Service Delivery Lead - Contracts

Lancer Scott Ltd.; West of England; Hybrid; GBP 40,000 - 52,000; Full time

Job summary

Lancer Scott Ltd. is seeking a Service Delivery Team Lead to supervise a dedicated team and ensure the efficient running of daily operations. You will focus on meeting customer SLAs, KPIs and driving performance across the team. The role requires strong mentoring, stakeholder communication and a solid understanding of facilities management services.

You will mentor staff, analyse performance, and coordinate with Account Managers to ensure timely and accurate responses to clients.

Qualifications

• Experience in a call centre or helpdesk environment.
• Experience mentoring, coaching, training and developing team members.
• Knowledge of provision of Facilities Management Services and what this entails.
• Strong communication skills with stakeholders.
• Analytical ability with reporting and data handling.

Responsibilities

• Supervise the Service Delivery Team to meet SLA and KPIs.
• Provide coaching through monthly 1:1s and objective setting.
• Monitor call handling performance and take corrective action.
• Ensure contract requirements are met and timelines are managed.
• Assist with tracking and closing cases alongside Account Managers.
• Escalate client concerns to Head of Service Delivery when needed.

Skills

Call centre experience

Mentoring & coaching

Facilities management knowledge

Stakeholder communication

Analytical mindset

Data analysis & reporting

Decision making

Tools

CAFM system

Job description

Lancer Scott Ltd. is seeking a Service Delivery Team Lead to supervise a dedicated team and ensure the efficient running of daily operations. You will focus on meeting customer SLAs, KPIs and driving performance across the team. The role requires strong mentoring, stakeholder communication and a solid understanding of facilities management services.

You will mentor staff, analyse performance, and coordinate with Account Managers to ensure timely and accurate responses to clients.