Team Leader

Lancer Scott Holdings Ltd; Bristol; On-site; GBP 45,000 - 60,000; Full time

Job summary

Lancer Scott is seeking a Service Delivery Manager to lead the Service Delivery Team across multiple sites. You will supervise operations, monitor performance and drive continuous improvement to deliver excellent service.

You will collaborate with Contract Managers, accounts, and internal teams to ensure service levels, training, reporting and compliance with process guidelines, while building strong client relationships.

Qualifications

• 5+ years of experience in service delivery, operations management or similar.
• Proven leadership experience across multiple locations.
• Strong problem-solving, decision-making and project management skills.

Responsibilities

• Direct line reports for Contract Support.
• Identify issues and proactively offer solutions to improve performance.
• Supervise the Service Delivery Team to ensure calls are answered, logged, and within timescales.
• Ensure CAFM data accuracy and that processes are followed.
• Report team stats and targets to Head of Service Delivery.
• Maintain comprehensive understanding of FM contracts.
• Monitor call handling performance and resolve issues.
• Maintain excellent customer service standards.
• Ensure Service Delivery Team are adequately skilled and trained.
• Develop relationships with the Service Delivery Team and clients.
• Cover Head of Service Delivery duties when required.
• Communicate timelines and manage customer expectations.
• Assist Account Managers with tracking and closing cases.
• Ensure documentation meets process requirements and guidelines.
• Carry out ad hoc duties as assigned.

Skills

Service delivery experience

Team leadership across locations

Problem-solving and project management

Education

Recognised trade qualification or management qualification in FM

Job description

Why work for us?

Established in 1998 Lancer Scott offers renowned high-quality construction projects and facilities management services, often competing and winning work from our much larger competitors. We are based in the heart of Bristol and have enjoyed significant success, particularly in the last 4 years with turnover increasing from £56 million in 2020 to £125 million in 2025.

To ensure our business remains fully supported we are investing into our people strategy and infrastructure to give our employees the tools to perform to the best of their ability. If you would like to join a rapidly expanding business that can offer up good opportunities for career development and professional personal growth, you should apply today and let’s talk.

What will be my core responsibilities?

• Direct line reports for Contract Support.
• Identify issues and pro-actively offer solutions to improve performance.
• Accountable for the effective supervision of the Service Delivery Team, ensuring calls are answered, calls logged accurately and promptly within timescale set, that all information held within our internal CAFM system is correct, procedures are written and that the processes are followed.
• Completely checks to ensure accuracy of tasks and real time position. Reporting on Team stats and targets set by Head of Service Delivery.
• Have a comprehensive understanding of all FM Contracts.
• Use analytical skills to monitor call handling performance and productivity, take action to resolve any issues.
• Ensure an excellent standard of customer service is always delivered.
• Ensure that the Service Delivery Team are adequately skilled and that all training requirements identified are completed.
• Develop working relationships & improve communication with the Service Delivery Team.
• Develop strong working relationships with our FM clients, Management team, Account / Contracts Managers, LS Engineers and supply chain.
• Cover Head of Service Delivery duties when required.
• To manage expectations and timelines for the customer and all internal stakeholders through clear communication.
• To assist Account Managers / Contracts Managers to provide support with tracking and closing individual cases as and when the business requires.
• To ensure all documentation meet with the business process requirements, company compliance standards and company associated guidelines.
• Carry out Ad hoc duties as assigned by Head of Service Delivery.

What skills and experience do I need to be successful in this role?

• Recognised trade qualification or management qualification in FM.
• 5+ years of experience in service delivery, operations management, or a similar.
• Proven leadership experience in managing teams across multiple locations.
• Strong problem-solving, decision-making, and project management skills.
• Excellent communicator at all levels, both internally and externally.

We are an equal opportunities employer committed to creating a diverse and inclusive environment and welcome applications from all suitably qualified candidates.