Service Delivery Manager - Pioneer of the British Lift Industry in Andover

Operational Leadership. Customer Excellence. Engineering Services Environment. Are you an experienced Service Delivery Manager ready to lead from the front within a high‑performing, Private Equity‑backed engineering services business? Liftec Express – a leading independent provider of lift and escalator maintenance, repair and modernisation services across the UK – is entering an exciting phase of performance acceleration and value creation. We are now seeking a driven and people‑focused Service Delivery Manager to lead our field‑based Service Engineers, ensuring operational excellence, outstanding customer experience, and a strong safety culture.

This is a hands‑on leadership role within a fast‑paced SME environment where your impact will be seen daily in service performance, team engagement and customer satisfaction.

The Role at a Glance:

• Location: Andover Region (c1 hour radius)
• Hybrid / Office and 2/3 days onsite
• Core hours: Onsite 08:00-17:00, with one hour for lunch
• Reporting to: Service Director

Note: We will buy you out of any training funded by your current employer.

Company: Pioneer of the British lift industry. Formerly part of global brand Otis – Private Equity‑backed by R Capital since 2025. An independent service provider, specialising in the supply, installation, maintenance, repair and modernisation of all types of lift equipment.

Pedigree: Clients include national retail chains/major hospitals, large facilities management providers and MOD sites.

Culture: Safety, Ethics & Quality Focused.

Your Background:

• Service management or operations leadership within engineering, lift, construction or field‑service environments.
• Skills: Team leadership, customer management, operational performance, EH&S compliance.

Who we are: Liftec Express is a well‑established, highly respected name in the UK lift and escalator services sector. Previously part of OTIS, the world's leading manufacturer and service provider of elevators, escalators, and moving walkways – the business is now owned by R-Capital and with greater agility as a standalone company is gearing for rapid growth. The business delivers maintenance, repair and modernisation solutions across commercial, residential and public‑sector environments – including prestigious and high‑profile sites. As a Private Equity‑backed organisation, Liftec is focused on operational excellence, service performance, safety, and sustainable growth. The business combines technical engineering capability with strong service delivery and long‑standing client relationships.

This is a key operational leadership role during a significant value‑creation phase. Ready for your next adventure? Reporting to the Service Director, you will lead the Service Engineers with full responsibility for EH&S, resource allocation, operational delivery and customer experience. You will manage the day‑to‑day running of the service department, covering planned maintenance, call‑outs and minor repairs, ensuring SLAs and performance targets are met. You will motivate and develop your team through regular 1:1s, coaching, performance management, recruitment support with HR, and core line management duties including timesheets, expenses and leave approval. You will implement service strategies aligned to business objectives, forecast demand and maintain appropriate staffing levels. Maintaining strong client relationships will be key, including handling escalations, attending customer meetings with Account Managers, and ensuring field‑related queries are resolved effectively. You will drive technology adoption and lead Field Quality Audits to enhance productivity and service standards. Safety leadership is essential. You will promote a strong safety culture, ensure compliance with Liftec Express safety policies, conduct FPA(s), deliver safety training, maintain PPE, tools and vehicles, and close out safety actions within required deadlines. The role holder shall carry out their duties in accordance with the stipulated business policies and procedures.

About You:

• You are a confident, client‑facing operational leader who thrives in a field‑service environment.
• With strong communication and interpersonal skills, you build trust quickly with customers, engineers and internal stakeholders.
• You have proven experience in service delivery processes and project management within an engineering or technical services environment.
• You are IT literate and comfortable using service management software and Microsoft Office.
• Analytical in your approach, you use data and performance metrics to monitor service levels, identify improvements and drive continuous enhancement.
• You have experience managing teams, motivating individuals and fostering a high‑performance culture.
• Familiarity with service level agreements (SLAs), operational KPIs and performance management frameworks is essential.
• You are safety‑conscious, solutions‑focused and comfortable balancing operational demands with strategic objectives in a dynamic, fast‑paced environment.

Access to Discounts Platform Holiday – 25 days per year plus bank holidays – holiday year - January to December Wellness (Day 1) - Employee Assistance Programme Death in Service (Day 1) 3 x Salary - Canada Life Sickness Scheme - Discretionary Family Policies - Industry‑leading enhanced maternity and paternity provision subject to service Overtime paid Monday to Saturday at 1.5 times the normal rate and on Sunday/Bank Holidays at 2 times – pre-approved only. Night call: One week in four; standby £50 per weekday night, £125 per weekend night. Engineer Incentive Scheme - Discretionary Radius Pay – detailed in Variable Pay Policy Van/Fuel Card/Pre‑programmed parking application payments.

Why Join Liftec Express?

• Operational leadership role within a respected PE‑backed growth business.
• Direct impact on service performance and customer satisfaction.
• Strong engineering heritage with ambitious growth plans.
• Opportunity to shape team culture, safety and operational excellence.
• Dynamic environment with real accountability and influence.
• Significant investment in new tools and technology so you can do your best work.

If you are an experienced Service Delivery Manager looking for a high‑impact leadership opportunity within a respected engineering services business, we would love to hear from you. Apply now to explore this opportunity in confidence.