Service Delivery Team Leader

Description

The Service Delivery Team Leader is responsible for leading the Service Desk function that schedules and supports service technicians across electronic security projects and maintenance activities. This role ensures customer requests, faults, and preventative maintenance tasks are logged, prioritised, and scheduled efficiently, while maintaining high standards of customer service, compliance, and technician productivity.

• Coordinate with customers, subcontractors, and suppliers to confirm appointment times, access requirements, and service expectations.
• Manage workload distribution across the team to ensure consistent coverage during business hours.
• Track and report on key metrics such as first-time fix rate, technician utilisation, SLA compliance, and customer satisfaction.
• Analyse service desk data to identify recurring faults, scheduling bottlenecks, and improvement opportunities.
• Manage job allocation, including preventative maintenance, urgent breakdowns, and project support tasks.
• Lead and mentor the service desk/scheduling team, providing coaching, support, and development opportunities.
• Oversee the scheduling of field service technicians to ensure optimal utilisation, minimal downtime, and timely response to customer requests.
• Maintain strong communication with clients, providing updates on job status, technician ETAs, and completion reports.
• Foster a culture of accountability, responsiveness, and continuous improvement.
• Act as the primary escalation point for customers with urgent or unresolved service issues.
• Ensure all customer requests are logged, acknowledged, and responded to in line with agreed SLAs.
• Work with the Operations Manager and National Service Manager to balance reactive and preventative maintenance workload.

Requirements

If you’re a driven and ambitious professional with a passion for account management and a desire to join an industry leader, we want to hear from you! Click on the apply now button to join our vibrant Convergint team and help shape the future of security and workplace technology.

Customer Experience

• Analytical thinker with problem-solving and continuous improvement mindset.
• Familiarity with service management software.
• Excellent communication skills (both customer-facing and internal).
• Demonstrated ability to lead a small-to-medium team in a high-volume scheduling environment.
• Strong organisational and scheduling skills, with the ability to manage competing priorities.
• Experience in service desk, scheduling, or operations management (electronic security or related industries preferred).
• Understanding of electronic security systems (CCTV, access control, alarms, intercoms) desirable but not essential.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance