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Service Delivery Team Leader

Lancer Scott -
Bristol

Apply Now

Job details

Full-time
£30,000 a year
2 days ago

Qualifications

Operations management
Analysis skills
Project management
Contracts
Leadership

Full job description

Why work for us?

Established in 1998 Lancer Scott offers renowned high-quality construction projects and facilities management services, often competing and winning work from our much larger competitors. We are based in the heart of Bristol and have enjoyed significant success, particularly in the last 4 years with turnover increasing from £56 million in 2020 to £125 million in 2025.

To ensure our business remains fully supported we are investing into our people strategy and infrastructure to give our employees the tools to perform to the best of their ability. If you would like to join a rapidly expanding business that can offer up good opportunities for career development and professional personal growth, you should apply today and let’s talk.

Job Details

What will be my core responsibilities?

To support the Head Service Delivery and supervise efficient running of Service Delivery Teams. Providing excellent customer service and support to our clients, Account Managers, and our supply chain partners. Focusing on the daily management of the Service Delivery Team’s performance and delivering or exceeding our customer SLA’s, KPIs along with set targets and objectives.

Direct line reports for Contract Support.
Identify issues and pro-actively offer solutions to improve performance.
Accountable for the effective supervision of the Service Delivery Team, ensuring calls are answered, calls logged accurately and promptly within timescale set, that all information held within our internal CAFM system is correct, procedures are written and that the processes are followed.
Completing checks to ensure accuracy of tasks and real time position. Reporting on Team stats and targets set by Head of Service Delivery.
Have a comprehensive understanding of all FM Contracts.
Use analytical skills to monitor call handling performance and productivity, take action to resolve any issues.
Ensure an excellent standard of customer service is always delivered.
Ensure that the Service Delivery Team are adequately skilled and that all training requirements identified are completed.
Develop working relationships & improve communication with the Service Delivery Team.
Develop strong working relationships with our FM clients, Management team, Account / Contracts Managers, LS Engineers and supply chain.
Cover Head of Service Delivery duties when required.
To manage expectations and timelines for the customer and all internal stakeholders through clear communication
To assist Account Managers / Contracts Managers to provide support with tracking and closing individual cases as and when the business requires.
To ensure all documentation meet with the business process requirements, company compliance standards and company associated guidelines.
Carry out Ad hoc duties as assigned by Head of Service Delivery.

What skills and experience do I need to be successful in this role?

Recognised trade qualification or management qualification in FM.
5+ years of experience in service delivery, operations management, or a similar.
Proven leadership experience in managing teams across multiple locations.
Strong problem-solving, decision-making, and project management skills.
Excellent communicator at all levels, both internally and externally.

We are an equal opportunities employer committed to creating a diverse and inclusive environment and welcome applications from all suitably qualified candidates.

Building Communities at Lancer Scott

At Lancer Scott, we’re committed to giving back through hands-on support, funding, and partnerships that create lasting impact. We've helped deliver projects like East Street Mews, providing housing for young homeless people, and revitalised community spaces such as the East Looe Hub and a Scouts hut in Gloucestershire. Our partnership with Community of Purpose enables us to support initiatives like the Bristol Young Heroes Awards and the Break Free Programme, giving young people opportunities to thrive.

Join us at Lancer Scott, where your work helps strengthen communities.

Apply Now

Refine Your Search

construction team leader jobs in emersons green, bst

Service Delivery Team Leader

Electrical Team Leader

Team Leader- Warehouse

Project Manager (Regional Design Lead)

Development Lead Technician

Lead Generator - Weston Super Mare

Principal Project Manager – Auxiliary Boiler Building Lead

Quality Management Lead

Lead Operative (Traffic Management)

Quality Management Lead: Civils

Engineering Sequence Lead

Lead SHEQ Advisor

Defence Sector Lead - WSP Architecture

HVAC Mechanical Construction Lead

Hydropower Lead

Mechanical Contract Lead – Nuclear Access Systems

Technical Director, Capture Management Lead - Water

Work Winning Lead - Water

Hydraulic Modelling Lead

Process Engineering Design Lead

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