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- Tasks: Lead a team to deliver exceptional service and drive customer satisfaction.
- Company: Join Node4, a vibrant tech company focused on growth and innovation.
- Benefits: Enjoy hybrid working, private health insurance, and 25 days holiday plus your birthday off.
- Why this job: Be a change maker in a dynamic environment while developing your career.
- Qualifications: Experience in service delivery and strong leadership skills required.
- Other info: Join a diverse team with excellent career growth opportunities and fun social events.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Service Delivery Team Leader role at The NAV | 365 People (TNP, a Node4 Company). 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.
About the Role
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 act as a deputy for the Head of Service Delivery and be 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, and managing escalations to maintain high levels of customer satisfaction. You will be accountable for driving performance against objectives and critical success factors, enhancing client experience, and strengthening stakeholder and relationship management. Additionally, you will manage technically complex customer accounts, coordinating efforts across multiple departments to meet service level agreements, act as the central point of contact for service delivery issues, and ensure 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 adhoc.
- 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.
- To 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.
Service Delivery Team Leader employer: The NAV | 365 People (TNP, a Node4 Company)
Contact Detail:
The NAV | 365 People (TNP, a Node4 Company) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Team Leader
✨Tip Number 1
Network like a pro! Reach out to current employees at Node4 on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for your application process. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by researching Node4's values and recent projects. Show us that you’re not just interested in the role, but also in being part of our vibrant culture. Tailor your answers to reflect how you can contribute to our mission.
✨Tip Number 3
Practice common interview questions, especially those related to service delivery and team leadership. We want to see how you handle challenges and lead teams, so be ready to share specific examples from your past experiences.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in our minds as we make our decisions.
We think you need these skills to ace Service Delivery Team Leader
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Delivery Team Leader role. Highlight your relevant experience and skills that align with the job description, showing us why you're the perfect fit!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your ability to lead teams and improve service delivery. We love seeing quantifiable results that reflect your impact!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon unless it's relevant. We appreciate a well-structured application that’s easy to read!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at The NAV | 365 People (TNP, a Node4 Company)
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the services Node4 offers and the specific responsibilities of a Service Delivery Team Leader. Familiarise yourself with their operational service management plans and how they ensure compliance with contractual obligations.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in leading teams and managing complex customer accounts. Share specific examples of how you've mentored high-performing teams or handled escalations effectively to maintain customer satisfaction.
✨Prepare for Metrics and Analysis
Since the role involves providing actionable insights through meaningful metrics, brush up on how to analyse service performance data. Be ready to discuss how you've used metrics in the past to drive improvements in service delivery.
✨Engage with Questions
At the end of the interview, don’t hesitate to ask insightful questions about Node4’s approach to service delivery and innovation. This shows your genuine interest in the role and helps you gauge if the company culture aligns with your values.
