DaaS Service Lead

Bytes Software Services; Leatherhead; On-site; GBP 70,000 - 90,000; Full time

Job summary

Bytes Software Services is seeking a DaaS Service Lead to shape the delivery of Device as a Service, driving governance, workflow optimisation and operational excellence. You will lead the DaaS team, collaborate with stakeholders and partners, and push for continuous improvement to enhance customer experience.

Ideally you bring experience in service operations or delivery, strong documentation skills and a proactive approach to improving service outcomes within a growing DaaS function.

Qualifications

• Experience in service operations, service delivery or customer support environments.
• Strong process documentation skills and ability to explain end-to-end workflows.
• Ability to identify inefficiencies and opportunities for continuous improvement.

Responsibilities

• Provide visible day-to-day leadership, coaching and guidance to the DaaS operational team.
• Monitor workloads, service performance, aged tickets and SLA adherence; take action where required.
• Drive process improvements, workflow optimisation and automation to improve efficiency and service quality.
• Develop and maintain clear process documentation, knowledge-sharing frameworks and governance.
• Promote adoption and continual improvement of the DaaS procurement portal across teams.
• Collaborate with internal stakeholders, customers and partners to ensure successful service delivery.
• Use performance data and knowledge transfer initiatives to strengthen team capability.
• Support reduction of operational risk by improving process consistency.

Skills

Leadership

Process improvement

Stakeholder engagement

Communication

Operational governance

Problem-solving

Job description

Great service delivery is built on strong operational leadership, consistent processes and a relentless focus on the customer experience. As organisations increasingly adopt Device as a Service (DaaS) solutions, the need for effective service governance, workflow optimisation and operational excellence continues to grow.

This role is about far more than managing day-to-day operations. It's about shaping how a growing DaaS function delivers value to customers, improves efficiency and creates a culture of accountability, collaboration and continuous improvement. If you enjoy leading teams, improving processes and driving service excellence, this is an opportunity to make a genuine impact.

Mission

This role exists to support and develop the Device as a Service function, ensuring services are delivered consistently, efficiently and in line with customer expectations.

As DaaS Service Lead, you will provide operational leadership, enhance end-to-end process knowledge, improve workflow management and strengthen service governance across the function. You'll work closely with internal teams, customers and external partners to drive continuous improvement, increase operational maturity and support an exceptional customer experience.

What You Will Deliver Within The Role

• Provide visible day-to-day leadership, coaching and guidance to the DaaS operational team.
• Monitor workloads, service performance, aged tickets and SLA adherence, taking action where required.
• Drive process improvements, workflow optimisation and automation initiatives to improve efficiency and service quality.
• Develop and maintain clear process documentation, knowledge-sharing frameworks and operational governance.
• Champion adoption and continual improvement of the DaaS procurement portal across relevant teams.
• Collaborate with internal stakeholders, customers and external partners to ensure successful service delivery.
• Use performance data, skills matrices and knowledge transfer initiatives to strengthen team capability.
• Support the reduction of operational risk by improving process consistency and reducing reliance on individuals.
• Promote a customer-focused culture centred on accountability, communication and service excellence.
• Contribute to the ongoing development and maturity of the DaaS function within Bytes.
• Previous experience in service operations, service delivery or customer support environments.
• Experience coordinating workloads, supporting team performance and driving operational improvements.
• Strong process documentation skills with the ability to understand and explain end-to-end operational workflows.
• Ability to identify inefficiencies, knowledge gaps and opportunities for continuous improvement.
• Excellent communication skills with the confidence to engage effectively with internal and external stakeholders.
• A customer-focused mindset with a commitment to quality, consistency and service excellence.
• Strong organisational skills, attention to detail and ability to manage competing priorities.
• Demonstrable leadership qualities with a proactive and accountable approach to work.
• Strong problem-solving skills and confidence making operational decisions.
• A passion for continuous learning, collaboration and improving service outcomes.

Why Bytes

At Bytes, you'll join an organisation where people, innovation and customer success are at the heart of everything we do.

This is an exciting opportunity to play a key role in the evolution of a growing Device as a Service function, helping shape processes, improve operational effectiveness and influence how services are delivered across the business. You'll work closely with a wide network of stakeholders while developing your leadership, operational and service management expertise.

We encourage ownership, collaboration and professional development, providing the support and opportunities needed to further your career while making a meaningful impact on both our customers and our business.

Please note: We are only accepting applications from candidates who are currently based in the UK and have the unrestricted right to work in the UK. Unfortunately, we are unable to consider overseas applications or provide sponsorship for this position.