Service Delivery Lead

Crg Tec; Cambridgeshire and Peterborough; On-site; GBP 19,000 - 32,000; Full time

Benefits offered by this job

Private healthcare

25 days holiday + bank holidays

Wider company benefits

Job summary

Crg Tec is seeking a Service Delivery Lead (Telecoms) in Peterborough to oversee a growing customer service and operations team. You will manage end-to-end flow from sales handover to installation and ongoing service, staying close to customers and day-to-day operations.

You will own escalations and ensure high-value relationships are maintained while coordinating with internal and third-party teams. Lead, coach, and allocate responsibilities to deliver consistent service levels.

Qualifications

• Experience leading service delivery teams in telecoms, IT, or connectivity.
• Strong customer-facing skills and ownership of issues.
• Excellent organisation and escalation handling.

Responsibilities

• Oversee new customer orders from sales handover to installation.
• Coordinate with internal teams and third parties to resolve delays.
• Be the first point of escalation when things go wrong and restore customer relationships.
• Lead the day-to-day team, assign tasks, coach peers, and maintain service levels.

Skills

Customer service

Team leadership

Operations coordination

Stakeholder management

Tools

CRM systems

Job description

Service Delivery Lead (Telecoms)

Base Salary: Up to £32,000

Benefits: Up to 10% bonus, private healthcare, 25 days holiday + bank holidays and wider company benefits

Location: Peterborough

Working Pattern: Monday to Friday, full-time office based

The opportunity:

If you re currently working in customer service, service delivery or operations and want more ownership, this could be a good next step.

We re working with a growing connectivity business in Peterborough looking for someone to lead the team responsible for its enterprise customers, from initial sales handover and installation through to ongoing service.

It s a hands-on role where you ll stay close to the customers and day-to-day operation, making sure these higher-value relationships are looked after properly.

Day to day

You ll oversee new customer orders coming across from sales, making sure ownership is clear, installations are progressing and customers are kept proactively updated.

You ll work with internal teams and third parties to resolve delays or issues, while keeping an eye on workloads and engineer booking capacity.

When something goes wrong, you ll be the first point of escalation, taking ownership of the issue and helping get the customer relationship back on track.

You ll also lead the day-to-day team, allocating responsibilities, coaching people and making sure a consistent level of service is being delivered.

Who we are looking for

You could already be a Customer Service Team Leader, Service Delivery Team Leader or Service Operations Team Leader within telecoms, IT, connectivity, engineering or another service-led environment.

Equally, you might be an experienced Service Delivery Coordinator or Customer/Account Coordinator who already owns customer relationships and escalations and is ready to step up.

You don t need to be deeply technical. What matters is that you re good with customers, organised, commercially aware and comfortable taking ownership when something isn t going to plan.