Service Delivery Lead - User Support

Role overview A user support organisation running a multi-channel contact centre for white-label products needs a Service Delivery Lead to oversee day-to-day operations across morning, afternoon, and night shifts. The role sits at the intersection of team leadership and operational management, bringing structure, visibility, and consistency to how frontline supervisors plan, communicate, and execute their work.

Responsibilities - Manage, coach, and support five Support Team Leads, fostering their performance, development, and accountability. - Lead the daily operational cadence across all shifts, ensuring teams are aligned on priorities, updates, and actions. - Establish effective handover routines and ensure continuity across shifts and during operational disruptions. - Act as the main operational escalation point for Team Leads and coordinate resolution of cross-shift and cross-team issues. - Drive performance against SLAs and key operational KPIs, identify risks, and ensure corrective actions are followed through. - Coordinate demand forecasting, staffing plans, scheduling, and coverage planning; maintain operational reporting and governance routines.

Requirements - At least 2 years of experience in customer support or contact centre operations. - Experience leading or coordinating contact centre teams, ideally Team Leads or supervisors. - Good understanding of customer support KPIs and SLAs. - Strong organisational, prioritisation, and follow-up skills; ability to make decisions quickly in a fast-paced environment. - Flexibility to adapt working hours to overlap with Team Leads across shifts; standard schedule Monday to Friday daytime hours. - Strong working knowledge of Google Sheets, plus fluent written and spoken English and Spanish.

Nice to have - Experience with Zendesk or similar customer support tools. - Basic knowledge of SQL.