Head of Service Delivery

Quick info

Salary: £52,500 p/a
Hours: 37.5 hours per week
Location: Remote/Hybrid (London)
Contract: Full time
Application deadline: 14 Sept 2025

Want to learn more about the role and working at The Social Change Nest? We will be holding a webinar on Monday Sep 8 at 1:00 PM.

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About The Social Change Nest

At the Social Change Nest (SCN), we’re radically transforming the funding landscape and strengthening civil society. We remove the financial and administrative barriers – like bank accounts and legal structures – that often prevent communities, grassroots groups and informal movements from accessing funding and focusing on their core mission. We also work closely with funders, providing Grant Distribution and Fund Management services, enabling them to support social action with confidence and transparency.

We currently support over 600 groups across the UK and abroad addressing issues such as social injustice, climate, housing, wellbeing and animal rights. We are at the forefront of Fiscal Hosting in the UK and, since our inception in 2020, we have supported groups in securing over £37m in funding, helping them take advantage of opportunities that may have otherwise been unavailable.

The Social Change Nest is part of The Social Change Group. We are a Disability Confident Employer, and an accredited Living Wage Employer. In addition, we were listed as one of the top social enterprises in the UK in the SE100 for the last three years.

We work with all types of social movements and community groups, from climate to housing, wellbeing and animal rights. Read more about this here.

Our Culture

We are proud of our culture. Underpinned by our values of collaboration, curiosity, compassion and courage we believe relationships are the glue that holds us all together. It helps us create the most innovative work with our clients and gets us through the most difficult times together – we know that transformational social change is generational work and we must look after ourselves and each other for the long haul. We understand that most of us will spend the majority of our time at work, and we want to ensure that time is productive, enriching, and joyful.

You’ll be joining a close-knit team – supported and developed to be the best you can be. We believe that every team member brings a unique perspective from their experiences and abilities and encourages everyone to be a curious soul about how we can improve everything we do, from how we interact as a team to how we deliver for our clients and communities.

About the role

The Head of Service Delivery will be responsible for overseeing the strategic alignment, development, and execution of all service functions. They will oversee the day to day delivery across our services, and ensure operational excellence, compliance and financial accuracy in all delivery systems. They will co-lead and support the Delivery Team, matrix-style with Head of Community and Impact, ensuring we build strong, trauma informed relationships with our clients and funders. In addition, this role will be driving improvements in our systems and processes, acting as a bridge between the complex financial and regulatory environments we work in and the practical values driven changemakers on the ground. As a key member of the leadership team, this role also contributes to the development of the organisation, while also modelling our values of collaboration, curiosity, creativity and courage .

Key responsibilities

Service Delivery Oversight – 50%

Co-lead the long-term delivery strategy with focus on service implementation and improvement.
Ensure services are aligned to our organisational strategy .
Develop the service offer as it grows and build on learnings and feedback gained from clients, sector knowledge and emerging trends.
Ensure smooth implementation and execution of all services by working with the team to ensure delivery against agreed objectives, outcomes, budgets and timelines.
Lead on Relationship Management for financially complex clients relationships when required, e.g. where delivery is complex or bespoke.
Resource management and budget management across the function.
Support with the costing and measuring profitability of delivery of all products and services.
Work with the Head of Innovation to test, operationalise and embed new products into the service delivery function.
Support Head of Community & Impact with measurement of SCN’s social impact

Systems/Process Leadership and Oversight – 10%

Lead on the development and implementation of efficient and effective systems and processes that provide an excellent client experience.
Oversee the development and continual improvement of systems for payments, reconciliations, reporting, and client support.
Ensure financial processes carried out by the Delivery team meet compliance standards and are transparent to clients and funders.
Ensure processes are efficient, consistent, and scalable while minimising risk.
Drive digital innovation and automation in delivery systems, including optimisation of the use of our CRM system to support service delivery.
Helping to set bespoke systems and processes for our more complex clients

Team leadership and line management (30% )

Member of SCN’s leadership team
Co-Lead the Delivery Team with the Head of Community and Impact, with a focus on effective and efficient service delivery and staff capacity
Line management of Grant Distribution and Grant Management relationship managers/leads
Create and nurture an environment of ongoing learning and curiosity and identify training and mentoring opportunities for team members
Ensure strong cross-organisational collaboration and knowledge-sharing.

