Service Delivery Team Lead

Veremark is a remote-first HR tech scale-up on a mission to help the world trust faster.

We started with background and reference checking, pioneering an entirely new approach through Verepass - a blockchain solution which facilitates instant verification by enabling candidates to own, manage, and share their securely-held and verified career credentials.

We have recently launched our second product - a Whistleblowing platform with end-to-end encryption enabling employees to report issues safely and anonymously.

But this is just the beginning. Join us and become part of the journey using technology to help the world trust faster.

What will you be doing?

As a Service Delivery Team Lead (known internally as a Value Stream Lead), you will be responsible for leading a team of Verification professionals in the delivery of our background screening services. This is a hands-on team leadership role focused on ensuring that checks - particularly criminal record and database searches - are completed with speed, accuracy, and compliance.

You’ll play a key role in upholding service quality, coaching team members, and driving continuous improvement. Your contribution will directly support Veremark’s mission to help organisations trust faster by delivering a world-class screening experience.

Specifically, you will:

• Lead and manage the performance of your assigned team, ensuring that quality standards, KPIs, SLAs, error rates, and turnaround times are consistently met or exceeded.
• Coach, mentor, and support team members by removing blockers, fostering ownership, and promoting a culture of accountability, execution, and continuous improvement.
• Demonstrate and encourage strong leadership behaviours: (1) Acts as a supportive coach, (2) Empowers rather than micromanages, (3) Fosters an inclusive, supportive team culture, (4) Drives productivity and results, (5) Communicates clearly and effectively, (6) Provides direction with a clear team vision, (7) Supports growth and career development, (8) Applies technical knowledge to support and guide, (9), Collaborates effectively across teams, and (10) Makes sound, timely decisions.
• Maintain and improve quality in service delivery, particularly within criminal and database check processes, ensuring checks are completed with speed and precision.
• Monitor and continually assess team operations to identify and implement process improvements.
• Collaborate with internal stakeholders to resolve issues and keep clients and candidates informed, including managing adverse disclosures where applicable.
• Ensure compliance with all internal processes and external regulations, including those related to data protection, privacy, and secure handling of sensitive information.
• Stay informed on industry, legal, and regulatory changes affecting background screening services.
• Support hands-on processing of background checks as needed and act as a point of escalation for complex issues.
• Lead or contribute to cross-functional projects and operational initiatives such as client onboarding, system changes, and new product rollouts.
• Participate actively in people management processes, including setting performance objectives, conducting regular 1:1s, evaluating performance, addressing underperformance, and overseeing rostering, leave, and resourcing.
• Drive recruitment and onboarding activities to grow and strengthen the team.
• Perform other related duties and ad hoc tasks as required.

What are we looking for?

We are seeking candidates who bring both leadership capability and subject matter expertise in background screening. Specifically:

• Proven experience in a people management or team lead role within a service delivery or operational environment - ideally in background screening, risk management, compliance, or a related industry.
• Hands-on experience with criminal record checks and database verification checks.
• Strong understanding of operational KPIs and service standards, and a track record of meeting or exceeding them.
• Demonstrated ability to coach, mentor, and grow high-performing teams.
• Familiarity with compliance obligations and data privacy regulations (e.g., GDPR, local privacy laws).
• Excellent communication and interpersonal skills, with the ability to lead, collaborate and resolve issues effectively.
• Comfortable working in a fast-paced, change-driven environment with a focus on continuous improvement.

Who are we?

We are an all-remote organisation with ~150 people spread across the world. We value Trust, Integrity, Data and Experience in everything we do - from the way we collaborate to the products we create.

We’re focused on transforming the industry while partnering with many of the leading technology platforms in the People & Talent ecosystem.

And we’re growing fast. Having recently been ranked in Deloitte’s Tech Fast 50 for the second year running, we’re looking for brilliant people, fast thinkers and passionate change-drivers to join our expanding team.