Service Delivery Team Leader Managed Services · Derby ·

Become a change maker and join Node4. Node4 has a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us. So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.

As a Service Delivery Team Leader, you will oversee a team of Service Delivery Managers and Service Delivery Coordinators to ensure the delivery of exceptional service to clients. In this role, you may deputise for the Head of Service Delivery and act as an active member of the Change Approval Board. You will develop and implement operational service management plans, mentor and support high-performing teams, and ensure full compliance with contractual obligations.

Your responsibilities include:

• Providing actionable insights through meaningful metrics.
• Leading service review meetings.
• Managing escalations to maintain high levels of customer satisfaction.
• Driving performance against objectives and critical success factors.
• Enhancing client experience and strengthening stakeholder and relationship management.
• Managing technically complex customer accounts, coordinating efforts across multiple departments to meet service level agreements.
• Acting as the central point of contact for service delivery issues.
• Ensuring exceptional service for both new and existing customers.

Responsibilities:

• To provide a primary contact point to customers and Node4 stakeholders for service delivery related issues.
• Understand the services to be delivered and all commercial and contractual obligations for your aligned accounts.
• Produce and collate service performance documentation for aligned customers on a weekly/monthly or quarterly basis to agreed timelines, ensuring compliance with the Node4 brand.
• Provide analysis, insight and recommendations for service and customer satisfaction improvements based on the service performance data included in the Service Report packs.
• Arrange and take the lead role in all service review meetings, both regular and ad hoc.
• Ensure delivery of KPI’s and Service Level Agreements are in line with contractual obligations.
• Invoke escalation and jeopardy management procedures when needed to ensure that customer service issues are managed effectively and returned to standard operating service as quickly as possible.
• Agree, document, and ensure the subsequent delivery, of any customer Continuous Service Improvement Plans.
• Distribute customer facing Incident Reports as required, ensuring that any detailed technical explanations are communicated in such a way to enable full customer understanding.
• Contribute to any post incident investigation, including RCA, problem management and lessons learned.
• Initiating corrective action plans as required.
• Identify opportunities to solve customer business needs with Node4 technology solutions.
• Keep the customer informed of new product developments and services which may enhance new business opportunity.
• Due to the nature of the role, you may be required to support out of standard business hours activities according to business need.
• Manage multi service tower customers with technical and business process complexity.
• Work with Node4 Senior Management on any Service and Operational improvements required to improve the delivery of service and performance as required.
• Lead innovation and bring forward proposals for improvement and innovation for Service Delivery to the Head of Service Delivery.

What can we offer you?

• Hybrid Working
• Private Medical Insurance or Company Paid Health Cash Plan
• Employee Assistance Program
• 25 days holidays plus your birthday off
• Option to purchase additional holiday (up to 5 days)
• Company Pension Scheme
• Life Assurance x 4
• A diverse workforce
• Employee investment with Node4 training Academy
• Family savings and shopping discounts through the Node4 benefits portal.
• Discounted Gym Membership
• Modern facilities with open and welcoming breakout areas
• Company Social events
• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust. Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.