At a Glance
- Tasks: Lead a team to ensure efficient parts delivery and customer satisfaction.
- Company: Join a leading service management company focused on operational excellence.
- Benefits: Enjoy competitive salary, generous holiday, and hybrid working options.
- Other info: Dynamic work environment with excellent development opportunities and team collaboration.
- Why this job: Make a real impact by enhancing customer experience and driving business growth.
- Qualifications: Proven leadership skills and a customer-focused mindset are essential.
The predicted salary is between 50000 - 60000 £ per year.
Overview
Purpose Service Delivery Manager evaluates, develops, and leads one of the Service Delivery teams to ensure that the organization’s strategy is implemented and executed effectively, consistently, and according to the established guidelines and budgets.
The role focuses on customer centricity and operational excellence.
Day‑to‑Day Responsibilities
The primary responsibility is to ensure that materials and parts are purchased, stocked, delivered, and utilized effectively to maximize customer service, operational performance, and revenue opportunities.
The Service Delivery Manager leads and supports the team to deliver rapid parts availability and technical assistance across all business areas, ensuring a customer‑focused approach centered on speed, efficiency, and operational excellence.
Key activities include
- Overseeing parts locations, delivery destinations, transportation activities, and inventory management to achieve successful delivery outcomes.
- Achieving first‑time parts fulfillment by ensuring the correct parts are sourced, supplied, and delivered in line with customer and operational requirements.
- Maintaining optimal stock levels within the UK depot and supporting next‑day service delivery to minimize downtime for customers.
- Managing supplier relationships, stock control, forecasting, and operational oversight to keep parts support reliable, responsive, and aligned to business objectives.
- Driving continuous improvement in parts availability, logistics performance, and technical support processes to enhance service delivery and contribute to business growth.
Responsibilities & Key Activities
- General Manager responsibilities including people management, setting targets, and conducting development plan discussions for team members.
- Facilitating information sharing and creating a collaborative working environment.
- Driving competence development and behaviour that represents KONE as one team toward the customer.
- Monitoring and leading team performance and KPI adherence.
- Using data to propose improvements to customer experience and operational efficiency.
- Ensuring short‑ and long‑term development, organizational optimization, and compliance with company policies.
- Managing the team’s operation within budget and ensuring processes are followed according to defined global processes.
- Keeping up to date on team systems, establishing emergency/contingency/crisis recovery plans, and conducting periodic drills.
- Implementing and ensuring proper working of new tools, processes, and systems.
- Managing hiring, onboarding, training, and continuous improvement of skill levels through coaching and other development initiatives.
- Creating a friendly and desirable working environment to maximize turnover rate.
- Entry Requirements
- Proven leadership and managerial experience, including coaching, motivation, and team development.
- Experienced Service Management professional with a customer‑focused, service‑oriented mindset.
- Experience in process development and implementation of new practices.
- Good technical experience and IT literacy; proficiency in MS Office, Excel, and Word.
- Knowledge of SAP and Salesforce preferable.
- Good communication skills in both written and spoken English.
Benefits
- Competitive salary
- 25 days holiday plus 8 additional bank holidays, 1 volunteering day
- Pension scheme
- Development opportunities and development reviews
- Bonus, car, dental insurance, private medical insurance
- KONE discounts
- Prolonged disability insurance (PDI), long service awards
- Hybrid working, 24/7 GP support, wellbeing access
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