Service Delivery Lead
The Service Delivery Lead will support the management team in Remote Services in the onboarding of new service clients into the support portfolio. This position will report directly to the Customer support Manager.
WHAT YOU’LL BE HANDLING
- Lead the coordination of service handovers from Realisation to Remote Services, ensuring timely and complete transitions.
- Serve as the primary point of contact for internal and external stakeholders regarding service delivery. [including but not limited to, Remote services, Realisation (projects and retrofit), Early life services, Lifetime services.]
- Build and maintain strong relationships with customers, ensuring their expectations are met or exceeded.
- Collaborate with Sales and Key Account Managers (KAMs) to provide detailed service insights and support customer communications.
- Establish and maintain structured handover processes to reduce delays and improve service readiness for all new projects/sites and retrofit changes to existing customers
- Implement feedback mechanisms to continuously improve handover quality and service integration.
- To support the Remote services team in ensuring all relevant documentation, familiarisation and training is provided for all new site handovers
- Monitor service performance and ensure alignment with agreed SLAs and KPIs
- Identify service delivery gaps and work with technical teams to implement corrective actions
- Support the development and documentation of service delivery standards and best practices
- To be an active contributor to the Remote services management team.
- To travel to sites in Northern Europe and Northern America as and when needs of the business arise
- Working closely and collaboratively with the Remote Services Team Leader and Customer support manager on continuous improvement and continued staff development, in order to future proof the provision of service excellence within an ITIL framework
- Promote a customer-first mindset, emphasising that every customer interaction is a request for our help and an opportunity to deliver exceptional service.
WHAT YOU’LL NEED
Required:
- Excellent communication, coordination, and stakeholder management skills
- Ability to manage multiple priorities and work effectively across cross-functional teams
- Experience with project handovers, service transitions, and continuous improvement initiatives
- Experience in Automation
- Ability to travel for up to two weeks at a time
Preferred:
- Degree level education within a relevant discipline