Service Operations Team Leader

This role sits within the Service Operations function and is responsible for the effective day‑to‑day leadership, governance, and continuous improvement of service quoting and order processing across Bytes Services.

The Service Operations Team Lead ensures that services are quoted accurately and consistently, and that orders are processed efficiently, compliantly, and right‑first‑time. The role provides direct leadership and oversight of the Service Operations Specialists, driving operational performance, capability uplift, and continual improvement in efficiency, quality, and customer experience. The role provides the first point of escalation for the immediate team and adjacent departments.

Working closely with internal stakeholders across Sales, Delivery, Finance, and Services, the role focuses on improving operational performance, increasing process maturity, and ensuring that service quotes and orders meet agreed KPIs, SLAs, and internal governance standards.

KEY RESPONSIBILITIES

Operational Leadership & Control

• Provide day‑to‑day leadership and oversight of service quoting and order processing activities within Service Operations
• Ensure service quotes are accurate, compliant, and aligned to agreed commercial, contractual, and governance standards
• Ensure service orders are processed efficiently, right‑first‑time, and within agreed SLAs
• Act as the point of escalation for operational issues relating to service quotes and order processing
• Monitor volumes, workloads, and priorities to ensure timely delivery and effective resource utilisation
• Provide hands‑on operational support where required, including covering core activities during periods of absence or peak demand
• Oversee management of shared operational queues and mailboxes to ensure queries are handled efficiently and within agreed timescales

People Leadership & Capability Development

• Lead, motivate, and support the Service Operations Specialists, setting clear expectations and objectives
• Provide coaching, guidance, and quality assurance to drive consistent standards and individual development
• Support onboarding and training of new team members, ensuring operational readiness and knowledge transfer
• Ensure adequate cross‑training and knowledge coverage to maintain service continuity during absence or peak demand
• Foster a culture of accountability, continuous improvement, and customer focus within the team

Process Management & Continuous Improvement

• Own and maintain service quoting and order processing processes, documentation, and operational playbooks
• Identify process inefficiencies, risks, and control gaps, owning actions to address them
• Lead and contribute to service improvement initiatives aimed at increasing efficiency, accuracy, and scalability
• Work closely with stakeholders to ensure processes are fit for purpose as services, partners, and delivery models evolve

Stakeholder & Cross‑Functional Collaboration

• Work closely with Sales, Sales Support, Delivery, Finance, and Service Leadership to ensure smooth end‑to‑end operational flow
• Provide operational guidance and input into service design, onboarding, and change activities

WIDER TEAM NETWORK

Internal

• Service Delivery teams
• Finance & Commercial
• Procurement
• Partner Management
• Technical Pre‑Sales & Managed Services
• Service Leadership & Operations Management

External

• Delivery partners and service vendors (as required)
• Customers (operational engagement and escalation support)

QUALIFICATIONS, EXPERIENCE, & SKILLS

Educational Qualifications

• Educated to A‑level standard or equivalent

Professional Experience

• Experience in service operations, order processing, or operational support roles
• Demonstrable experience leading or supervising a small operational team
• Experience working within professional services, technology services, or a fast‑paced operational environment
• Experience operating within defined KPIs, SLAs, and governance frameworks

Skills & Knowledge

• Strong understanding of service quoting, order processing, and end‑to‑end operational workflows
• Proven ability to manage priorities, workloads, and operational demand
• Experience applying quality assurance, right‑first‑time, and continuous improvement principles
• Confident communicator with the ability to engage effectively with Sales, Finance, Delivery, and Service teams
• Strong analytical and problem‑solving skills with a high level of attention to detail
• Proficiency in Microsoft 365 tools, including Excel, Teams, SharePoint, and Copilot, to support operational efficiency, reporting, and continuous improvement

Leadership & Behavioural Attributes

• Clear, supportive leadership style with the ability to coach and develop others
• Organised, structured, and process‑driven approach to operational delivery
• Calm, methodical, and resilient when handling issues, escalations, and competing priorities
• Proactive in identifying improvement opportunities and driving practical change
• Collaborative team player with a strong customer, service, and quality focus

Years of Experience

• 3+ years in a service or sales operations
• Experience in an operational leadership or senior coordination role

#J-18808-Ljbffr…