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.You will co-design and evolve tailored service delivery models in collaboration with clients, fostering a true partnership approach that positions Experian as a trusted advisor. Success in this role requires a unique blend of strategic thinking, operational discipline, and empathetic leadership. The ideal candidate will be a credible and influential voice across the business, capable of aligning internal teams, advocating for client outcomes, and upholding the highest standards of service excellence.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 minimal 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.