Key Responsibilities
- Lead, support, and develop two Team Leaders responsible for overseeing front-line service delivery.
- Facilitate regular 1:1s, performance reviews, and team meetings to ensure consistent alignment with company objectives.
- Foster a collaborative, positive, and high-performance team culture, rooted in accountability and proactive support.
- Oversee daily service operations to ensure client needs are met efficiently, accurately, and within agreed SLAs.
- Monitor team performance against KPIs and quality benchmarks; take corrective action where needed.
- Drive continuous improvement in service processes, identifying opportunities for efficiency, automation, and enhanced customer experience.
- Act as an escalation point for high-priority issues, ensuring timely and effective resolution.
- Collaborate with cross-functional teams (IT, Product, Sales, Marketing) to ensure service delivery alignment and smooth handovers.
- Analyse service metrics and provide regular performance insights and reports to senior management.
- Work alongside the Head of Client Services to identify areas where digital content or resources can reduce recurring support issues.
Requirements
- Minimum 5 years’ experience in a Service Delivery Management or similar operational leadership role.
- At least 2 years’ experience managing Team Leaders or senior team members in both on-site and remote environments.
- Proven track record of improving support operations, processes, and customer experience.
- Strong working knowledge of support platforms such as Freshdesk or Zendesk (essential).
- Familiarity with project and task management tools such as Jira, Atlassian, or Trello (desirable).
- Exceptional organisational and communication skills, with a natural ability to inspire, lead, and motivate teams.
- A calm, confident approach to handling high workloads, competing priorities, and tight deadlines.
- A strong commitment to delivering outstanding customer service and a passion for building long-term client relationships.
- Experience with SQL would be desirable
- Solid understanding of ITIL / IT Service Management principles
- Strong client-facing communication skills
- Able to translate technical issues into business language
- Producing service reports, dashboards, and updates
We offer support from 08:00 to 20:00, 7 days per week. Shifts will be a mix of mornings, lates and weekends, working 37.5 hours per week. This will be a hybrid of office and remote working. Core hours are office-based, evenings and weekends are remote.
Benefits
We’re not a global corporation—here, you’ll never be just a number. From day one, your contributions will be visible, valued, and impactful. You’ll be part of a friendly, high-performing team that works collaboratively to make a real difference.
Our HQ is based in beautiful Exeter in Devon, just minutes from award-winning beaches and the stunning Dartmoor National Park. We work with clients across the globe, all while enjoying an enviable work-life balance in one of the UK’s most scenic locations.
The package will include:
- Competitive salary: £36,000 – £46,000 (depending on experience)
- 25 days holiday (pro rata) + Bank Holidays, with time in lieu for Bank Holidays worked
- Nest Pension Scheme
- Discretionary annual company bonus
- Annual personal training budget
- Company and team events throughout the year
- Flexible working options
- Supportive, close-knit team environment
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