Do you want to become part of a growing, award-winning retail technology company? We know it is our people that shape the future. We are looking for a Service Delivery Lead to help develop a team of analysts to deliver exceptional customer service to our well-known clients.
Where will I be working?
You will be part of a busy Helpdesk team based at our Head Office in Nottingham.
What will I be doing?
You will be accountable for a defined client base ensuring the services are delivered against contractual requirements, delivering an excellent quality of service by managing an effective team of analysts. You will also work closely with key stakeholders internally and externally which will include client management, training and external client teams.
You will proactively monitor the quality of service offered to end users and the efficiency of the delivery, using these methods to develop and lead your team, coaching direct reports to maintain and improve motivation and commitment levels.
You will support the client management team by attending service reviews and complete weekly performance reports.
This is a newly created role as part of a structural change where there is an opportunity for you to develop yourself and those within your team to a high level.
Is this the role for me?
If you are looking for an opportunity to directly influence the success of the business through delivering exceptional levels of service, then we would love to hear from you.
If you can answer “Yes” to the following criteria, then this role will be of interest to you.
Ability to build strong and productive relationships with suppliers, clients, and internal stakeholders
Proven ability to coach and develop a team to achieve and exceed
Experience of working within a Helpdesk/contact centre environment
Experience of working to SLAs, and reporting to clients
Previous experience of using a ticket system e.g. Jira, Ambercat
Strong leadership experience