Business Development and Comms (10%)

Work with the CEO and Business Development Team, to land more complex client delivery, and hold some of these client relationships.
To act as the spokesperson for Nest where needed.

Skills and experience

We’re looking for someone who brings both hands-on delivery expertise and the ability to lead people, systems, and processes at scale. You’ll likely have:

Proven experience leading service or programme delivery in a charity, social enterprise, or social impact organisation.
A track record of managing compliance and governance in regulated environments (charity law, grant management, AML/KYC, safeguarding, or similar).
Strong financial operations knowledge — comfortable overseeing reconciliations, multi-currency payments, audits, and grant/donor reporting.
Leadership experience, including line management and team development, And experience of matrix-style management across functions (Finance, Innovation, Community & Impact).
Experience of creating a positive, accountable culture, where you and your team are able to seek feedback, ask for help when needed, and contribute to collective leadership.
Promotes cross-organisational knowledge-sharing and collaboration
Client and stakeholder management expertise, with the ability to build trusted relationships with funders, grassroots groups, and partners.
Experience improving systems and processes for scale and efficiency, ideally including digital tools or platforms.
The ability to apply a trauma-informed and culturally competent approach when working with partners and clients.

Desirable

Experience in fiscal hosting, intermediary grantmaking, or fund management.
Experience supporting unincorporated groups, activist networks, or grassroots movements.
Exposure to international payments or grantmaking in high-risk contexts.
Experience contributing to business development, fundraising, or partnership growth.

Terms and benefits

Terms: The role will be full-time (37.5 hours/week) temporary contract. As we often work with volunteers occasional evening and weekend work will be required and compensated through TOIL. Occasional but limited UK or European travel will be required (by arrangement).

We are open to exploring flexible working arrangements and supporting you to meet commitments you may have. All pay and benefits, holiday etc will be pro-rated with the length of your contract.

Salary: £52,500 p/a

Location: You should be based within travelling distance to London. We have an office in Farringdon, London which you will be expected to work from at least 2 times a week. We understand that there may at times be some flex in this, but we aim for twice a week as a standard.

We hold quarterly all-staff strategy meetings and annual away days, which you will be required to attend in person, and we will cover the cost of your travel. You will be required to come together with the team occasionally, and these travel costs will not be covered. We try our best to keep these to when only necessary.

Language skills & visa status: Candidates must be fluent in English. You must have the right to work in the UK independently, as we are unable to provide visa sponsorship.

Holiday: 22* days plus bank holidays. We close the office on the days between Christmas and New Years – this time is paid for all staff and is in addition to your annual leave entitlement.
(*increasing to 25 days next year)

Employer pension contribution: We offer a 3% employer contribution on a salary sacrifice pension, that you will auto enrol for after 3 months of employment with SCN.

Additional Paid Time Off: We offer 2 days of paid voluntary time off, encouraging all staff to serve as trustees or any equivalent voluntary positions to contribute to their communities

Financial Wellbeing: The financial wellbeing of our staff means a lot to us. We offer the following to our staff to help them reach their financial goals:

Salary sacrifice/exchange schemes for groceries and pensions. Staff members can choose a set amount to be taken out of their gross pay (before being taxed) each month, to be put towards purchasing groceries from all major grocery retailers. Their full pension is also taken out of their pay before tax.
Financial wellbeing platform allows staff to check their pension dashboard, plan for retirement and search for forgotten/lost pensions. There is also a smart saver plan and we provide access to financial advisers for free.
Benefits app – retail discounts. Select from over 80 brands.

Start Date: October 2025

How to apply

To apply please fill out this application form, following the instructions on the first page.

IMPORTANT: You will need to sign in with a Google account in order to access the form. This is required to enable you to attach a CV to your form submission.

Hiring process

We strongly encourage applicants from a wide variety of backgrounds. We are committed to our staff representing the wide variety of backgrounds represented in the communities we work with. If you are concerned that you may not fit 100% of the job specification – please throw your hat in the ring. We never put formal education requirements on any role as we value lived experiences as highly as formal education and training qualifications.

We follow a blind recruitment process, which means that hiring managers for the role can only see your work history and cover note when deciding to progress to the interview stage.

If you need any accessibility accommodations for this application please do not hesitate to contact us at people@thesocialchangenest.org and we will be happy to provide you with those accommodations.

Please visit our main vacancies page for our equal opportunities statement.