Become a change maker and join Node4.

Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us.

So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.

About the role

This is a pivotal leadership opportunity within Node4’s Managed Services organisation one where you’ll shape team culture, elevate customer experience and directly influence the maturity of our service performance.

As a Service Delivery Team Leader, you won’t just manage a group of Service Delivery Managers and Coordinators; you will lead, develop, motivate and inspire them to operate as a high‑performing, customer‑focused team that consistently delivers excellence.

In this role, you will:

• Set the standard for service leadership, modelling the behaviours, communication and professionalism expected across the function.

• Build capability within the team, coaching individuals, enabling growth, and ensuring everyone understands what ‘great’ looks like.

• Drive the long‑term direction of service excellence, influencing process improvements, shaping ways of working and ensuring alignment with business and customer outcomes.

• Lead confidently through complexity, acting as a trusted escalation point and coordinating multi‑department activity to resolve customer challenges.

• Represent Service Delivery at a senior level, supporting the Head of Service Delivery when required and contributing to strategic discussions across Managed Services.

• Champion continuous improvement, using service insights, feedback and performance data to enhance delivery quality and identify new opportunities for positive impact.

• Help shape the future of how we serve our customers, ensuring every experience reflects our ESaaS ethos and strengthening Node4’s reputation for exceptional service.

This is the ideal role for someone who thrives in a people‑centric leadership position, brings strong IT service experience, and is ready to influence the direction of Service Delivery at Node4.

Responsibilities

• Lead, coach and develop a team of Service Delivery Managers and Coordinators, driving a high‑performance and collaborative culture.

• Act as the senior escalation point, managing complex, multi‑tower service issues and ensuring fast, effective resolution.

• Oversee service performance for aligned customers, ensuring SLA compliance and driving continuous improvement.

• Lead customer service review meetings and provide clear, actionable performance insights.

• Coordinate cross‑department collaboration to enhance service quality, operational efficiency and customer satisfaction.

• Support capacity planning, onboarding of new accounts and wider service governance, deputising for the Head of Service Delivery when required.

What you will bring?

• Strong IT & Service Delivery background gained within MSP, Managed Services or technical service environments, with an understanding of core infrastructure, cloud, networking and ITIL processes.

• Confidence handling technical escalations, knowing how to engage SMEs and translate technical detail into clear, customer‑friendly language.

• Proven people‑leadership experience, with the ability to coach, develop and guide Service Delivery Managers and Coordinators in a high‑performance environment.

• Excellent stakeholder and customer engagement skills, able to lead service reviews, influence discussions and build trusted relationships at all levels.

• A structured, improvement‑focused approach, using data, insight and service performance trends to identify enhancements and drive continuous improvement.

• Operational maturity, with experience managing SLAs, reporting, cross‑tower alignment and navigating complex service issues.

• Relevant frameworks/qualifications, such as ITIL and experience working within ISO 20000/27001‑aligned environments

What can we offer you?

• Hybrid Working

• Private Medical Insurance or Company Paid Health Cash Plan

• Employee Assistance Program

• 25 days holidays plus your birthday off

• Option to purchase additional holiday (up to 5 days)

• Company Pension Scheme

• Life Assurance x 4

• A diverse workforce

• Employee investment with Node4 training Academy

• Family savings and shopping discounts through the Node4 benefits portal.

• Discounted Gym Membership

• Modern facilities with open and welcoming breakout areas

• Company Social events

• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.

Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.

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