Service Delivery Team Leader

5 months ago

Manchester, United Kingdom NQC Full time

**About your new company**

NQC is a successful and growing software company specialising in supply chain risk management platforms. We’re in the ‘Tech for Good’ space, providing online web platforms which are in use by some of the largest organisations across a number of industries including the UK Government and the Automotive industry.

Based in central Manchester, NQC offers a supportive working atmosphere within a diverse team of people. We work on a hybrid model and regularly meet up outside of the office for team socials and company events. This is an opportunity to work on globally recognised technology solutions used by major brands throughout the world and become part of an exciting long term plan for sustainability, and a better future.

**About your new role**:
As part of our growth journey, we are looking for a Service Delivery Team Lead to take on the responsibilities of training, developing and mentoring a vibrant, multilingual team and drive the Service Delivery function to deliver a 5* service to our suppliers and clients.

**Key Responsibilities**:
As a Service Delivery Team Lead, you will be required to undertake the following responsibilities as part of your day to day activities:

- Training, coaching and developing the members of your team.
- Conducting spot-checks to ensure members of your team are adhering to the correct processes.
- Working cross-functionally with wider teams such as project managers, developers, etc., to ensure incidents raised, such as features on the platform working incorrectly, are resolved.
- Documentation and carrying out Key Performance Indicator reports.
- Manipulating, analysing and handling data in Excel.
- Occasional hands-on client-facing duties such as intervention at escalation points, resolving any issues.

**Requirements**:
To be successful for this role, you will ideally meet these requirements:

- A proven ability to lead, motivate and foster a positive work setting, preferably within a diverse, multilingual team.
- Experience in setting clear goals and holding team members accountable, by identifying performance issues and providing coaching and constructive feedback.
- Strong communication and interpersonal skills to break down and analyse data and incidents, relaying this across wider teams effectively.
- Strong Excel skills; ability to manipulate and analyse data.
- Excellent organisational skills through thorough documentation, understanding how to prioritise tasks.
- An ability to remain calm and make decisions under pressure.
- A meticulous attention to detail, ensuring the team is following the correct procedures.
- A proven background in customer or client-facing responsibilities.
- _Multilingual abilities are desired but not essential._
- _Nice to have: any qualification in service management._

**Key Competencies**:

- Is consistently motivated, committed and able to perform duties in all situations.
- Communicates and receives ideas, views and information to achieve understanding.
- Champions NQC’s values and consistently acts in a principled, open and conscientious manner, challenging unacceptable behaviour
- Plans and prioritises activities and resources to maximise performance and minimise errors.
- Thinks creatively and embraces opportunities for change.
- Works collaboratively with cross-functional teams and acts as a team player while supporting colleagues.

**Benefits**:

- Competitive salary package
- Hybrid working policy
- Private pension scheme
- 25 days holiday (Increasing with service) + bank holidays
- Health Cash Plan
- Learning & Development through Udemy
- 24/7 Access to a Virtual GP
- Life Assurance (4 x Salary after probation period)
- Regular company socials & events
- Perkbox - giving you weekly free treats, monthly cinema tickets, birthday gifts

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