Pullman is a leading provider of HGV maintenance and repair services, trusted by the UK’s largest commercial fleet operators for over 30 years.
We are proud to offer a comprehensive range of fleet solutions, including servicing, repairs, compliance management, and emergency support, ensuring vehicles stay on the road and businesses keep moving.
We’re a service partner for a market leading transport refrigeration specialist in addition to the VMU business.
Job Overview
This is an exciting opportunity for a Service Delivery Manager to join our team, with full accountability for retail performance growth, Carrier delivery and the VMU operation in Maltby. The role will be responsible for leading the team, controlling costs, delivering operational KPIs and building strong customer relationships to support sustainable service and commercial performance.
Hours: Monday to Friday – 8am – 5pm (but must be flexible due to business needs)
Salary: £50,000 + car or car allowance
Responsibilities:
- Ensure that all employees and contractors operate in line with our safe systems of work, and all legislative and H&S processes are followed.
- Take full operational accountability for the Maltby VMU and Carrier transport refrigeration operation, ensuring service, compliance, cost and customer requirements are consistently achieved.
- Own and drive retail performance, with a clear focus on growth, revenue opportunities, margin improvement and customer retention.
- Lead, coach and develop the Maltby service, admin and team of engineers, ensuring clear priorities, strong engagement, effective communication and high standards of performance.
- Manage people matters fairly and consistently, including challenging poor performance, supporting attendance improvement and addressing conduct or misconduct issues where necessary in line with company procedures.
- Setting the standards of compliance, behaviours and work ethics that place the customer at the heart of everything we do.
- Build and maintain strong customer and stakeholder relationships, acting as the key service delivery contact for Maltby and ensuring customer expectations are understood, managed and delivered.
- Control operating costs and use performance data to improve productivity, reduce waste, increase asset availability and deliver against financial expectations.
- Oversee stock control and stock management processes, ensuring parts availability, accurate inventory records, effective stock rotation and appropriate cost control, including accountability for the annual stock count process.
- Set, monitor and deliver operational KPIs across safety, compliance, service delivery, productivity, cost, quality and customer satisfaction.
- Ensure engineers are processing jobs in line with system expectations, with accurate updates, timely progression and completion within expected timescales.
- Drive operational excellence against Company standards reducing operating cost, improving efficiencies, identifying, developing and sharing best practice across the network.
- Create and implement plans to drive improved engagement, communication and performance across the Maltby VMU and Carrier teams.
What you’ve got
- Refrigeration/ HGV background preferred but not essential
- Experience of service delivery, workshop, VMU or transport operations management.
- Experience of managing operational teams, including administration colleagues and engineers, with the ability to motivate, coach, challenge poor performance and manage absence or conduct matters appropriately.
- Experience of delivering high levels of quality, service and customer KPI performance in a fast-paced operational environment.
- Commercial acumen and the ability to identify and implement improvement opportunities.
- Sound knowledge of H&S fundamentals in workshops and transport/vehicle compliance legislation.
- Analytical, problem solver and results driven.
- Ability to travel to other sites within the UK as needed; a company car or car allowance is provided.
- Full UK Driving Licence.
Benefits:
- Opportunity to join a growing organisation
- Car allowance
- £1000 refer a friend scheme
- Retail discounts
- Cycle to Work Scheme
- Medical benefits
- Life assurance
- 24/7 employee support service
- Ongoing reward and recognition schemes
Pullman recognise Equity, Diversity & Inclusion as a key part of our People Strategy. We welcome applications from all suitable qualified persons – men and women, people of all ages, sexual orientations, nationalities, religions and beliefs.
Job Type: Full-time
Pay: £50,000.00 per year
Work Location: In person
