AI-Driven Customer Delivery Leader

Vesta Software Group; Wallingford; On-site; GBP 55,000 - 75,000; Full time

Job summary

Jonas Event Technology UK is seeking a Customer Delivery Team Leader to guide the Customer Delivery Team, ensuring efficient delivery of proactive event deliverables and reactive customer support for organiser and exhibitor customers.

You will oversee ticket queues, implement AI tools, balance human and automated work, and report on performance. This role sits within Jonas Software's Showdata unit and reports to the Managing Director.

Qualifications

• Experience leading a customer support, service delivery, or operations team in a queue/ticket-based environment.
• Interest in applying AI and automation tools to operational workflows.
• Strong organisational skills with ability to prioritise tickets, tasks, and team capacity.
• Experience with support/ticketing tools or equivalent systems.
• Experience line-managing a small, multi-disciplinary team is an advantage.
• Autonomy in reporting to senior management and a good understanding of business performance metrics.
• Numerate with an understanding of P&L and revenue recognition is advantageous.

Responsibilities

• Lead and develop the Customer Delivery Team, managing the shared queue of support tickets and event deliverables.
• Own the escalation path for complex or high-risk issues and act as point of escalation.
• Identify, trial and embed AI tools within ticket workflow and deliverables work to increase capacity.
• Review workload allocation across the team and balance human and AI effort.
• Oversee the Digital Systems Team and forms/DST deliverables pipeline along with ticket work.
• Coordinate with Customer Success Managers and Account Directors to align operations with commercial goals.
• Provide internal reporting on billability, utilisation, backlog, and performance targets.
• Line-manage the Business Administrator and plan cover for peak periods and staff absence.
• Attend project kickoffs, handovers, and meetings; contribute to continuous process improvements.

Job description

Jonas Event Technology UK is seeking a Customer Delivery Team Leader to guide the Customer Delivery Team, ensuring efficient delivery of proactive event deliverables and reactive customer support for organiser and exhibitor customers.

You will oversee ticket queues, implement AI tools, balance human and automated work, and report on performance. This role sits within Jonas Software's Showdata unit and reports to the Managing Director.