Job Summary
Inmaa Business Services UK Ltd. is seeking an organised, service-focused, and proactive Service Delivery Team Leader to join our team in London.
As a Service Delivery Team Leader, you will lead day-to-day service-delivery activities, coordinate team workloads, support colleagues, monitor service levels, and help ensure client and customer requests are handled accurately and within agreed service expectations.
You will work closely with operations, client services, customer service, administration, technical support, project teams, and management to coordinate resources, manage escalations, review performance, and continuously improve service quality.
This position is suitable for candidates with experience in service delivery, customer operations, client services, BPO, managed services, shared services, professional services, or similar environments. Experienced Service Delivery Coordinators or Specialists who are ready to progress into team leadership are also encouraged to apply.
What You'll Do
- Lead day-to-day activities across the service-delivery team.
- Coordinate workloads, priorities, schedules, and incoming service requests.
- Allocate work based on service requirements and available resources.
- Provide practical guidance, coaching, and day-to-day support to team members.
- Monitor open cases, outstanding actions, backlogs, and service commitments.
- Help ensure requests are progressed within agreed service levels.
- Monitor SLAs, KPIs, response times, resolution times, productivity, and service-quality indicators.
- Support team members with complex client or customer requests.
- Act as an escalation point for routine service-delivery concerns.
- Coordinate higher-priority issues with operations, technical support, administration, project teams, and management.
- Maintain professional communication with clients and internal stakeholders.
- Support service-review meetings and operational discussions.
- Prepare service reports, dashboards, spreadsheets, and management updates.
- Analyse service volumes and operational trends to identify potential concerns.
- Support team scheduling, leave coverage, and day-to-day resource planning.
- Maintain accurate service-delivery records and operational documentation.
- Support onboarding and training of new team members.
- Provide constructive feedback, coaching, and knowledge sharing.
- Help maintain standard operating procedures, service documentation, templates, and knowledge resources.
- Support quality reviews and performance-improvement activities.
- Monitor recurring service issues and help identify potential root causes.
- Coordinate routine activities with suppliers or external service providers where applicable.
- Support implementation of new clients, services, workflows, and business systems.
- Identify opportunities to improve service quality, efficiency, and customer experience.
- Contribute to continuous improvement across service-delivery operations.
Requirements
- Previous experience in service delivery, customer operations, client services, BPO, managed services, shared services, professional services, or a related environment is preferred.
- Previous team-lead, senior specialist, senior coordinator, coaching, or mentoring experience is advantageous.
- Strong leadership and interpersonal skills.
- Strong organisational and workload-management abilities.
- Good written and verbal communication skills.
- Strong customer and client-service orientation.
- Ability to coordinate multiple priorities and changing service requirements.
- Good problem-solving, escalation-management, and follow-up abilities.
- Strong attention to detail and accurate reporting skills.
- Comfortable monitoring SLAs, KPIs, workloads, backlogs, and service performance.
- Ability to interpret operational information and identify trends or concerns.
- Comfortable preparing reports, spreadsheets, presentations, and service updates.
- Familiarity with Microsoft Office, Microsoft 365, or similar productivity applications.
- Familiarity with CRM, ticketing, workflow, ITSM, or service-management platforms is advantageous.
- General understanding of service levels, operational KPIs, customer experience, and quality management is beneficial.
- Ability to communicate professionally with clients, colleagues, managers, and external stakeholders.
- Ability to provide constructive feedback and support team development.
- Comfortable working independently while collaborating across multiple business functions.
- Relevant education, professional training, or equivalent practical experience will be considered.
- ITIL, leadership, customer-service, operations, or project-management training is advantageous but not essential.
- Applicants who meet most, but not all, requirements are encouraged to apply.
Why Work With Us
- Develop hands-on leadership experience within service delivery and business operations.
- Build valuable skills in team management, SLA monitoring, reporting, resource coordination, and stakeholder communication.
- Strengthen leadership capabilities through coaching and day-to-day team support.
- Gain experience managing escalations and service-performance priorities.
- Work with modern service-management, CRM, workflow, and collaboration platforms.
- Collaborate with operations, client services, customer service, technical support, and project professionals.
- Gain exposure to new-client and service implementations.
- Participate in operational and service-quality improvement initiatives.
- Contribute ideas that improve productivity, service reliability, and customer experience.
- Build transferable experience for progression into Service Delivery Supervisor, Service Delivery Manager, Service Operations Manager, Client Services Manager, or Operations Manager positions.
- Work within a professional, collaborative, and inclusive environment
Pay: £2,650.00-£3,500.00 per month
Benefits:
- Company car
- Flexitime
- Free parking
- Health & wellbeing programme
- Life insurance
Work Location: In person
