies.
- You bring genuine commercial awareness to delivery work, you understand how account growth actually happens, and you've been part of making it happen before.
- Outstanding communication skills with the confidence to present progress, risks, and options to senior stakeholders, set clear expectations, and challenge constructively when needed.
- Proven ability to lead cross-functional teams, manage delivery plans, map dependencies, and handle risk mitigation from kickoff to close, with the commercial discipline to keep a portfolio financially healthy along the way.
- You spot where a delivery is likely to go wrong before it does, because you've seen the same failure modes play out before, and you act on that instinct rather than waiting for it to become a live issue.
- You switch comfortably between talking to engineers and talking to clients without sounding like you're translating each side feels like you're speaking their language natively, not relaying a message from the other room

What will you be doing?

- Lead the complete delivery lifecycle for a portfolio of key client accounts, steering implementations, platform enhancements, and in-life services from initial onboarding through go-live.
- Spot where a project is about to stall — a blocked dependency, a stakeholder going quiet, a decision nobody's making — and clear it yourself rather than waiting for someone else to notice.
- Own the relationship end to end — you're the one constant point of contact both sides come to, so nothing gets lost in a game of telephone between the client and the engineers actually doing the work.
- Act as the primary, trusted point of contact for client C-suite and senior stakeholders, establishing a collaborative "one-team" culture between Finova and customer teams to drive high NPS and satisfaction.
- Direct internal multidisciplinary teams (Engineering, Product, Testing, and Consulting) to build comprehensive delivery plans, establish accurate cost estimates, and align resource scheduling.
- Establish and enforce robust governance structures, tracking project milestones, managing complex cross-stream dependencies, and proactively resolving commercially sensitive risks.
- Spot where a client's roadmap points to a cross-sell, upsell, or renewal opportunity, and flag it to Sales early enough that it becomes a real conversation, not an afterthought.
- Keep the numbers straight across every account in your portfolio — invoicing accurately, tracking spend against budget, and reporting profitability up to senior leadership without being chased for it.
- Contribute directly to the continuous improvement of Finova's delivery methodology, refining tools, frameworks, and operational standards to elevate client delivery performance company-wide.
- Own sprint planning and ceremonies for delivery workstreams day to day — setting the cadence, unblocking the team, and keeping delivery moving without leaning on a textbook process.
- In practice, that means turning a sprint update into something a client stakeholder finds genuinely reassuring, and turning a client concern into something the dev team can act on — in both directions, every week.
- Where there's no playbook for a client or a situation, you'll write the first one — establishing the cadence, documentation and decision points that make the next person's job easier, without being asked to.
- When something lands on your desk with no warning, you're the person who steps in, makes sense of the mess, and gets it moving again.

What We Offer:

- Hybrid working 🕰️
We operate on a hybrid model that is primarily office-based, requiring three days in the office each week, with the flexibility to work remotely for the remainder.
- Private medical insurance 👩‍⚕️
Comprehensive health cover, with the option to add your family to your plan, because your well-being matters to us.
- Life assurance & income protection 💰
We provide life assurance and income protection to give you peace of mind for the future
- Family friendly policies 👶
Our enhanced family-friendly policy goes beyond maternity and paternity leave, offering paid time off for when plans change or alternative paths to parenthood are needed.
- Work from anywhere 🌴
Some thrive in the office, others at home — and many do best with choice. With approval, Finova employees can work abroad for up to 4 weeks each year.
- Flexible holiday package 🗓️
Enjoy 25 days paid holiday allowance, plus all public holidays. And, you can rebook any public holidays for a day that aligns with your personal beliefs or celebration calendar. We also offer holiday trading allowing you to purchase or sell your holiday allowance.
- Company pension scheme 🏦
With salary exchange, you save on tax and can build a secure future.
- Employee assistance programme 💞
We understand that mental health is just as important as physical health. Access to a 24/7 confidential counselling helpline ensures you have support when you need it.
- Electric car scheme 🚗
Get a brand-new electric vehicle with salary sacrifice as a benefit, paid for through your gross monthly pay, saving on Income Tax and National Insurance.
- Health cash plan 🏥
Our Health Cash Plan empowers you to prioritise your wellbeing by providing effortless reimbursement for everyday healthcare costs, from dental and optical visits to physiotherapy.
- Gym discounts 🏋️
Achieve your fitness goals for less with GymFlex, which offers significant savings on annual memberships at over 3,000 gyms and leisure centers nationwide.
- Perks that matter 🎁
We fuel your day with a fully stocked pantry of fresh fruit and snacks and keep the team spirit high with weekly socials and events.

Equal Opportunity Statement

We value diversity and are committed to creating an inclusive environment for all employees. If you’re passionate about this role but don’t meet all the criteria, please reach out, we’d love to discuss how your skills and experiences align with our needs.