Service Delivery Manager

1 week ago

Bury, Borough of Bury, United Kingdom Alpine Fire Engineers Ltd Full time

Service Delivery Manager

Service Operations Manager – £15m Field Service Business | 60 Engineers | Dynamic Team Culture

Join a thriving, people-focused organization as our Service Operations Manager — leading the internal help desk that powers a high-performing team of 60 field engineers.

You'll oversee the planning, scheduling, and invoicing of field operations through a cutting-edge, cloud-based Field Service Management (FSM) system — ensuring our customers receive world-class service.

We're an employer of choice, fostering collaboration, growth, and belonging.

You'll use data insights and exception reporting to drive efficiency, motivate your team, and deliver results that matter.

What you'll bring:

  • Proven experience managing field service operations and teams.
  • Strong leadership, people management, and communication skills.
  • Confidence with Microsoft 365 and data-driven decision-making.
  • Energy, positivity, and a passion for continuous improvement.

What we offer:

  • Competitive salary + bonus
  • Career development and leadership training
  • Supportive, inclusive, and forward-thinking environment

Join us and help shape the future of service excellence.

Apply now and be part of a great place to belong.

Formal HR Job Description

Position Title: Service Operations Manager

Department: Field Service Operations

Reports To: Operations Director

Direct Reports: Internal Help Desk & Planning Team

Location: Bury HQ

Salary Range: £55,000 Basic + Bens + Bonus

Purpose of Role

To manage and continuously improve the internal service operations team responsible for supporting, planning, scheduling, and invoicing all field engineer work. The role ensures operational excellence, data-led decision making, and an exceptional employee and customer experience.

Key Accountabilities

  • Lead the daily operation of the internal help desk supporting 60 engineers.
  • Manage planning, scheduling, and invoicing through the company's cloud-based FSM system.
  • Monitor team and individual performance using KPIs, dashboards, and reports.
  • Ensure compliance with service SLAs, process standards, and data accuracy.
  • Drive continuous improvement through analysis of trends and exception reporting.
  • Develop and coach team members to achieve personal and business goals.
  • Communicate effectively across departments to ensure seamless service delivery.
  • Produce management reports highlighting performance, challenges, and opportunities.
  • Foster a culture aligned with company values — collaboration, development, and belonging.

Key Competencies

  • Leadership and team development
  • Communication and stakeholder management
  • Analytical thinking and data literacy
  • Operational planning and prioritization
  • Customer service excellence
  • Adaptability and problem-solving

Education & Experience

  • Minimum 5 years' experience in a service operations or scheduling environment.
  • Strong working knowledge of field service management or ERP systems.
  • Advanced Microsoft 365 Office (Excel, Teams, Power BI preferred).
  • Experience leading and developing teams in a fast-paced, customer-centric environment.

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