DaaS Service Lead in Leatherhead

The DaaS Service Lead supports the effective day-to-day operation and continued improvement of the Device as a Service function. The position provides operational leadership, strengthens end-to-end process knowledge, promotes consistent ways of working and supports delivery of positive customer experience. The position leads improvements across workflow management, process documentation, knowledge sharing, service performance and procurement portal adoption. It works closely with internal teams, customers and external partners to ensure DaaS services are understood, appropriately governed and delivered consistently.

KEY RESPONSIBILITIES:

• Team leadership and performance: Provide visible day-to-day leadership, clear guidance and regular one-to-one support to the DaaS operational team. Allocate work fairly, monitor individual and team performance, recognise success and address or escalate concerns promptly. Promote accountability, effective communication, engagement and a consistent customer-focused culture.
• Service operations, governance and continuous improvement: Oversee workloads, aged tickets, SLAs, customer satisfaction and operational performance, taking action where service is at risk. Maintain strong end-to-end DaaS lifecycle knowledge and ensure processes, workflows and contractual requirements are clearly documented and governed. Identify and deliver workflow, process and automation improvements that increase efficiency, consistency and service quality. Use performance data, skills matrices, process champions and structured knowledge sharing to address capability gaps and reduce reliance on individuals.
• Procurement portal ownership: Champion effective use of the DaaS procurement portal and ensure relevant teams are competent in its operation. Maintain portal documentation, gather operational feedback and coordinate improvements aligned to customer requirements. Identify and develop opportunities for wider internal, partner and future external adoption.
• Personal leadership and development: Demonstrate confidence, constructive leadership and ownership of priorities, learning and development. Continue developing DaaS expertise, presentation, conflict-resolution and stakeholder-management capability, using feedback to improve effectiveness.

WIDER TEAM NETWORK:

• Internal: DaaS and BMW Operations; Services Platform & Application management; internal process owners and subject-matter experts; SJP stakeholders; procurement portal stakeholders; customer-facing operational and service teams.
• External: Customers and external service partners, including AvePoint and Core.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

• Service operations and customer-support experience.
• Ability to understand, document and explain end-to-end operational processes.
• Experience coordinating workloads and supporting team performance.
• Ability to identify inefficiencies, knowledge gaps and service blockers.
• Strong written communication and process-documentation capability.
• Confidence working with internal stakeholders and external partners.
• Customer-focused approach with an emphasis on quality and consistency.
• Strong ownership, prioritisation and attention to detail.

ESSENTIAL ROLE-SPECIFIC KNOWLEDGE:

• DaaS service lifecycle and supporting operational processes.
• Customer onboarding, migrations, warranties, billing and service-exit processes.
• SJP DaaS contractual boundaries and service requirements.
• Procurement portal processes and workflows.
• Ticket, SLA and customer-satisfaction measures.
• Skills matrices, process documentation and knowledge-transfer methods.

CORE COMPETENCIES AND BEHAVIOURS:

• Visible and supportive leadership.
• Ownership and accountability.
• Proactive problem-solving and sound judgement.
• Clear and confident communication.
• Constructive stakeholder engagement.
• Customer focus and collaboration.
• Knowledge sharing and continuous improvement.
• Professional curiosity and willingness to learn.

MEASURES & GOALS:

• Operational performance: Team consistently meets operational targets; aged ticket backlog reduces; sustained improvement in SLA performance.
• Customer experience: Positive CSAT scores and customer feedback; service issues are resolved or escalated appropriately.
• Process governance: Clear, accurate and peer-reviewed process documentation is maintained and adopted.
• Team capability: Knowledge gaps are identified; process champions deliver knowledge transfer; knowledge coverage improves.
• Workload and leadership: Work is distributed fairly; blockers are escalated; regular one-to-ones and action records are maintained.
• Procurement portal: Increased competent use across relevant teams; workflows are documented; opportunities for wider adoption are identified.
• Stakeholder engagement: Positive feedback and effective working relationships with internal stakeholders, customers and partners.