Customer Delivery Lead - AI-Driven Support

Jonas Event Technology; Wallingford; On-site; GBP 65,000 - 88,000; Full time

Job summary

Jonas Event Technology UK is seeking a Customer Delivery Team Leader to head the Customer Delivery Team, ensuring efficient handling of proactive event deliverables and reactive customer support. You’ll integrate AI tools within workflows and guide a multi-disciplinary team including Digital Systems and Business Administration.

You will drive performance, establish escalations, and partner with Customer Success Managers to align operations with commercial goals, while reporting on key metrics

Qualifications

• Experience leading a customer support, service delivery, or operations team.
• Interest in applying AI and automation to operational workflows.
• Strong organisational skills to prioritise concurrent tickets, tasks, and capacity.
• Experience with support/ticketing tools or systems.
• Experience line-managing a small, multi-disciplinary team.
• Comfortable working autonomously, reporting to leadership.
• Numerate with understanding of P&L and revenue recognition (advantage).

Responsibilities

• Lead and develop the Customer Delivery Team, managing the shared queue of support tickets and deliverables for organiser and exhibitor customers.
• Own the escalation path for complex or high-risk issues.
• Identify, trial and embed AI tools within support workflows and Forms/DST deliverables.
• Review workload allocation across the team, balancing human and AI effort.
• Oversee the Digital Systems Team and Forms/DST deliverables pipeline.
• Collaborate with Customer Success Managers and Account Directors to align support with commercial goals.
• Provide internal reporting on billability, utilisation, and backlog to inform performance targets.
• Manage the team’s backlog and flag capacity risks early.
• Report to the Managing Director on performance metrics and capacity.
• Line-manage the Business Administrator and plan coverage for peak periods.
• Attend project kickoffs and internal handovers.
• Contribute to continuous improvement of the ticket/task allocation process as AI capability matures.

Skills

Team leadership

AI & automation

Organisational skills

Ticketing tools

People management

Autonomy

Financial acumen

Job description

Jonas Event Technology UK is seeking a Customer Delivery Team Leader to head the Customer Delivery Team, ensuring efficient handling of proactive event deliverables and reactive customer support. You’ll integrate AI tools within workflows and guide a multi-disciplinary team including Digital Systems and Business Administration.

You will drive performance, establish escalations, and partner with Customer Success Managers to align operations with commercial goals, while reporting on key metrics