Service Delivery Lead

Job Description

The OpportunityWe believe by giving our clients the freedom and time to focus on what matters, we can help them become the best. We combine great people and technology and through our hive of talented professionals we give businesses and their leaders time to focus onwhat matters.Youll have the opportunity to work with some of the fastest growing companies such as Secret Escapes and Unmind.Youll work closely with the owners of FYXER (Richard and Archie Hollingsworth) and other senior leaders in this established but fast paced environement such as the Director of Change and Transformation - Client Success (Gemma Osula) and the Chief OperationsOfficer (Louise Ware).Summary of RoleThe Service Delivery Lead is a senior member of the service delivery team. The role is client facing and takes the lead on multiple accounts, ensuring exceptional service is delivered to FYXER clients. This role is essential in clearly seeing what an accountneeds and being proactive in making that happen. This is a fully remote working role.Who are we looking forExperts that have worked at C-Suite level in an Executive Assistant or similar role who can demonstrate critical thinking, relationship building and have a talent for account management. You will be well-established in remote working, thrive in a fast-pacedenvironment and are confident in delivering proactive solutions. You will have led a team and acted as a coach and mentor, demonstrating commitment in providing honest feedback to enhance skills and develop your team.Reports to Portfolio DirectorClient Management Activities:

• Project manages task execution and delivers some high value tasks
• Proactively communicates client opportunities and challenges to the Portfolio Director with pragmatic solutions
• Maintains client manuals to ensure information is up to date and accessible

• As a member of a high performing team, contributes to creating and maintaining excellent client health
• Identifies and closes additional account development opportunities, for which you will be rewarded

• Delivers the Discovery process for new clients and is responsible for producing Discovery reports
• Onboarding new clients into the portfolio

Team Management Support:

• Support Portfolio Director in ensuring tasks are delegated to the appropriate member of the service delivery team, according to capacity and skill level, as well as ensuring appropriate cover during periods of holiday and absence
• As a senior member of the service delivery team, you will provide praise and clear feedback to recognise good practice and clearly communicate ways to improve performance
• Responsible for managing client onboarding with team members, ensuring tech, background checks and other requirements are in place to ensure a smooth transition
• Qualify and assess the quality of tasks performed for other members of the service team
• Perform the role of coach and mentor to other members of the service delivery team
• Any other tasks and responsibilities as deemed necessary by Portfolio Director

Experience/Skills:

• 5+ years working in an EA or chief of staff role at C-Suite level
• Confident stakeholder management
• Excellent communication skills (written and verbal)
• Project management
• Able to mobilise a team against changing priorities
• Technologically savvy
• Organised and effective time manager
• Has a continuous improvement approach
• Positive attitude towards remote work
• Comfortable working in a fast paced ever-evolving environment

What FYXER offer

• £18-25/hour (£37,440-£52,000 FTE)
• Casual employee agreement with capacity to work up to 140 hours/month
• Flexible and remote working

• Life insurance
• 25 days Annual Leave + Bank Holidays
• Employee Assistance Programme for employees and their family offering counselling and life coaching
• SmartHealth - doctor-on-demand service for employees and their family
• Access to Recognition Awards vouchers

This role is also available on a contractor agreement (self-employed) for individuals based outside of the UK. Contractors are not eligible for employee benefits.

Keyskills :
Account ManagementProject ManagementService DeliveryOnboardingExecutive Assistant