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- Tasks: Lead and enhance customer service delivery while managing key service relationships.
- Company: Join Sepura, a leader in critical communications technology.
- Benefits: Competitive salary, career growth, and hands-on experience in a dynamic environment.
- Other info: Office-based in Cambridge with opportunities for travel and professional development.
- Why this job: Make a real impact by improving customer services in a tech-driven role.
- Qualifications: Experience in technical service delivery and strong communication skills required.
The predicted salary is between 50000 - 65000 £ per year.
We are on the lookout for a Service Lead to join Sepura's Service Operations. The Service Lead plays a key role within Sepura’s Service Operations function, with responsibility for the coordination, delivery, and ongoing development of in‑life customer services. The role manages service relationships to ensure contracted services are delivered in line with agreed service levels, operational requirements, and commercial commitments. This is a hands‑on operational role requiring strong technical understanding, structured service management capability, and confident engagement with customers and internal stakeholders.
Customer Service Delivery
- Proactively manage technical service delivery in coordination with customers, partners, and internal teams across Sepura.
- Lead service review activities, including performance reporting, issue review, and improvement planning.
- Develop and maintain strong service relationships, acting as a trusted point of contact for key customer accounts.
- Ensure the service delivery performance and reporting to customers, supporting the delivery against agreed SLAs and service commitments.
- Communicate clearly and confidently with technical and commercial stakeholders, both internally and externally.
Service Framework Development
- Lead initiatives for the development and ongoing improvement of customer service frameworks, with a particular focus on supporting the operations teams developing SaaS based service models for Sepura’s evolving product portfolio.
- Coordinate with teams for the successful service onboarding and transition activities as new customers or services enter support.
- Ensure service activities are delivered in accordance with Sepura procedures, quality requirements, and contractual obligations.
Technical Capability
- Work in partnership with customers and internal teams to understand the technical implementations of customer and internal operations and develop service improvements.
- Maintain strong technical proficiency across Sepura’s product portfolio and its deployment across multiple industries.
- With a background in SaaS service delivery, support service operations teams to developing the service framework for Sepura’s next generation of products.
- Continuously develop technical skills and product knowledge to support effective service leadership.
Day to Day
Our customer base includes many different industries and markets around the world. Our complete TETRA and LTE solutions have been developed specifically for users in multiple sectors to face their critical communications challenges. On a day‑to‑day basis, the Service Lead works within Sepura’s Service Operations team, collaborating closely with technical, commercial, and operational colleagues to ensure consistent and effective delivery of customer services. The role involves routinely reviewing service performance, supporting the resolution of service issues, engaging with customers on operational matters, and coordinating internal activities to maintain service continuity and quality. The Service Lead contributes to service planning, reporting, and improvement activities, ensuring that customer and internal expectations are clearly understood and managed. The role is based at Sepura’s Cambridge headquarters and is office based. Regular travel to customer sites to support service delivery and customer relationships is expected. UK security clearance is required.
What you need to succeed
This is a practical, hands‑on role that requires a strong ability to work with technical teams and experience of managing services with a commercial focus. Candidates must be able to demonstrate:
- Experience in a technical service delivery role in a commercial/B2B environment through working within a hi‑tech product development organisation.
- Proven end‑to‑end ownership of the definition, deployment, and onboarding of SaaS‑based services for business customers, with accountability for service readiness, customer adoption, and in‑life support transition.
- Ownership and success of responsibility for managing services to report on and deliver to customer SLAs.
- Excellent written and verbal communication skills.
- Experience of working within a commercial software/hardware product development lifecycle.
- Structured methodical approach to problem solving.
- Ability to build strong relationships with customers and internal teams alike.
Desirable
- Experience in working with digital radio communication networks and associated technologies (e.g. TETRA, GSM/3G/LTE, Bluetooth) and equipment (e.g. spectrum analysers, air interface diagnostic/logging tools).
- Knowledge of Sepura’s products.
- Background in project management and delivery of PMR systems from system planning through to acceptance and in‑life maintenance.
- Service or project management qualifications (e.g. ITIL, APM, Prince 2).
- Multi‑lingual.
- Background in training delivery, having delivered technical training courses to customers.
Essential
- Track record of delivering first‑class results to tight deadlines.
- Strong analytical ability with a consistent and methodical approach.
- Self‑starter, able to research, identify, plan and implement.
- Team player.
- Good attention to detail.
- Focus on continuous improvement.
Service Lead in Cambridge employer: Sepura plc.
Contact Detail:
Sepura plc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Lead in Cambridge
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Service Lead role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your technical expertise and experience in service delivery. Be ready to share specific examples of how you've managed services and improved customer satisfaction.
✨Tip Number 3
Prepare for interviews like it’s game day! Research Sepura and understand their products and services inside out. Think about how your background in SaaS and service management aligns with their needs, and be ready to discuss how you can contribute to their success.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. So, go ahead and submit your application today!
We think you need these skills to ace Service Lead in Cambridge
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Lead role. Highlight your experience in technical service delivery and how it aligns with Sepura’s needs. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves engaging with customers and internal stakeholders, it's crucial to demonstrate your excellent written communication skills. Use clear and confident language in your application to reflect your ability to communicate effectively.
Highlight Relevant Experience: Don’t forget to mention any experience you have with SaaS-based services or managing service relationships. We’re looking for candidates who can show end-to-end ownership of service delivery, so make that front and centre in your application.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates about the process. Let’s get started on this journey together!
How to prepare for a job interview at Sepura plc.
✨Know Your Stuff
Make sure you have a solid understanding of Sepura’s products and services, especially in relation to SaaS delivery. Brush up on technical details and be ready to discuss how your experience aligns with the role's requirements.
✨Showcase Your Communication Skills
Since this role involves engaging with both technical and commercial stakeholders, practice articulating complex ideas clearly and confidently. Prepare examples of how you've successfully communicated with customers and internal teams in the past.
✨Demonstrate Problem-Solving Ability
Be ready to share specific instances where you've tackled challenges in service delivery. Highlight your structured approach to problem-solving and how it led to successful outcomes, particularly in a B2B environment.
✨Build Rapport
During the interview, focus on building a connection with your interviewers. Show that you can develop strong relationships with customers and internal teams by sharing relevant experiences and demonstrating your interpersonal skills.