Senior Service Lead

Employee - Full Time

Leicester, United Kingdom

Great Career Opportunities

Global Reach

Exciting Projects

Job Description

A highly renowned organisation that is part of a multi-national group of companies and promotes a creative and dynamic work environment is looking to recruit an experienced Service Lead on a permanent basis. TBA Group produces market leading, large-scale, distribution and supply chain software products used by customers worldwide and is aiming for further substantial growth over the next 5 years.

This is a great opportunity to play a key role within a demanding and growing environment as a Senior Service Lead. There are opportunities for career advancement within this thriving, award-winning professional organisation.

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

What are we looking for?

This role plays a pivotal part in day-to-day service operations and drives high levels of service quality, stability and customer satisfaction. 

The Service Lead will establish close working relationships across the support structure and establish effective ways of working across cross-functional, internal and partner teams in delivery of the contracted outcomes. The ability to multi-task in a pressurised environment will be important, alongside excellent stakeholder management, planning and organisation skills.  

The successful candidate will ensure TBA commitments are delivered professionally and in line with our values. This is a hands-on role, that works in close collaboration with the global service desk, product owners, technical teams and 3rd party service providers. 

Undertaking regular service reviews, identifying opportunities for continual service improvement, pro-actively managing escalations and driving the early resolution of service issues be regular activities. 


  • A passion for operational and customer excellence 
  • Service operations experience within an externally focused consultancy, managed service operation or large-scale, multi-provider service environment 
  • Service Design & Transition experience / onboarding of new customers and providers 
  • A working knowledge of current industry-standard IT architecture, platforms, and solutions 
  • Strong inter-personal and stakeholder management skills 
  • Strong organizational, resource planning and problem-solving skills 
  • Ability to manage and prioritize tasks efficiently and deal with ambiguity 
  • Able to demonstrate a proactive, 'can-do' attitude and mindset 
  • Excellent verbal and written communication skills  
  • Mastery of ITIL principles across the lifecycle 
  • High motivation, with the self-discipline to manage workload, meet key deadlines and motivate teams 
  • "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; 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.

    The work we do is complex, challenging and rewarding and together with a relaxed, friendly atmosphere and a close-knit team, we believe we offer a unique working environment; our enviable staff retention rate speaks volumes about our ethos. It’s our aim for further substantial growth over the next 5 years and with our sights set on our ambition and there are opportunities for career advancement within our thriving, award-winning professional organisation.

    Key Responsibilities

  • Act as the primary point of contact for the overall service solution 
  • Monitor and oversee delivery across the support functions to ensure optimal service and client outcomes 
  • Build and foster operational relationships with key client and delivery stakeholders 
  • Ensure that systems, procedures, and methodologies are in place and fully operational 
  • Take accountability for service delivery performance, meeting client expectations, and planning for future demand 
  • Provide accurate and regular service performance & delivery reports for customers and TBA management 
  • Analyse 3rd party and internal processes and create strategies for the optimisation and continual improvement of the services 
  • Coordinate and manage cross-departmental and 3rd party teams, building strong relationships with teams and stakeholders and enabling effective dialogue exchange between departments 
  • Ensure that the services are operated within agreed costs and constraints and that exceptions are reported and escalated as appropriate 
  • Take ownership of critical incidents, coordinating with resolver teams, and establishing effective communications including post-incident reviews 
  • Take responsibility for all service-related financials, to include managing to pre-set revenue and margin expectation 
  • You will receive

  • Salary: £negotiable depending on skills and experience - discussed with you on initial call.
  • 25 days annual leave plus UK bank holidays.
  • Flexi-Time policy.
  • Workplace pension.
  • Private Health Care.
  • Employee Perks Scheme
  • Employee Assistance Programme.
  • Central UK Location.
  • Fast growing and market leading organisation.
  • 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 Senior Service Lead - apply now!

    We'd love to hear from you.

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