ITV
Finance TSA Service Delivery Lead
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Workplace: ITV Manchester, Media City + Hybrid - expectation is 2-3 days in the office per week.
The team..
Finance Operations is a collaborative, service-driven function focused on delivering reliable, efficient and customer-focused finance services across the business. The team works closely with colleagues in Finance and the wider organisation to continuously improve how services are delivered, measured and experienced. There’s a strong emphasis on clarity, accountability and partnership, alongside a supportive culture that values collaboration, learning and adapting to change together.
The role..
This role plays a central part in ensuring Finance Operations delivers a consistently high-quality, customer-focused service across the business. As Finance Operations Service Delivery Lead, you’ll be responsible for how services are defined, governed, measured and experienced by our customers, acting as a key interface between Finance Operations and its stakeholders. You’ll bring structure, clarity and pace to service delivery by embedding and reporting outcome-driven KPIs, strengthening governance and enabling effective issue resolution, while supporting the wider Finance Operations strategy in a fast-moving, evolving environment.
Some of your key day-to-day responsibilities will include:
- Define and embed an outcome-driven KPI and performance framework for Finance Operations, working closely with the Continuous Improvement team and Heads of Functions.
- Develop and maintain a governance model that clearly manages customer relationships, service accountability and performance
- Act as a point of guidance for escalation and issue resolution, monitoring progress and ensuring issues are addressed effectively
- Introduce and standardise issue resolution processes to strengthen service governance
- Partner with the Finance Operations Change Lead to shape consistent, customer-friendly stakeholder engagement and communication approaches
- Establish clear service scope, roles and accountabilities between Finance Operations and wider business stakeholders
- Oversee the planning, delivery and tracking of Finance Operations roadmap initiatives aligned to strategic objectives
- Track milestones, timelines, budgets and deliverables, maintaining PMO tools, governance materials and reporting
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Skills you’ll need (minimum criteria)
- Experience managing a service management framework within a finance shared services or operations environment
- Proven experience developing operational and outcome-driven KPIs and performance metrics
- Strong project management and organisational skills, with experience maintaining PMO tools and governance structures
- Proficiency in Microsoft Office and project management tools (e.g. Excel, PowerPoint, MS Project, Smartsheet or similar)
Other things we’re looking for (key criteria)
- Builds strong, trusted relationships quickly, using credibility and empathy to work effectively with senior stakeholders and delivery teams
- Brings clarity and momentum to complex situations, able to prioritise what matters most and drive progress without overcomplication
- Comfortable holding others to account while maintaining positive, constructive working relationships
- Demonstrates sound judgement and calm decision-making when managing competing demands, risks and escalations
- Takes a customer-focused approach, balancing service consistency with flexibility to meet differing stakeholder needs
- Naturally collaborative, seeking input and diverse perspectives while remaining decisive
- Proactive and improvement-minded, spotting opportunities to strengthen governance, performance and ways of working
- Resilient and adaptable, maintaining effectiveness and focus in a fast-paced, evolving environment
Please note, on occasion we may receive a very large volume of applications which means applications for a role may close earlier than the referenced closing date. We’d encourage you to apply as soon as possible if interested.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Your work matters to millions.
Shaping culture is in the DNA of ITV. So, it’s not surprising that you’ll find us in every home in the UK, our productions are famous all over the world and we’re at the forefront of the digital streaming revolution.
When you join us, you enter a fun working environment. With opportunities to learn, to grow and make a real difference. Small enough that your impact’s felt in the business, but big enough that your impact reaches millions of people.
Come develop your skills, change TV and the course of your career. Don’t just watch it. Be part of it. Join ITV.
ITV is for everyone.
ITV strongly encourages applications for this role from disabled people. As a Disability Confident Leader, if you meet the minimum criteria for a role and you have declared that you are disabled, we’ll guarantee to take you to the next stage* (minimum criteria above).
We're happy to discuss any support/personalisation you may need during our application and selection process as part of our reasonable adjustments. Drop us a line if you require anything at talkingcareers@itv.com. Find out more about applying with a disability.
* There may be a few exceptions where we are not able to take all eligible candidates to the next stage due to the volume of applications.
Because those who make an impact deserve to be rewarded for it.
ITV offers some great rewards and benefits including:
- Flexible working with a range of options to suit everyone
- Generous holiday allowance, plus you can buy more
- Annual bonus opportunity
- Competitive pension contribution
- Save as you earn - with an opportunity to buy ITV shares
- Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life
More about our benefits
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills