Service Delivery Lead (Intraday)

TN United Kingdom; Milton Keynes; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Service Delivery Lead to enhance operational efficiency within their Customer Experience team. This role involves leading a globally distributed team, focusing on Intraday management and resource optimization. You'll collaborate with senior leadership to meet service metrics and drive continuous improvement. The company offers a supportive environment with generous benefits, including flexible working arrangements and a commitment to employee well-being. Join this innovative firm to make a significant impact in a dynamic setting and help shape the future of customer experience.

Benefits

Generous paid leave

Dedicated mental health leave

Private medical insurance

Gym passes

Employee resource groups

26 weeks of paid parental leave

Employee Share Plan

Modern offices

Flexible working

Qualifications

• 3+ years of experience in Intraday management in a contact centre.
• Strong analytical skills for operational decision-making.

Responsibilities

• Lead real-time Intraday management to improve efficiency.
• Collaborate with leadership to meet response time targets.

Skills

Intraday leadership experience

Analytical mindset

Coaching and mentoring

Interpreting metrics

Collaboration skills

Tools

WFM tools/systems

Real-time performance dashboards

Job description

Service Delivery Lead (Intraday), Milton Keynes

Client: Xero

Location: Milton Keynes, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: e5c9cb64dfb7

Job Views: 6

Posted: 05.05.2025

Expiry Date: 19.06.2025

Job Description:

Our Purpose

At Xero, we’re here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights, and connecting businesses with the right data, advisors, and apps. When that happens, we’re not only making life better for small business, but also building a stronger economy that can change the world.

Xero’s Customer Experience (CX) team works together to provide 24/7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business.

We have an exciting opportunity for a Service Delivery Lead to join our CX Workforce team, responsible for supporting capacity planning, scheduling, and Intraday functions of workforce management for the CX team. This role involves leading a small, globally distributed team of Workforce Analysts across Australia, New Zealand, and the UK. You will be responsible for proactive Intraday planning, real-time resource management, resolving service-level gaps, and collaborating with CX Managers to ensure seamless service delivery.

What you'll do

• Lead Real-Time Intraday management to improve efficiency across CX resourcing, queues, and service metrics.
• Collaborate with CX Senior Leadership to deliver Response Time Targets/SLAs and regional requirements.
• Review trends with CX Managers and implement improvements for Intraday accuracy.
• Support the development and growth of your team of Workforce Analysts.
• Implement and sustain a comprehensive Real-time Intraday Framework to optimize processes and operational efficiency.
• Make resourcing decisions to adapt to workload fluctuations across different service channels.
• Develop operational solutions to optimize specialist and senior resourcing and stakeholder engagement.
• Lead contingency plans for absenteeism, shrinkage, and demand surges or declines.

What you'll bring with you

• 3+ years of Intraday leadership experience in a contact centre environment.
• Strong skills in interpreting metrics and trends for resourcing and operational decisions.
• Analytical mindset with data-driven decision-making skills.
• Coaching and mentoring abilities.
• Experience with WFM tools/systems and real-time performance dashboards.
• Adaptability and experience working in dynamic environments.
• Strong relationship-building and collaboration skills.

Why Xero?

We offer generous paid leave, dedicated mental health leave, private medical insurance, gym passes, employee resource groups, 26 weeks of paid parental leave, an Employee Share Plan, modern offices, flexible working, and more — reflecting our commitment to valuing our people. Join us to do the best work of your life at Xero.