Aftermarket Delivery Service Manager

The Aftermarket Service Delivery Manager is responsible for leading the successful delivery of all aftermarket engineering and support services. This role ensures that customers receive a high‑quality, consistent service experience while overseeing a multidisciplinary team of Project Engineers and Administrative staff. The position plays a key part in driving operational performance, customer satisfaction, and continuous improvement within the Aftermarket function.

What you’ll be doing:

• Oversee day‑to‑day delivery of aftermarket engineering projects, service requests, and support activities.
• Lead, mentor, and develop Project Engineers and Admin staff.
• Allocate resources effectively across multiple workstreams and customer accounts.
• Set clear objectives, monitor performance, and support professional development.
• Act as the primary escalation and service contact for aftermarket customers.
• Manage service‑related issues, risks, and escalations, ensuring timely resolution.
• Track and manage KPIs, service performance metrics, turnaround times, and SLAs.
• Maintain governance processes, documentation, and compliance with internal standards.
• Identify opportunities to improve efficiency, quality, and customer experience.
• Implement process updates and drive adoption of best practice across the Aftermarket team.
• Support costing, quotes, and proposals for aftermarket work when required.
• Manage budgets or forecasts relevant to the aftermarket workstream.

Who we are looking for:

Essential:

• An individual with highly developed interpersonal and communication skills, with the ability to build trust, influence at all levels, manage conflict effectively and foster strong collaboration across diverse teams and stakeholders.
• A candidate with a strong track record of managing multiple projects or tasks with competing priorities, shared resources and interdependencies.
• Experience leading service delivery, project delivery, or technical customer‑facing operations.
• Proven ability to manage multiple tasks, priorities, and deadlines.
• Strong analytical skills with the ability to interpret performance data and drive improvements.

Desirable:

• Experience in the water industry, including wastewater permits and compliance.
• Experience in aftermarket, service, or after‑sales engineering environments.
• Background in project management or engineering management.
• Knowledge of continuous improvement methodologies (e.g., Lean, Six Sigma).
• Familiarity with CRM, ERP, or service management systems.

About us:

ELIQUO HYDROK is an award‑winning, established and growing, market leader. We provide water treatment solutions that keep seas and rivers clean and drinking water safe. From flood water management to sewage filtration systems, we provide innovative, environmentally considerate, cost‑effective, and practical solutions to municipal water companies. We’re passionate about our people, offering a range of benefits to our valued employees, including hybrid working and a Medicash healthcare plan. You will be part of a team of 180+ colleagues delivering high‑quality, essential services underpinning water infrastructure and environmental improvement across the UK.

Inclusion & Diversity:

At Eliquo Hydrok, we are committed to fostering a culture of Fairness, Inclusion and Respect across all areas of our business. We actively promote equality and diversity, and do not tolerate discrimination of any kind—whether based on gender, race, disability, age, religion, sexual orientation, or employment status. Our goal is to ensure that every individual, regardless of background, feels respected, valued, and empowered to reach their full potential. To support fairness in our recruitment process, we ask all applicants to complete an Equal Employment Opportunity (EEO) survey after applying. This helps us monitor and improve our practices, ensuring equal access to opportunities for everyone.

Benefits:

• Flexible/hybrid working options available
• Medicash Health Plan
• Company Pension
• Sick Pay
• On‑site parking
• Cycle to Work Scheme
• Company Events
• Appraisal and Personal Development programme