Itil Service Delivery Manager jobs

Head of Service Delivery

Salary: £45,000 - £55,000 + Bonus + Company Vehicle/Car Allowance

Location: Mansfield

Reporting to: Managing Director

This isn’t just another Service Manager role.

We’re looking for someone who wants to build something.

Someone who enjoys improving businesses, developing great people and creating a service operation that customers genuinely recommend.

You’ll inherit a solid team, an established customer base and the opportunity to influence how the business grows over the next few years.

If you’re motivated by improving performance, building culture and delivering exceptional customer experiences, not simply keeping the wheels turning, we’d love to hear from you.

About the Role

As Head of Service Delivery, you’ll lead our entire service function across maintenance, reactive call-outs and small works.

You’ll be responsible for ensuring our engineers have everything they need to deliver an outstanding customer experience whilst continually improving operational efficiency, profitability and team performance.

This is a highly visible leadership position reporting directly to the Managing Director, giving you the opportunity to shape strategy, influence investment decisions and play a significant role in the future growth of the business.

Must have

• a minimum of 10 years' hands-on experience across multiple disciplines including fire detection, intruder alarms, CCTV, access control and associated life safety systems.

What You’ll Be Responsible For

Leading a High-Performing Service Operation

You’ll take ownership of the day-to-day delivery of our service department, ensuring customers receive consistently outstanding levels of service whilst maintaining operational excellence.

You’ll continually improve:

• SLA performance
• First-time fix rates
• Engineer utilisation
• Response times
• Customer satisfaction
• Service profitability

Building an Exceptional Team

Our engineers are the heart of our business.

You’ll recruit, develop, coach and inspire a team that enjoys coming to work, takes pride in what they do and delivers consistently high standards.

You’ll create a culture built around:

• Accountability
• Continuous improvement
• Collaboration
• Professional development
• Recognition

Delivering Outstanding Customer Relationships

You’ll build trusted relationships with key customers, become the senior point of escalation when needed and work proactively to improve retention and customer satisfaction.

You’ll regularly review performance with customers, identify opportunities for improvement and work alongside our commercial teams to strengthen long-term partnerships.

Driving Commercial Performance

You’ll understand that exceptional service and commercial success go hand in hand.

You’ll monitor service performance, control operational costs, improve efficiency and identify opportunities to grow recurring revenue whilst maintaining exceptional customer service.

Providing Technical Leadership

You’ll support our teams with your technical expertise across:

• Fire Detection & Alarm Systems
• CCTV
• Access Control
• Intruder Alarms
• Emergency Voice Communication
• Electronic Article Surveillance

You’ll also champion new technology, modern service systems and continuous innovation.

About You

You’ll probably already be leading a successful service department within the Fire & Security sector and now be looking for a role where you can genuinely influence the future of a business.

You’ll bring:

• Proven leadership experience within Fire & Security
• A track record of improving operational performance
• Strong commercial awareness
• Experience managing KPIs and service delivery
• Excellent customer relationship skills
• The ability to lead, motivate and develop people
• Strong technical understanding of fire and security systems
• A proactive mindset with a passion for continuous improvement

What Success Looks Like

Within your first 12 months you’ll have:

• Improved service KPIs across the business
• Increased customer satisfaction
• Reduced reactive issues
• Improved engineer engagement and retention
• Increased operational efficiency
• Enhanced profitability
• Introduced new ideas, systems and improvements
• Become a trusted member of the senior leadership team

What We Offer

• £45- £55,000 basic salary
• Annual performance bonus
• Company vehicle or car allowance
• Pension
• Ongoing professional development
• Modern systems and technology
• A genuine opportunity to shape the future of the business
• Clear progression towards Operations Director

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