Service Delivery Manager
Location: Mansfield
Reporting To: Managing Director
Overview
We are seeking an experienced and progressive Service Delivery Manager to lead and develop our service operations within the Fire and Security sector. This is a key leadership role responsible for ensuring exceptional service delivery, customer satisfaction, operational performance, and team development.
The successful candidate will combine strong technical knowledge of fire and security systems with outstanding leadership, communication, and commercial skills. They will be passionate about delivering excellent customer outcomes, building high-performing teams, and driving continuous improvement through technology, data, and best practice.
Key Responsibilities:
Service Delivery & Operational Performance
- Lead the day-to-day delivery of maintenance, reactive service, and small works activities.
- Ensure service delivery meets contractual obligations, compliance requirements, and customer expectations.
- Monitor and improve key performance indicators including SLA compliance, first-time fix rates, engineer utilisation, response times, and customer satisfaction.
- Drive continuous improvement initiatives to enhance service quality, efficiency, and profitability.
- Work closely with scheduling, technical support, and engineering teams to optimise service delivery performance.
Customer Relationship Management
- Build and maintain strong relationships with key customers and stakeholders.
- Act as an escalation point for significant customer issues, ensuring prompt and effective resolution.
- Conduct regular service reviews with customers, presenting performance data and improvement plans.
- Champion a customer-first culture throughout the organisation.
- Identify opportunities to enhance customer experience and increase customer retention.
Leadership & Team Development
- Lead, motivate, and develop a team of service engineers, supervisors, and support personnel.
- Create a high-performance culture focused on accountability, collaboration, and continuous learning.
- Coach and mentor team members to support professional development and career progression.
- Promote employee engagement, wellbeing, and retention.
- Foster strong communication and teamwork across all operational departments.
Commercial Management
- Understand and manage service delivery costs, margins, and operational efficiencies.
- Support the identification and delivery of upselling and contract growth opportunities.
- Work collaboratively with sales and account management teams to maximise customer value.
- Ensure resources are effectively deployed to achieve operational and financial objectives.
- Contribute to budgeting, forecasting, and business planning activities.
Technical Leadership
- Provide technical leadership and guidance on fire and security systems, including but not limited to:
- Fire Detection and Alarm Systems
- CCTV Systems
- Access Control Systems
- Intruder Alarm Systems
- Emergency Voice Communication Systems
- Electronic Article Surveillance (EAS) Systems
- Support complex fault diagnosis and problem resolution.
- Ensure technical compliance with relevant industry standards and regulations.
- Promote the adoption of new technologies, digital platforms, and innovative service solutions.
Skills & ExperienceEssential
- Proven experience in a Service Delivery Manager, Service Manager, Operations Manager, or similar leadership role.
- Strong technical background within the Fire and Security industry.
- Excellent communication, presentation, and interpersonal skills.
- Demonstrable experience leading, developing, and motivating service teams.
- Strong customer service orientation with a genuine commitment to delivering outstanding customer experiences.
- Commercial awareness with the ability to balance customer satisfaction and business objectives.
- Experience managing service performance through KPI reporting and data analysis.
- Strong problem-solving and decision-making skills.
- Proficient with modern service management platforms and Microsoft Office applications.
- Full UK driving licence.
Desirable
- Experience with field service management systems such as Uptick or similar platforms.
- Knowledge of SSAIB, BAFE, FIA, BS5839, BS5266, NSI, or other relevant industry standards.
- Project management or leadership qualifications.
- Experience managing national or multi-site customer accounts.
Personal Attributes
The successful candidate will be:
- An exceptional communicator who builds trust and credibility at all levels.
- A collaborative leader who inspires and develops high-performing teams.
- Customer-focused and passionate about service excellence.
- Commercially minded and results-driven.
- Organised, resilient, and able to perform in a fast-paced environment.
- Proactive, innovative, and committed to continuous improvement.
- Comfortable using technology and data to drive better business outcomes.
What Success Looks Like
Within the first 12 months, the successful candidate will:
- Improve service delivery performance against agreed KPIs.
- Increase customer satisfaction and retention levels.
- Enhance engineer engagement and team performance.
- Deliver measurable operational efficiencies.
- Strengthen service profitability while maintaining exceptional customer outcomes.
- Contribute to the ongoing development of a modern, technology-enabled service organisation.
Package
- Competitive salary
- Company vehicle or car allowance
- Pension scheme
- Bonus opportunity
- Ongoing professional development
- Career progression opportunities
If you are a progressive service leader with strong technical expertise and a passion for delivering outstanding customer experiences, we would welcome your application.
Pay: £45,000.00-£55,000.00 per year
Benefits:
- Casual dress
- Company car
- Cycle to work scheme
- On-site parking
- Sick pay
Work Location: In person
