Head of Service Delivery
Littlefish
Highbridge, UK · Remote
Posted on Mar 27, 2026
About littlefish
We are a fast-growing fintech startup powering financial institutions across the African continent through our full stack enterprise platform. Proudly rooted in South African values but with a vision that transcends borders, we provide a single stack that powers merchant acquiring across payments, onboarding, engagement, commerce and operations.
Help us enable every enterprise, connect every merchant, and make every transaction intelligent. Your work will create lasting change in how financial services are delivered
Role Summary
The Head of Service Delivery is a high-impact leadership role responsible for ensuring that the organisation’s services are delivered efficiently, reliably, and in alignment with client expectations. This role sits at the intersection of operations, strategy, and customer experience.
To lead the service delivery function by establishing and maintaining robust operational frameworks and processes, managing key stakeholder relationships, and driving continuous improvement. The goal is to achieve high levels of client satisfaction while maintaining operational profitability and scalability with uncompromising reliability, regulatory compliance, customer obsession, and operational excellence.
Key Responsibilities
Service Delivery Leadership
Oversee end‑to‑end delivery of app services, ensuring SLA/KPI compliance (availability, response times, transaction success rates).
Lead a 24/7 service delivery operation, ensuring continuous availability and regulatory‑aligned resilience.
Build and improve scalable service frameworks including Incident, Problem, Change & Request Management (ITIL‑based).
Product Delivery
Establish clear “Definition of Ready” and “Success Criteria” with the client to ensure full alignment on expectations. Verify that all product increments have passed internal QA and meet quality standards before being released to customers, preventing avoidable defects from reaching production.
Defect Classification & Prioritisation: Implement and maintain a structured defect categorisation framework - distinguishing showstopper, major, and cosmetic issues - to ensure accurate prioritisation, rapid resolution of critical issues, and transparent communication with stakeholders.
Customer & Stakeholder Management
Act as the senior escalation point for major client‑impacting issues, ensuring timely resolution with root‑cause transparency.
Lead Service Review sessions with key stakeholders, presenting operational insights and performance reports.
Maintain strong relationships with all internal and external key stakeholders.
Operational Strategy & Continuous Improvement
Develop and execute a service delivery strategy that supports long‑term scaling of the littlefish ecosystem.
Implement automation across service workflows (monitoring, alerting, user support).
Build robust reporting structures: operational performance, cost dashboards, customer experience metrics, and capacity forecasting.
Drive cloud cost management, ensuring the service meets its financial efficiency objectives (cost visibility, usage accountability, forecasting) focusing on spend optimization strategies.
Leadership & Team Development
Foster a culture of accountability, data‑driven decisions, and continuous improvement.
Oversee service workforce planning aligned to customer demand and product usage patterns.
Skills and Qualifications
Experience
8 - 12+ years in service delivery, technical operations, SaaS/fintech delivery leadership, or related fields.
Hands‑on exposure to cloud‑native, API‑driven environments and modern software delivery models.
Experience and focus on utilising AI to automate and improve processes, optimise monitoring systems and reduce down time.
Deep understanding of:
ITIL v4 / service management
Real‑time transaction systems, financial data flows, and integration architectures
ITSM tools (ServiceNow, Jira Service Management)
Leadership & Soft Skills
Executive communication, negotiation, and stakeholder alignment capabilities.
Strong analytical and data‑driven decision‑making.
Ability to lead teams through rapid scaling, ambiguity, and operational transformation.
To apply, please send your resume and a short cover letter to talent@littlefishapp.com
