Service Delivery Team Lead

Private Advertiser; Brisbane; Hybrid; AUD 140,000 - 150,000; Full time

Benefits offered by this job

LinkedIn Learning

Retail discounts

Telco discounts

Parental leave 16 weeks

Wellbeing support

Hybrid work

Job summary

Private Advertiser in Brisbane is seeking a Service Delivery Team Lead to own a technical service delivery team covering QLD and northern NSW, driving performance and customer experience.

You will lead and develop the team, manage hybrid work arrangements, oversee installations and training, coordinate billing for service tickets, and foster proactive customer relationships.

Qualifications

• Demonstrated leadership ability with a track record of building high-performing teams.
• Solid experience coaching and developing team members.
• Technical or management background relevant to service delivery or technology.
• Strong written and verbal communication skills.
• Customer-focused mindset with proactive leadership.
• Recruitment and onboarding experience.
• Pharmacy knowledge is highly regarded but not essential.

Responsibilities

• Lead and develop your team with clear direction and coaching.
• Manage hybrid team performance across remote and in-office staff.
• Oversee workforce planning, recruitment and retention.
• Promote a safe workplace and safe practices.
• Drive customer engagement through installations and demos.
• Coordinate installations and training for customers.
• Resolve customer issues and act as escalation point.
• Manage leave and attendance to ensure coverage.
• Gauge customer experience through post-install visits.
• Identify process improvements and policy refinements.
• Oversee deployment boards and billing for service tickets.

Skills

Leadership

Team development

Communication

Customer focus

Recruitment & onboarding

Pharmacy knowledge

Job description

We are seeking a Service Delivery Team Lead to join our team!

This is a great opportunity for an experienced leader to take ownership of a technical service delivery team covering primarily QLD and northern NSW, driving both team performance and customer experience. With a strong focus on proactive, customer-centric leadership rather than a purely ticket-driven approach, this role offers genuine scope to shape team culture, coach and develop team members, and build strong relationships with customers across installation, training, and ongoing support.

About Us

We are the number one provider of IT solutions to the pharmacy industry in Australia, delivering end-to-end technology solutions across pharmacy and broader healthcare settings.

What you'll be doing?

• Leading and developing your team: Setting clear direction for the team in line with business strategy, while continuously developing individual capability through coaching, feedback, and regular one-on-ones.
• Managing hybrid team performance: Driving strong performance and development across both remote and in-office team members, communicating effectively across channels, and fostering an inclusive team culture regardless of work location.
• Overseeing workforce planning: Aligning team composition with business needs through effective recruitment, retention, performance management, reward, and succession planning.
• Promoting a safe workplace: Proactively identifying hazards and encouraging safe work practices across the team.
• Driving customer engagement: Prioritising installations to meet business objectives and sales targets, and maximising sales potential through onsite visits and demonstrations.
• Coordinating installations and training: Taking ownership of installation and training coordination for customers, working closely with team members and stakeholders.
• Resolving customer issues: Maintaining ownership of outstanding tasks and issues, communicating closely with customers throughout the resolution process, and acting as an escalation point for Customer Service when required.
• Managing leave and coverage: Monitoring leave requirements to ensure adequate business coverage and managing absenteeism in line with attendance guidelines.
• Gauging customer experience: Conducting customer visits post-installation to gather feedback and identify opportunities to improve processes and service delivery.
• Driving continuous improvement: Identifying opportunities to enhance service delivery, working with management and teams to review and refine processes and policies on an ongoing basis.
• Managing deployment boards and billing: Overseeing QLD deployment service boards, creating and allocating installation projects, and coordinating billing for applicable service tickets and projects.

Who are they looking for?

• Demonstrated leadership ability: A genuine track record of leading and developing high-performing teams.
• Team development experience: Solid experience coaching and developing team members to build their skills and confidence.
• Relevant technical or management background: Technical or management experience relevant to a service delivery or technology environment.
• Strong communicator: Excellent written and verbal communication skills.
• Customer-focused mindset: A strong drive for customer satisfaction and a genuinely proactive, customer-centric approach to leadership.
• Recruitment and onboarding experience: Experience recruiting and onboarding new team members.
• Pharmacy knowledge (highly regarded): An understanding of pharmacy operations and workflows would be highly regarded, though not essential.

Why you should consider this opportunity?

We offer an attractive remuneration package and other benefits, such as:

• A salary of $140,000-$150,000 incl Super
• Hybrid working arrangements, based in Brisbane, with occasional on-site visits as required
• The opportunity to lead a technical team within a genuinely customer-focused culture
• Access to LinkedIn Learning to support ongoing skill development
• Recognition and rewards through an internal rewards program, including exclusive retail discounts and savings on a range of telco services
• 16 weeks' paid, gender-equal parental leave with a flexible "do it your way" approach
• Free 24/7 professional wellbeing support for employees and their families

We welcome applications from proactive, customer-focused leaders ready to drive strong outcomes for both their team and customers.

All information received will be kept strictly confidential and will be used only for employment-related purposes.