Unit4 Service Delivery Team Leader

Surrey County Council; Reigate; Hybrid; GBP 54,000; Full time

Job summary

A local government authority in England is seeking a skilled Unit 4 Service Delivery Team Leader to lead a dynamic team. You will play a crucial role in managing ERP services and ensuring high service delivery while promoting a hybrid work model. The ideal candidate will have significant ERP experience, especially with Unit 4, and supervisory skills. This position offers a starting salary of £53,713 per annum and a comprehensive benefits package including generous leave and wellness support.

Benefits

26 days' holiday, rising to 31

Option to buy additional leave

Local government pension fund

Employee Assistance Programme

Qualifications

• Experience in Service Delivery or Support role with ERP systems.
• Supervisory experience in a systems environment.
• Ability to manage multiple tasks and projects.

Responsibilities

• Lead a team of four support agents.
• Provide second-line IT support to customers.
• Monitor service delivery performance.

Skills

Experience with Unit 4 ERP/Agresso

Understanding of HR, Payroll, Finance

Supervisory or lead experience

Excellent problem-solving skills

Knowledge of ITIL service management

Job description

• Location: Woodhatch Place, 11 Cockshot Hill, Reigate, Surrey, RH2 8EF

Description

The starting salary for this permanent position is £53,713 per annum based on a 36-hour working week.

We are excited to be recruiting for a skilled and highly motivated Unit 4 Service Delivery Team Leader to join our dynamic MySurrey Service Delivery team. Reporting to the Service Delivery Manager, you will join the wider IT&D Service and work as part of a team with the autonomy to succeed in a lively, friendly environment. We are committed to investing in our staff and supporting every individual to achieve their full potential.

The team is based in Woodhatch, Reigate but we promote a hybrid approach to working, meeting collaboratively when required. There is an expectation to attend the office, at least once a week.

Our Offer to You

• 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service (prorated for part time staff)
• Option to buy up to 10 days of additional annual leave
• A generous local government salary related pension
• Up to 5 days of carer's leave and 2 paid volunteering days per year
• Paternity, adoption and dependents leave
• An Employee Assistance Programme (EAP) to support health and wellbeing
• Learning and development hub where you can access a wealth of resources
• Wellbeing and lifestyle discounts including gym, travel, and shopping
• A chance to make a real difference to the lives of our residents.

About the Role

Surrey County Council have implemented Unit 4 as a modern, intuitive, and flexible Software-as-a-Service Enterprise Resource Planning System. A significant programme of work has been completed to deliver the full implementation, including the configuration of the system, data migration and implementing required integrations with other Council systems.

Unit 4 is supported by in-house IT & Digital teams that operate ITIL 4 service management processes and are structured into:

• Service Delivery (service requests, incidents, problem management, SLA/KPI reporting and supplier relationship management)
• Service Improvement (change requests, release management & business relationship management)

As a vital member of the team, you will play a crucial role in ensuring the smooth operation and optimal performance of the Unit 4 application whilst maintaining a high level of service delivery. Duties of the Unit 4 Service Delivery Team Leader include:

• Assisting the Service Delivery Manager in the delivery of IT services to business stakeholders, teams and end users
• Leading a team of four support agents, motivating them and driving their performance, ensuring that the services provided meets and exceeds our customers' expectations
• Providing second-line IT support and assistance to customers and stakeholders, resolving issues promptly through effective communication and co-ordination
• Monitoring service delivery performance against agreed-upon service level agreements (SLAs)
• Contributing to the development of service delivery policies, procedures and guidelines
• Supporting project delivery, service improvement initiatives, system upgrades and other continuous improvement activities

Your Application

\>In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours:

• Previous experience of Unit 4 ERP/ Agresso or similar ERP systems in a Service Delivery or Support role
• Broad understanding in at least one of the functional areas of HR, Payroll, Finance, Procurement or FP&A (Financial Planning & Analysis)
• Supervisory or lead experience in a similar systems environment
• Ability to share technical knowledge with non-technical colleagues
• Excellent problem-solving and troubleshooting skills with strong communication and collaboration skills
• Ability to manage multiple tasks and projects simultaneously
• Knowledge of ITIL service management framework including Service Desk, Service Request Management, Incident Management and Problem Management.

To apply, we request that you submit a CV and you will be asked the following questions:

• Please describe your experience working with Unit4 ERP (Agresso) in a service delivery or support capacity. What were your key responsibilities?
• Which functional areas (e.g., HR, Payroll, Finance, Procurement, or FP&A) do you have experience with?
• Please describe your experience supervising or leading a team within a systems or technical environment.

Before submitting your application, we recommend you read the job description and our Life at Surrey handbook to get an insight into working at Surrey.

Contact Us

Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.

The job advert closes at 23:59 on 22/02/2026 with interviews to follow.

We look forward to receiving your application, please click on the apply online button below to submit.

Local Government Reorganisation (LGR)

Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to two new unitary councils in April 2027. If you are employed by Surrey on 1st April 2027, your role will transfer with current terms and conditions to one of the new organisations, supporting local devolution and greater powers for our communities.

We are a disability confident employer which means if you have shared a disability on your application form and have evidenced you meet the minimum criteria, we guarantee you an interview.

Your skills and experience truly matter to us. From application to your first day, we're committed to supporting you with any adjustments you need, we value inclusion and warmly welcome you to join and help build a workplace where everyone belongs.