Customer Operations Delivery Lead

As Customer Ops Delivery Lead, you’ll play a central operational role within the Customer Experience and Operations functions. You are the engine behind the smooth coordination of professional services tickets, quick orders, and small work packages, ensuring they are accurately assessed, scheduled, allocated, delivered, and reported against.

This role acts as the bridge between customers, consultants, subject matter experts, and the project management team. You are critical in enabling positive customer experience with focus on execution by ensuring operational clarity, governance adherence, effective resource allocation, and transparent communication.

Your focus is coordination, orchestration, and delivery enablement, ensuring booked work is completed on time, within scope, and aligned to customer expectations.

What you’ll be doing:

• Review incoming professional services tickets and quick orders, validating scope, required skills, and estimated effort.
• Allocate tickets and small work packages to appropriate consultants or subject matter experts.
• Actively support the assignment and utilisation of Ciphr Service Packs, ensuring customers maximise the value of their products and services
• Ensure consultants’ diaries are accurately booked and optimally utilised.
• Coordinate scheduling for quick-turn requests and small work packages.
• Identify and flag resource constraints, scheduling conflicts, or delivery risks early.
• Act as a key point of contact for customers regarding booked services.
• Confirm scope, timelines, deliverables, and next steps with customers.
• Set clear and realistic expectations around delivery outcomes.
• Provide proactive updates on progress, changes, or delays.
• Support on maintaining project governance.
• Track task progress and assist in removing blockers through internal coordination.
• Ensure tasks are properly closed, documented, and reported.
• Maintain accurate records of allocations, bookings, and delivery status.
• Support utilisation tracking and small work package reporting.
• Identify recurring bottlenecks and contribute to continuous process improvement.

What good looks like:

• Professional services tickets and small work packages are assessed and allocated promptly.
• Booked work is delivered on time and within agreed scope.
• Consultants’ time is effectively utilised and scheduled efficiently.
• Customers receive proactive communication and clear expectation management.
• Delivery teams remain focused and unblocked.
• Customers achieve full optimisation and realisation of their Ciphr Service Pack
• Governance standards are consistently upheld.
• Small work packages are completed with minimal escalation.
• Reporting and booking data is accurate and reliable.
• Operational bottlenecks are identified early and resolved quickly.
• A culture of structured coordination and delivery discipline is embedded across the team.

What you’ll need to succeed

• Experience in service delivery, professional services, operations coordination, or similar roles.
• Strong organisational and scheduling capability across multiple concurrent tasks.
• Ability to assess task requirements and match them to appropriate skill sets.
• Excellent stakeholder communication skills (internal and customer-facing).
• High attention to detail and strong follow-through.
• A delivery-focused mindset with strong coordination and orchestration skills.
• Commercial awareness around time, scope, and utilisation.
• Calm, structured approach when managing competing priorities.

How we work

• Hybrid, UK‐based: outcome‐focused with regular in‐person anchor days for collaboration (typically monthly), and flexible presence aligned to role/team needs.

Why Ciphr

• We put people first and live our values of Trust, Accountability, Service Excellence and Authenticity—and we’re growing a culture where your personal and professional growth matters.

Benefits that matter

• Private medical (Bupa), dental, health cash plan, life assurance, income protection, pension, 30 days’ holiday + bank holidays, birthday day off, volunteering days, National Trust family membership, cycle to work, tech loans, and more. Plus a Work From Anywhere benefit for up to 4 weeks per tax year (subject to policy).

Apply now

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Inclusion at Ciphr — We’re building an inclusive, flexible, supportive culture where individuality is celebrated (including employee resource groups and community). If you need adjustments at any stage, just let us know.