Service Delivery Team Lead

About the role

We are seeking an experienced Service Delivery Team Lead to manage our Client Services team. In this role you will ensure customers receive responsive, professional, and high‑quality service while driving continuous improvement across the service delivery function.

Key responsibilities

• Lead, coach and develop a high‑performing Client Services team.
• Foster a collaborative, accountable team culture.
• Manage customer escalations and support resolution of complex issues.
• Monitor performance and workload to meet service level targets.
• Develop, maintain and improve Standard Operating Procedures and related documentation.
• Identify and implement process‑streamlining opportunities to boost operational efficiency.
• Ensure accurate processing of customer requests and administrative tasks.
• Coordinate with internal teams, suppliers and stakeholders to deliver outstanding outcomes.
• Track service performance, reporting and key operational metrics.
• Support procurement and administrative activities as required.
• Contribute to business improvement initiatives and operational projects.

Required profile

• Proven experience leading and developing a customer service, service delivery or operations team.
• Strong organisational skills and meticulous attention to detail.
• Ability to manage customer escalations with professionalism and empathy.
• Comfortable balancing people leadership with operational responsibilities.
• Commitment to quality, accuracy and continuous improvement.

Required skills