Service Delivery Manager in Wednesbury

Manheim Auction Services is proud to be part of Cox Enterprises — a family-run company with a remarkable 120-year legacy of innovation and forward thinking. As the world’s largest automotive services organization, we’re a global force with more than 24,000 team members supporting over 40,000 customers worldwide.

At Manheim, we believe our differences drive us forward. We champion a culture where everyone — our people, clients, and communities — can thrive together, united by respect, inclusion, and a shared passion for progress. Diversity isn’t just a value; it’s a vital part of our success.

Manheim Auction Services offers a seamless blend of physical and digital auctions, connecting buyers and vendors with an extensive range of vehicles. Whether in person or online, we’re redefining the vehicle auction experience — one transaction at a time.

Why Join Us & What’s In It For You?

• Access to a wide range of benefits, including exclusive discounts and cashback offers.
• Option to buy additional holiday days.
• Your birthday off every year - paid.
• One annual Well-Being Day for you to relax and recharge.
• One paid Charity Day to give back and support a cause that matters to you.
• Opportunities for career progression across the Cox Automotive network.
• Competitive pension scheme.

About The Role

A dynamic opportunity to lead, manage, and drive all aspects of the Service Delivery function, ensuring the highest standards of customer service and operational excellence. This role is dedicated to providing strategic support and direction, with a focus on delivering results through best practices, continuous improvement, and a culture of performance. Working within defined KPIs and SLAs, the role champions efficiency, innovation, and seamless service delivery to exceed customer expectations.

What You’ll Be Doing

• Lead and manage the Vendor Support and Payments teams, overseeing daily operations to ensure optimal resource allocation across reception, administration, customer service/call handling, and auction rostrum support (including block clerks).
• Ensure rostrum setup (audio and video) is completed, tested, and fully operational ahead of each auction. Promptly escalate any technical issues in accordance with the Rostrum Setup Policy.
• Build and maintain strong relationships with buyers and vendors, identifying opportunities to enhance customer experience and drive new business growth.
• Deepen understanding of buyer and vendor needs through proactive engagement and ongoing professional networking, helping to tailor services to meet evolving expectations.
• Take full ownership of people management responsibilities, including monthly 1:1s, team development, and leading investigations, disciplinary actions, grievances, and performance reviews with support from the local HR Business Partner.
• Ensure consistent delivery of high-quality services in line with contractual obligations and key performance indicators (KPIs), including vendor SLA compliance and continuous service improvement.
• Serve as the first point of contact for all internal and external Service Delivery enquiries, efficiently managing customer complaints and minimizing the need for escalation.
• Work closely with the Operations Manager, Transport Department, and Buyer Services Manager to ensure accurate vehicle entries and process compliance throughout the auction cycle.
• Actively identify and implement process improvements to enhance efficiency, increase revenue, and boost overall site profitability.

What We’re Looking For

• Proven experience in people management, with the ability to lead, motivate, and develop large teams in a dynamic environment.
• Solid background in operational or logistical roles within highly regulated and fast-paced industries.
• Strong budgetary and financial planning skills, with experience managing operational costs and delivering against financial targets.
• Excellent communication and interpersonal skills, with the ability to engage effectively at all levels.
• Strong time management and organisational abilities, with a structured and proactive approach to workload and priorities.
• Sound knowledge of Health & Safety (H&S) regulations, with a commitment to maintaining safe working environments.
• Demonstrated ability to handle customer-facing responsibilities, including resolving queries and managing complaints with professionalism and efficiency.
• A good working knowledge of Manheim products, services, and internal systems is highly desirable.

We’re Committed to Inclusion

We are proud to be an inclusive and equal opportunity employer. We celebrate diversity in all its forms. We are a place where you can be you.

Ready To Join Our Team & Make A Difference?

Apply now and drive your career forward with one of the automotive industry’s most trusted names.