Finance & Strategy Manager – Support Operations & Quality

About this role

About the team Our Support team is at the heart of creating joyful experiences for customers, courier partners and merchants. The Support Finance & Strategy team turns data into decisions – making sure we deliver great service while staying disciplined on costs. About the role We’re now looking for a Manager, Finance & Strategy to partner with our Support Operations teams. In this role, you’ll own the financial models, analytics and planning processes that sit behind our global support operations.. You’ll work closely with Support leadership, Workforce Management and S&O to connect operational reality to financial outcomes and help us make smarter, faster decisions. What you'll be doing • Own and develop cost models across regions, ensuring robust methodology, clean inputs and clear documentation. • Lead weekly and monthly performance reviews (e.g. WBR) by synthesising Support OKRs, financials and operations metrics into crisp insights and recommendations for leadership. • Partner with Support Operations and Workforce Management to build and back-test capacity, scheduling and cost plans. • Design and maintain allocation keys and cost attribution logic (local vs SSC vs outsourced; supported country mapping; to fairly and transparently reflect Support economics. • Run deep-dive variance analyses vs budget, explaining root causes, separating structural vs one-off effects, and quantifying impact of actions or policy changes. Requirements • 5+ years of experience in finance, strategy, analytics or similar, ideally in an operations-heavy or customer support environment. (IB background is preferred) • Strong analytical and modelling skills in Excel/Sheets (comfort with complex formulas, driver-based models and scenario analysis); experience working with BI tools and SQL/Looker/Snowflake is a plus. • Proven track record of turning data into clear stories and recommendations for senior stakeholders, both in written materials and live discussions. • Experience working as a business partner with cross-functional teams (e.g. Operations, WFM, Product, Regional Finance), balancing short-term firefighting with long-term improvements. • Comfort with ambiguity and incomplete data: you can structure problems, make reasonable assumptions, and iterate quickly as better information becomes available. Why Deliveroo Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it. We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas. Workplace & Benefits At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information. Diversity At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry. We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.