It’s an exciting time to come and join the Sepura team. We are on the lookout for a Service Lead to join Sepura’s Service Operations. The Service Lead plays a key role within Sepura’s Service Operations function, with responsibility for the coordination, delivery, and ongoing development of in‑life customer services. The role manages service relationships to ensure contracted services are delivered in line with agreed service levels, operational requirements, and commercial commitments. This is a hands‑on operational role requiring strong technical understanding, structured service management capability, and confident engagement with customers and internal stakeholders. Come and join Sepura Ltd at an exciting time of growth and progress your career within this innovative technology company, based in Waterbeach, Cambridge.
Customer Service Delivery
- Proactively manage technical service delivery in coordination with customers, partners, and internal teams across Sepura.
- Lead service review activities, including performance reporting, issue review, and improvement planning.
- Develop and maintain strong service relationships, acting as a trusted point of contact for key customer accounts.
- Ensure the service delivery performance and reporting to customers, supporting the delivery against agreed SLAs and service commitments.
- Communicate clearly and confidently with technical and commercial stakeholders, both internally and externally.
Service Framework Development
- Lead initiatives for the development and ongoing improvement of customer service frameworks, with a particular focus on supporting the operations teams developing SaaS based service models for Sepura’s evolving product portfolio.
- Coordinate with teams for the successful service onboarding and transition activities as new customers or services enter support.
- Ensure service activities are delivered in accordance with Sepura procedures, quality requirements, and contractual obligations.
Technical Capability
- Work in partnership with customers and internal teams to understand the technical implementations of customer and internal operations and develop service improvements.
- Maintain strong technical proficiency across Sepura’s product portfolio and its deployment across multiple industries.
- With a background in SaaS service delivery, support service operations teams to developing the service framework for Sepura’s next generation of products.
- Continuously develop technical skills and product knowledge to support effective service leadership.
Day to Day
Our customer base includes many different industries and markets around the world. Our complete TETRA and LTE solutions have been developed specifically for users in multiple sectors to face their critical communications challenges. On a day‑to‑day basis, the Service Lead works within Sepura’s Service Operations team, collaborating closely with technical, commercial, and operational colleagues to ensure consistent and effective delivery of customer services. The role involves routinely reviewing service performance, supporting the resolution of service issues, engaging with customers on operational matters, and coordinating internal activities to maintain service continuity and quality. The Service Lead contributes to service planning, reporting, and improvement activities, ensuring that customer and internal expectations are clearly understood and managed. The role is based at Sepura’s Cambridge headquarters and is office based. Regular travel to customer sites to support service delivery and customer relationships is expected.
UK security clearance is required.
What You Need To Succeed
This is a practical, hands‑on role that requires a strong ability to work with technical teams and experience of managing services with a commercial focus.
Candidates Must Be Able To Demonstrate
- Experience in a technical service delivery role in a commercial/B2B environment through working within in a hi‑tech product development organisation.
- Proven end‑to‑end ownership of the definition, deployment, and onboarding of SaaS‑based services for business customers, with accountability for service readiness, customer adoption, and in‑life support transition.
- Ownership and success of responsibility for managing services to report on and deliver to customer SLAs.
- Excellent written and verbal communication skills.
- Experience of working within a commercial software/hardware product development lifecycle.
- Structured methodical approach to problem solving.
- Ability to build strong relationships with customers and internal teams alike.
Desirable
- Experience in working with digital radio communication networks and associated technologies (e.g. TETRA, GSM/3G/LTE, Bluetooth) and equipment (e.g. spectrum analysers, air interface diagnostic/logging tools).
- Knowledge of Sepura’s products.
- Background in project management and delivery of PMR systems from system planning through to acceptance and in‑life maintenance.
- Service or project management qualifications (e.g. ITIL, APM, Prince 2).
- Multi‑lingual.
- Background in training delivery, having delivered technical training courses to customers.
Essential
- Track record of delivering first class results to tight deadlines.
- Strong analytical ability with a consistent and methodical approach.
- Self‑starter, able to research, identify, plan and implement.
- Team player.
- Good attention to detail.
- Focus on continuous improvement.
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