Operations Manager – Support Services in Peterborough

Field Based - Commutable to Peterborough, Runcorn or Southampton

Reporting to: Head of Service Delivery & Operations

Location: Field Based but within commutable distance of either Peterborough, Runcorn or Southampton

Hours: Full time, 40 hours per week and may be required to occasionally support with weekend management rota

Date: April 2026

Business Overview

With over 50 years of experience, ICE is the UK’s largest independent provider of cleaning equipment. We manage thousands of sites across the UK in a wide variety of sectors including retail, healthcare, warehousing, manufacturing, distribution, and education. As well as supplying and servicing traditional cleaning equipment, we also have over a decade of experience in robotic floor cleaning machines. We are not only committed to a greener future through our own ESG strategy, but we also place the utmost focus on ensuring we offer products and services to customers that support their own sustainability goals and commitments. At ICE we strive to encourage personal development and career progression, offering on-the-job training as well as support for professional qualifications for our employees. We are a fast-growing business, and this position would suit someone who likes to hit the ground running and has a drive for success.

Role Overview

As Operations Manager – Support Services, you are responsible for the day-to-day performance and coordination of all support functions within the Service Delivery team. This includes Helpdesk, Scheduling, Technical Administration, Parts, Smartcall and Key Accounts. This is a hands‑on, operational management role, focused on ensuring that all support services run efficiently, enabling Engineering teams to deliver against SLAs while maintaining a high standard of customer experience. You will work closely with your management team to manage workflow, resolve issues and continuously improve service delivery. You will lead a team of Service Delivery Managers, ensuring alignment with business objectives, customer expectations and Service Level Agreements (SLAs). This role requires a strategic mindset combined with hands‑on operational leadership.

Key Responsibilities and Accountabilities

• Operational Management and Strategy

• Take ownership of daily support service operations, ensuring all customer requests, jobs and parts are processed accurately and on time.
• Hold regular operational reviews with Service Delivery Managers to track performance, address issues and remove blockers.
• Maintain visibility of live activity across Helpdesk, Scheduling, Smartcall, Parts and Key Accounts.
• Act quickly to resolve operational issues that impact service delivery, SLA performance or customer satisfaction.
• Set clear expectations and accountability across all functions.
• Coach and support managers to improve consistency, capability and performance.
• Drive a collaborative, high-performance culture across support services and wider Service Delivery.

• Own and drive key performance indicators (KPIs) including SLA adherence.
• Ensure consistent, high-quality service delivery across all departments.
• Oversee daily operational performance, ensuring all scheduled activities are completed effectively.
• Implement and monitor performance review frameworks and continuous improvement initiatives.
• Analyse operational data to identify trends, risks and opportunities for improvement.

• Oversee Helpdesk operations to ensure all service requests are logged, prioritised and resolved efficiently.
• Work with the Service Delivery Manager – Operations Administration to ensure scheduling is optimised with effective allocation of engineers and strong SLA adherence.
• Monitor workflow, backlog and response times, taking action to maintain service levels.
• Ensure administrative processes, documentation and compliance records are kept up to date and accurate.
• Drive improvements in systems, processes and automation to increase efficiency and reduce errors.

• Oversee the Parts & Hub Administration function to ensure engineers and customers receive the right parts at the right time.
• Ensure strong control of parts ordering, van stock management and supplier performance.
• Monitor parts availability, ageing and order accuracy, addressing any delays or risks.
• Support effective coordination between parts, hubs, engineers and Smartcall to enable first‑time fixes.
• Drive improvements in parts processes, supplier management and stock visibility.

• Oversee the Smartcall function, ensuring effective remote diagnosis and resolution of equipment issues.
• Drive the use of Smartcall to reduce unnecessary site visits and improve first‑time fix rates.
• Ensure strong collaboration between Smartcall, Helpdesk, Parts, Hubs and Field Engineering teams.
• Monitor performance and identify opportunities to increase efficiency and service quality through remote support.

• Oversee the Service Delivery Manager – Key Accounts, ensuring consistent delivery against SLAs and contractual commitments.
• Support the team in maintaining strong client relationships and service performance.
• Review customer performance data, service issues and improvement plans.
• Act as an escalation point for high‑priority customer concerns.
• Ensure alignment between operational delivery and commercial objectives.

Qualifications, Skills and Experience

• Strong operational leadership experience within a service delivery or support environment.
• Experience managing Helpdesk, Scheduling, Administration, or Customer Support functions.
• Ability to manage multiple operational areas simultaneously and make decisions in fast‑paced environments.
• Strong problem-solving skills with a hands‑on approach to resolving issues.
• Experience using data to drive performance and improvements.
• Confident communicator with the ability to lead across multiple teams and levels.
• Strong leadership and team management skills with a track record of driving performance.
• Excellent analytical skills to interpret data, optimise workflows and improve efficiencies.
• Ability to build strong relationships with both internal teams and external stakeholders.
• IT Literate.
• Proven track record in hitting and exceeding KPI’s and SLA’s.
• Highly self‑motivated and organised.
• Energetic, engaging, and positive approach to customers and colleagues.