Customer Delivery Team Leader

Job Description:

Customer Delivery Team Leader - Jonas Event Technology UK

Jonas Event Technology (JET) is a leading provider of event registration services and software solutions. Owned by Vesta Software, we support the trade exhibition, consumer, and conference markets with innovative technology and first-class customer service. Dataflow Events, part of the JET family, delivers advanced delegate management and ticketing solutions. 

Role Purpose

To lead the Customer Delivery Team, ensuring efficient, high-quality delivery of both the proactive event deliverables (e.g. forms progress, email broadcasts, data uploads, badge design) and reactive customer support that are included in the service offered to organiser and exhibitor customers. The role carries a forward-looking mandate to integrate AI and agents into both the support ticket workflow and the Forms/DST deliverables work, improving efficiency and ensuring people's time is focused where it adds the most value to customers.

Job Responsibilities

• Lead and develop the Customer Delivery Team — the Customer Support Managers, the Digital Systems Team, and the Business Administrator — managing the shared queue of support tickets and confirmed-event task-list deliverables for both organiser and exhibitor customers.

• Own the escalation path for complex or high-risk issues, providing the point of escalation previously held by the Operations Director.

• Identify, trial and embed AI tools and agents — building on existing agents such as ELSA — within both the support ticket workflow and the Forms/DST deliverables work, to increase capacity and consistency.

• Regularly review how work is allocated across the team, and between people and AI/agents, reallocating human effort toward the highest-value, most complex or relationship-sensitive work.

• Lead the Digital Systems Team (Fahad, Digital Systems Supervisor, plus Sundus and Qamar) as part of the Customer Delivery Team, with oversight of forms triage and the wider Forms/DST deliverables pipeline alongside customer support tickets.

• Work alongside the Customer Success Managers and Account Directors to ensure operational support is joined up with the commercial and retention relationship.

• Own performance reporting — response time, ticket volume, task completion, and backlog — using it to manage workload and fairness across the team, with reporting support from the Business Administrator.

• Actively manage the team's ticket and task backlog, keeping it within agreed levels and flagging capacity risks early.

• Provide internal reporting to the Managing Director on billability and utilisation — the proportion of the team's paid time spent on chargeable, value-adding work, and how fully that capacity is being used — together with backlog levels, in support of company-wide performance targets.

• Line-manage the Business Administrator, who sits within the Customer Delivery Team providing overflow support across the group, and plan cover for peak periods and staff absence alongside temporary support as needed.

• Attend project kickoffs, internal handovers, and relevant team meetings.

• Contribute to the continuous improvement of the ticket/task allocation process as the team, tooling and AI capability matures.

Job Qualifications

• Experience leading a customer support, service delivery, or operations team, ideally within a queue/ticket-based environment.

• A demonstrated interest in, or experience of, applying AI and automation tools to operational workflows.

• Strong organisational skills, able to prioritise across concurrent tickets, tasks, and team capacity.

• Experience with support/ticketing tools or equivalent systems.

• Experience line-managing a small, multi-disciplinary team (e.g. combining support, technical/systems, and administrative roles) is an advantage.

• Comfortable operating with a good degree of autonomy, reporting directly to the Managing Director.

• Numerate, with an understanding of P&L and revenue recognition an advantage.

Key Characteristics

• Customer-focused with a strong commitment to service excellence.

• Strong leader who motivates, develops, and supports teams to perform at their best.

• Highly organised with excellent planning and prioritisation skills.

• Proactive and solutions-oriented in approach.

• Strong communicator who builds positive relationships across all levels of the organisation.

• Analytical and data-driven in decision making.

• Adaptable and comfortable managing change within a dynamic environment.

• Innovative and open to leveraging technology to improve operations.

• Collaborative and supportive, with a focus on shared success.

• Resilient and calm under pressure.

• Self-motivated with the ability to work autonomously.

• Committed to continuous improvement and operational excellence.

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More About Jonas Software:

Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain.

Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service.

Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees.

Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.

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