Head of Supplier Governance & Service Performance

Head of Supplier Governance & Service Performance

Location: Edinburgh

Permanent: Full-time, 4 days per week in office

About the Role:

Are you someone who thrives on innovation and enjoys shaping high-performing service ecosystems?

Do you want to work in a fast-moving fintech where you'll continue to grow, lead and make a tangible impact on operational excellence? If so, this opportunity could be an ideal fit.

Our client is a technology-driven financial services business helping companies across the UK and Europe to simplify and automate financial operations. Their mission is to create smarter, faster and more resilient digital finance infrastructure that scales with modern business needs.

The Opportunity:

As Head of Supplier Governance & Service Performance, you'll lead the function responsible for ensuring operational reliability, exceptional service delivery and seamless supplier performance.

You'll oversee a small team focused on maintaining strong external partnerships, optimising internal processes, and ensuring that every aspect of service delivery meets the highest standards of quality, resilience and compliance.

Key Responsibilities:

• Design and deliver a service excellence strategy that supports the organisation's growth and ensures efficient, scalable operations.
• Build and manage relationships with third-party providers and strategic partners, ensuring performance expectations, engagement and accountability are consistently met.
• Partner with internal teams - including Operations, Risk, Compliance and Technology - to align supplier performance with business priorities.
• Oversee supplier lifecycle management, ensuring compliance with agreed SLAs, security standards and regulatory requirements.
• Drive a culture of continuous improvement - identifying opportunities to enhance efficiency, resilience and customer experience.
• Serve as the senior point of contact for operational or relationship escalations, ensuring swift resolution and minimal business impact.
• Establish and maintain a robust framework for service measurement, reporting and performance tracking.
• Ensure adherence to outsourcing regulations, operational resilience requirements, data protection standards and wider risk management policies.
• Lead business incident management processes, coordinating cross-functional responses to mitigate risk and maintain service continuity.

Skills & Experience:

• Significant experience in supplier management, service delivery or operational leadership within a financial technology or digital financial services environment.
• Strong grasp of third-party risk, vendor governance and regulatory expectations in the fintech sector.
• Proven ability to manage complex supplier portfolios and deliver measurable service improvements.
• Experience leading cross-functional initiatives and regulatory change projects.
• Excellent leadership, stakeholder management and communication skills.
• Analytical and data-driven approach to decision making, with the ability to operate effectively in a high-growth, fast-paced environment.

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