The Head of Service Delivery is a senior leadership role responsible for shaping and delivering an exceptional service experience for Experian's designated top 30 clients. This role is central to increasing client satisfaction, trust, and long-term retention by ensuring that service delivery is not only consistent and reliable but strategically aligned with client needs.
You will co-design and evolve tailored service delivery models in collaboration with clients, promoting a true partnership approach that positions Experian as a trusted advisor. Your success requires a unique blend of operational discipline, and empathetic leadership.
Work that matters - What you'll be doing
As Head of Service Delivery, you will help shape and enhance the service experience for Experian A/NZ. You will focus on building trust and driving measurable impact through:
- Design and build an excellent service delivery model tailored to the needs of our most strategic clients, ensuring consistency, reliability, and long-term value.
- Lead client remediation efforts during times of disruption, acting swiftly to restore confidence and return clients to business-as-usual with minimal impact.
- Oversee and refine the incident management process, ensuring it is proactive, transparent, and improving to meet the highest standards.
- Use data and insights to ensure clients are maximising the value of their products and services, increasing both satisfaction and strategic outcomes.
Your strategic vision and operational discipline will inspire teams, foster a culture of accountability, and improvement throughout service delivery. By encouraging strong, trust-based relationships with senior partners, you will serve as a strategic advisor and advocate—ensuring our client voice is central to every decision and that their experience is consistently elevated.
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.
We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.
We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.
More about you
- Bachelor's degree in Business, Information Technology, Operations Management, or a related field is important.
- 10+ years of experience in service delivery, client success, or operations leadership roles—preferably within data, technology, SaaS, or financial services sectors.
- Experience managing complex, high-value client relationships and delivering exceptional service outcomes.
- Experience leading teams in a matrixed or global environment, with a focus on collaboration.
- Strong background in incident and escalation management, including leading through high-pressure situations with professionalism and transparency.
- Experience with service delivery frameworks (e.g., ITIL, COBIT) and governance models.
- Familiarity with data privacy, compliance, and risk management in regulated environments.
- Proficiency in service performance metrics (e.g., SLAs, KPIs, NPS, CSAT) and using data to guide decisions.
- Awareness of latest technologies (e.g., automation, AI, cloud platforms) and their impact on service delivery.
Benefits/Perks:
- Novated Leasing & Salary Packaging
- Great compensation package and bonus / commission plan
- Core benefits including Experian shares discount and wellness program
- Flexible working environment, hybrid model
- Flexible time off including volunteer time off, personal leaves and paid holidays
- 17 weeks of Paid Parental Leave, family care leave and up to 5 days study leave
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
Experian Careers - Creating a better tomorrow together
Experian Careers - Creating a better tomorrow together
