Head of Client Service Delivery

The **Head of Client 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 driving client satisfaction, trust, and long-term retention by ensuring that service delivery is not only consistent and reliable but also proactive and strategically aligned with client needs. Acting as both a strategic partner and operational leader, the Head of Service Delivery oversees the end-to-end client experience—anticipating needs, resolving complex cross-functional issues, and leading real-time incident response with transparency and urgency.

**Work that matters - What you’ll be doing**

As Head of Service Delivery, you will play a pivotal role in shaping and elevating the service experience for Experian A/NZ. Your focus will be on delivering operational excellence, building trust, and driving measurable impact through:

- ** Designing and executing a best-in-class service delivery model** tailored to the needs of our most strategic clients, ensuring consistency, reliability, and long-term value.
- ** Leading client remediation efforts during times of disruption**, acting swiftly to restore confidence and return clients to business-as-usual with mínimal impact.
- ** Owning and refining the incident management process**, ensuring it is proactive, transparent, and continuously improving to meet the highest standards.
- ** Leveraging data and insights** to ensure clients are maximising the value of their products and services, driving both satisfaction and strategic outcomes.

Your strategic vision and operational discipline will inspire high-performing teams, foster a culture of accountability, and drive continuous improvement across all aspects of service delivery. By cultivating strong, trust-based relationships with senior stakeholders, you will serve as a strategic advisor and advocate—ensuring the client voice is central to every decision and that their experience is consistently elevated.

In this role, you will also be instrumental in enabling seamless cross-functional collaboration, championing open and transparent communication to ensure alignment and shared ownership of client outcomes. During periods of disruption, you will lead incident and escalation management with urgency, professionalism, and transparency—restoring confidence and reinforcing Experian’s reputation for reliability. Your ability to embrace change, manage risk, and uphold governance standards will ensure that service delivery remains agile, compliant, and resilient, safeguarding both client trust and business integrity.

About Experian

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.

Experience and Skills

**More about you**

You are a seasoned service delivery leader with a strong track record of driving client success, operational excellence, and cross-functional collaboration in complex, high-value environments.
- Bachelor’s degree in Business, Information Technology, Operations Management, or a related field is essential.
- 10+ years of experience in service delivery, client success, or operations leadership roles—preferably within data, technology, SaaS, or financial services sectors.
- Proven track record of managing complex, high-value client relationships and delivering exceptional service outcomes.
- Experience leading cross-functional teams in a matrixed or global environment, with a focus on collaboration and alignment.
- Strong background in incident and escalation management, including leading through high-pressure situations with professionalism and transparency.
- Demonstrated success in driving continuous improvement, change management, and service innovation.
- Deep understanding of 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 drive decisions.
- Awareness of emerging technologies (e.g., automation, AI, cloud platforms) and their impact on service delivery.
- Exceptional stakeholder management and executive communication skills.
- Strong strategic thinking with the ability to translate vision into execution.
- High emotional intelligence, with a client-centric and empathetic leadership style.

Additional Information

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