Service Delivery Lead - London

Welcome to the video first world!

From your everyday PowerPoint presentations to Hollywood movies, AI will transform the way we create and consume content. Today, people want to watch and listen, not read — both at home and at work. If you’re reading this and nodding, check out our brand video.

Despite the clear preference for video, communication and knowledge sharing in the business environment are still dominated by text, largely because high-quality video production remains complex and challenging to scale—until now….

Meet Synthesia

We're on a mission to make video easy for everyone. Born in an AI lab, our AI video communications platform simplifies the entire video production process, making it easy for everyone, regardless of skill level, to create, collaborate, and share high-quality videos. Whether it's for delivering essential training to employees and customers or marketing products and services, Synthesia enables large organizations to communicate and share knowledge through video quickly and efficiently. We’re trusted by leading brands such as Heineken, Zoom, Xerox, McDonald’s and more. Read stories from happy customers and what 1,200+ people say on G2.

In 2023, we were one of 7 European companies to reach unicorn status. In February 2024, G2 named us as the fastest growing company in the world. We’ve raised over $150M in funding from top-tier investors, including Accel, Nvidia, Kleiner Perkins, Google and top founders and operators including Stripe, Datadog, Miro, Webflow, and Facebook.

The role...

The Service Delivery Lead for Digital and Multimedia Instructional Design will lead the service delivery for our creative and educational technology offerings, ensuring that our clients receive exceptional support and value. This role is central to guiding clients through the adoption of our multimedia instructional solutions, digital design projects, and visual communication content, making sure they leverage our full suite of services for maximum impact. The Services Lead will be the key connector between clients and internal teams, advocating for client needs and driving the success of projects from inception to completion.

• Client Relationship Management: Serve as the primary point of contact for AEs/CSMs and clients, understanding their needs and ensuring their satisfaction.
• Service Delivery Management: Oversee the execution of service delivery, ensuring that projects meet client expectations and are delivered on time and within budget.
• Project Coordination: Work with the Design Lead and Design Producer to coordinate project timelines, resources, deliverables, ensuring alignment with client goals.
• Performance Monitoring: Track projects progress, manage KPIs, and use data to drive continuous improvement in service delivery.
• Process Improvement: Develop and refine service delivery methodologies to enhance efficiency, quality, and client satisfaction.

About you...

• Bachelor’s degree in Business, or a related field. Advanced degrees or relevant certifications in project management or service management are a plus.
• Proven experience in managing service. Experience in leading cross-functional teams and managing complex projects is essential.
• Strong strategic thinking abilities with the capacity to translate client needs into actionable plans. Experience in using data and feedback to drive continuous service improvement and content effectiveness.
• Excellent project management skills, with a track record of leading projects that meet or exceed client expectations. Proficiency in project management tools and CRM systems is required, particularly Salesforce.
• Outstanding interpersonal and communication skills, with the ability to engage with clients and internal teams at all levels. Experience in crafting and delivering content using various multimedia formats is highly desirable.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing client needs and business priorities.

This role is ideal for a motivated and experienced service lead who is eager to play a pivotal role in delivering exceptional client experiences.

Benefits

In addition to being a part of a great team, working in a fun and innovative environment, we offer...

📍 A hybrid setting where you can work from our London office in Soho.

💸 A competitive salary + stock options in our fast-growing Series C start-up.

🍼 Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay

🏝 25 days of annual leave + public holidays in the country where you are based.

🚲 Cycle to work scheme (London).

🥳 Regular socials and company retreats + and regular tasty lunches!

🏥 Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback and gym discounts.

👉 A generous referral scheme.

🧓 Our UK Pension provider is People Pension’s and Synthesia contributes 3% and employee contributes 5% on qualifying earnings. We also offer Salary Sacrifice.

💻 Work from home set up.

🚀 A huge opportunity for career growth as you’ll help shape a market-defining product.