Service Delivery Team Lead

Role Overview

We are seeking an experienced, people-oriented leader to head the Client Services team and help shape a stronger customer experience. In this position, you will guide daily operations, support team development, handle complex customer matters, and improve the way the service function works.

This role suits someone who enjoys developing capable teams, refining processes, and building practical ways of working that improve quality, consistency, and efficiency.

What You'll Do

• Guide, support, and develop a high-performing Client Services team.
• Create and sustain a positive team environment built on collaboration and accountability.
• Manage escalated customer issues and assist the team in resolving difficult cases.
• Track team output and workload to keep service targets on track.
• Build, update, and improve SOPs, documentation, and internal working practices.
• Look for opportunities to simplify workflows and strengthen operational efficiency.
• Make sure customer requests and administrative tasks are handled accurately.
• Work with internal departments, suppliers, and other stakeholders to deliver strong customer outcomes.
• Review service performance data, reporting, and operational metrics.
• Assist with procurement and administrative tasks when needed.
• Take part in improvement initiatives and broader operational projects.

What We're Looking For

You should be a capable team leader who enjoys helping people succeed while continually improving service delivery and business processes. The right person will bring strong organisation, a sharp eye for detail, and the confidence to deal with customer escalations in a calm, professional, and empathetic way.

You will need to balance people leadership with hands-on operational work and be comfortable creating structure, consistency, and better ways of working.

Essential Experience and Skills

• Proven background in leading and developing a customer service, service delivery, or operations team.
• Hands-on experience managing customer escalations and achieving positive outcomes.
• High attention to detail with a strong focus on accuracy and quality.
• Experience creating, documenting, and improving processes and SOPs.
• Strong planning and time management skills, including handling multiple priorities.
• Clear communication and strong relationship-building ability.
• A proactive, practical, and improvement-focused mindset.
• Comfort using Microsoft Office tools, including Outlook, Word, and Excel.

Desirable Experience

• Background in managed services, technology, telecommunications, or another service-based environment.
• Experience with workflow or ticketing platforms such as ConnectWise or similar tools.
• Exposure to procurement, administration, or operational support work.

Why This Role Stands Out

You will be joining a supportive and collaborative environment where your leadership can have a real impact. The role offers room to improve processes, grow your team, and contribute to the business's ongoing success in a culture that values initiative, accountability, and continuous improvement.