CAREERS | TBA Leicester

Business Lead - Service Delivery

Employee - Full Time

Leicester, United Kingdom

Strategic role

Customer facing

Expansion

Job Description

TBA Group is a highly renowned organisation in the logistical industry and part of multi-national group of companies with customers in both UK and abroad. We are currently recruiting for a Business Lead – Service Delivery on a permanent basis to join our team in Leicester, UK. This is a great opportunity to play a key role at a pivotal moment for our company. We are currently implementing a ground-breaking project in which multiple of our software products and solutions are integrated into on full life cycle solution. The Service Delivery team will play a vital part in making this venture a success. 
 
As Business Lead – Service Delivery, your main goal is to ensure that our customers are happy and recommend TBA Group as a trusted and professional partner in maintaining and optimising logistical software solutions.  
 
As member of the TBA Group, Leicester management team, you lead, grow and develop the Service Delivery Business to provide best in class maintenance and support services to existing customers. In doing so, you strengthen customer relationships and create long-term business value for both customer and the TBA. 
 
It is the intention that the Service Delivery scope will extend across multiple business lines over the coming years and the Business Lead will play a major part in defining the strategy for this. TBA Group customers are based world-wide and operate 24/7.  
 
This role has great impact on TBA Group's reputation in the market and reports directly to the Managing Director. 
 

Right now we are recruiting a Business Lead Service Delivery to join our team.

What are we looking for?

You will ideally hold a 2:1 BSc Honours Degree, or higher, in an appropriate subject or have equivalent industry experience.

We are a multi-national group of companies producing market leading, large-scale, distribution and supply chain software products used by customers worldwide with substantial growth plans over the next 5 years.

  • Generous and Highly Competitive Salary 
  • Competitive Benefits Package 
  • Central UK Location 

  • "We felt we could contribute to the world of logistics in a different way"

    Yvo Saanen

    Commercial Director

    Job Description

    TBA Group was established over 30 years ago; with offices in Leicester (UK), Doncaster (UK), Satu Maru (RO), Delft (NL) and Dusseldorf (DE), we’re award-winning and one of Europe’s leading software development companies for the intermodal and logistics companies. Through our innovative software, we produce market leading, large-scale, distribution and supply chain software products used by customers worldwide. 

    Skills and Experience Required:

  • Previous experience as Software Service Leader in a competitive software industry working to improve customer experiences. 
  • Relevant experience in being end-responsible for Service Delivery processes demonstrating great leadership in building and successfully integrating teams. 
  • Knowledge of the software development processes. 
  • Experience in the logistical industry is welcome, but not required. 
  • Demonstrated ability to work in an international diverse setting, both internally and externally. 
  • Experience in stakeholder management (both internally and externally), including 3rd parties. 
  • Strong business orientation, you understand the balance between being customer oriented and TBA profitability.
  • Commercial insight and sense for new business opportunities. 
  • You have excellent consulting and active listening skills. 
  • Strong leadership and coaching skills. 
  • Data driven, analytical and strong financial acumen. 
  • Customer and Team Responsibilites

  • As strategic partner, you pro-actively manage customer relationships through regular customer visits and KPI updates. 
  • You pro-actively communicate, follow up on agreed actions and ensure that customers are well-informed, and their expectations managed. 
  • In case of more complex and long-standing problems you investigate and provide solutions to customers' problems.  
  • You translate customer needs into items for the development roadmap understanding the importance of details. 
  • You are data driven and analyse the statistics or other data to determine the level of customer service we are providing. Determine measurements and KPI’s to measure customer satisfaction and continuous improvement of services. 
  • You work with stakeholders to generate revenue from the existing customer base with targets agreed with the Managing Director. 
  • Representing TBA Group as a whole, you recognize and seize sales opportunities to present TBA products and solutions to the customer. 
  • As team lead, you exemplify excellent customer interaction, service support and are an inspiration to the team on how to engage with customers and seeing problems through to their full resolution.
  • When incidents occur, you respond pro-actively. Whilst maintaining a sense of urgency, you remain calm and steward the team towards successful addressing and solving the issue at hand.   
  • You define clear goals for the team based on agreed business strategy and successfully lead, organize, and drive execution together with the service delivery team. You strengthen relationships within the team that result in great team spirit and performance. 
  • You define, implement, and improve quality standards, processes, policies, ITIL and ensure these are embraced by the team to deliver best in class service in an organized and efficient manner (for instance through training and documentation) 
  • You drive cross-product and cross-team collaboration and address and integrate conflicting viewpoints to achieve a greater goal, a happy customer. 
  • Keeping ahead of developments in customer service, you attend relevant external networks, meetings. You ensure that you and your team are informed and well trained to ensure success both now and in the future. 
  • 1. Submit your application

    Simply click on the vacancy you wish to apply for and follow the instructions.

    2. Shortlisting

    Shortlisting normally takes around five working days. If you are selected after the initial assessment, you will be invited for a face-to-face interview or an interview via MS Teams.

    3. The Interview Stage

    We always give applicants adequate time to prepare and we strongly advise to do as much research as possible. Your interview process will be communicated ahead of time.

    4. Offer Stage

    If you have been successful, congratulations! Our interview stage is meticulous and by no means easy. So, if you’ve been offered a place with us, we wholeheartedly welcome you to the team and look forward to exciting times ahead.

    Interested in this position?

    Become a part of the TBA Group team as a Business Lead Service Delivery

    We'd love to hear from you.

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