Service Team Leader

Job Title: Service Team Leader Reporting to: Head of Customer Success

About Us

We are a fast-paced leader in end-of-life IT Asset Management, managing technology and data securely and sustainably. Our services support customers across desktop refresh programmes, data centre and cloud migration projects, and ongoing IT disposal requirements, with a strong focus on data security, compliance, reuse and social value.

Our Mission

We are committed to delivering social value through end-of-life IT, providing second chances for both equipment and people. Through innovation, sustainability and excellent service, we aim to create positive outcomes for our customers, communities and colleagues.

Role Overview

The Service Delivery Manager is responsible for leading the day-to-day customer service and service management function, ensuring customer requirements move smoothly from request through to operational delivery and completion.

This is a hands-on player-coach role. You will manage, train and develop the team while remaining actively involved in service coordination, complex queries and escalations. You will work alongside Customer Success as a separate but closely aligned function, enabling Customer Success to focus on strategic relationships, retention and growth while Service Delivery maintains consistent operational execution and communication.

Reporting to the Head of Customer Success and working as part of the Service Management Team, you will collaborate closely with Sales, Operations, Logistics and Compliance. Practical knowledge of IT equipment and IT asset lifecycle services would be advantageous.

Key Responsibilities

Team Leadership, Training & Development

• Lead the day-to-day customer service and service management function, setting clear priorities and service expectations.

• Coach, train and mentor team members through regular one-to-ones, quality reviews, side-by-side support and practical feedback.

• Remain hands-on in the workload, stepping into service coordination, customer communication and issue resolution.

• Support recruitment, onboarding, induction and ongoing skills development for new and existing colleagues.

• Allocate work effectively, monitor capacity and ensure cover is maintained across the function.

• Promote a culture of ownership, collaboration, professionalism and continuous improvement.

Service Delivery Management

• Oversee customer requests, bookings, orders and service activities from quotation through to completion.

• Ensure clear, accurate and timely communication is maintained with customers and internal teams throughout service delivery.

• Monitor service requests, internal actions and operational dependencies to reduce delays and prevent issues from being missed.

• Maintain high standards of CRM accuracy, order processing, documentation and customer records.

• Ensure agreed procedures, service standards and compliance requirements are consistently followed.

• Provide the Head of Customer Success and wider Service Management Team with visibility of delivery risks, recurring issues and priorities.

Escalation & Issue Resolution

• Act as the senior day-to-day escalation point for complex customer service and delivery issues.

• Take ownership of issues through to resolution, coordinating actions across relevant internal teams.

• Maintain calm, professional and transparent communication where delivery does not go to plan.

• Identify root causes and recurring themes, then implement corrective actions, training or process improvements.

• Escalate material commercial, compliance or relationship risks to the Head of Customer Success at the appropriate stage.

Cross-Functional Collaboration

• Work alongside Customer Success to support smooth onboarding, service delivery and resolution of operational concerns.

• Partner with Sales to ensure customer requirements, commitments and service expectations are clearly handed over.

• Collaborate with Operations, Logistics and Compliance to coordinate delivery and remove operational barriers.

• Contribute as an active member of the Service Management Team, supporting service planning and business-wide improvements.

What We’re Looking For

Essential Experience & Skills

• Experience supervising or managing a customer service, service delivery or operational support team.

• Proven ability to coach, train and develop customer-facing colleagues. • Strong experience handling escalations and resolving complex service issues. • Excellent written and verbal communication, with the confidence to engage

with customers and internal stakeholders. • Strong organisation, prioritisation and problem-solving skills in a fast-paced

environment. • Experience using CRM systems, Microsoft Office and structured service

processes. • A hands-on leadership style with the ability to balance team management

and operational delivery.

Desirable Experience

• Knowledge of IT hardware, IT asset lifecycle services, IT Asset Disposition, data destruction or technology recycling.

• Experience in a B2B service environment involving logistics, field operations or multiple delivery teams.

• Experience developing service procedures, training materials, quality measures or performance reporting.

• Awareness of data security, GDPR, WEEE or relevant compliance requirements.

Measures of Success

• Consistent service standards and effective management of day-to-day delivery.

• Timely and professional resolution of customer service issues and escalations.

• Improved capability, confidence and accountability across the customer service team.

• Accurate CRM records, documentation and operational handovers. • Reduction in recurring service issues through effective root-cause action. • Positive collaboration between Service Delivery, Customer Success and

operational teams.