Service Delivery Manager

At Planteria Group, we help organisations reimagine their workplaces, making them more productive, healthy, and sustainable. From creating warm, welcoming reception areas to designing large-scale living architecture, we turn ordinary spaces into vibrant places where people genuinely love to be. We’ve grown from a small family business into the UK’s leading interior landscaping specialist, transforming workplaces and commercial environments with the power of nature, to international expansion with operations in the US.

Your Impact:

Based at our Henham office and reporting to the Head of Customer Experience, the Service Delivery Manager plays a critical role in ensuring our clients receive the exceptional service they expect from Planteria. Leading our Planning and Helpdesk teams, you'll be responsible for delivering a reliable, efficient, and profitable service operation across the UK. This role sits at the heart of our service delivery function, bringing together planning, operational performance, client experience, and commercial outcomes. You'll work closely with Regional Managers, Team Leaders, and commercial teams to ensure we consistently deliver on our promises while driving continuous improvement across our service operation.

You will be responsible for:

• Leading the day-to-day planning and scheduling of all contracted service visits across the UK.
• Driving our commitment to industry-leading client experience through exceptional response and resolution times.
• Identifying service risks before they impact clients and coordinating rapid recovery plans where required.
• Managing and improving Service Contract Gross Profit through efficient planning, utilisation, and route optimisation.
• Managing, coaching and developing your team across Planning, Helpdesk, and Planning Super Users to create a proactive, high-performing culture.
• Ensuring Microsoft Dynamics 365 Field Service, FLS, and optimisation tools are used effectively and consistently.
• Developing clear service delivery processes, KPIs, dashboards, and performance standards.
• Working cross-functionally to resolve recurring operational challenges and eliminate unnecessary firefighting.
• Ensuring contract changes, additions, and cancellations are accurately reflected within service plans.
• Supporting Planteria's Project Gold ambition and contributing to the delivery of an exceptional client experience.

You will be a great fit if you have:

• Experience leading planning, scheduling, service delivery, logistics, or operational support teams within a multi-site environment.
• A passion for delivering outstanding client experiences and a belief that operational excellence underpins customer satisfaction.
• Strong commercial awareness with the ability to understand and influence profitability drivers.
• A data-driven and analytical approach to problem-solving and decision-making.
• Experience using field service, scheduling, workforce planning, or route optimisation systems.
• The ability to balance short-term operational priorities whilst implementing long-term improvements.
• Strong leadership and coaching skills with a track record of developing engaged, accountable teams.
• Confidence building relationships across multiple departments and influencing stakeholders at all levels.
• A continuous improvement mindset and a desire to challenge the status quo.

Essential Qualifications & Experience:

• Experience managing operational planning, scheduling, or service delivery functions.
• Strong understanding of workforce utilisation, service performance metrics, and planning principles.

Key Measures of Success as our Service Delivery Manager:

• Contracted service visits delivered as scheduled, consistently.
• Promised and Physical Resolution Time metrics achieved.
• Zero service-based cancellations.
• Achievement of Service Contract Gross Profit targets.
• Technician productivity, utilisation, and route efficiency performing at agreed levels.
• Effective adoption and compliance with planning systems and optimisation tools.
• Strong engagement, capability, and development within your team.

Your Career Progression & Development

We believe careers aren’t one size fits all. That’s why we invest in learning and development across all our roles, empowering individuals to grow in ways that suit their strengths, whether that’s leading people, deepening expertise, or sharing knowledge as part of our wider training and development community.

Our Benefits:

• Quarterly Company Bonus Scheme
• Annual Performance Related Bonus Scheme
• BUPA Cash plan
• Private Medical Insurance
• Learning and Development Support
• Lunch provided at our offices
• 25 days holiday, plus any UK Bank Holidays
• Free plants and flowers every Wednesday at Planteria HQ
• Ability to work 1 day per week from home

At Planteria Group, our culture is guided by our core values: Humble & Confident, Positive & Energetic, One TEAM, Relentless to Improve, and Create Wow! If you want to be part of a flourishing, fast-growing business that values agility, collaboration, and creativity, we’d love to hear from you. If you feel that you don’t quite hit the experience, we’re after, please do apply anyway as we’re always looking for people who are looking to grow and develop us!

Planteria Group is proud to promote equality of opportunity and an inclusive culture where everyone can thrive.

Accessibility & Adjustments

We want every candidate to have the best possible experience throughout our recruitment process. If you require any adjustments or accommodations at any stage, including the interview, please let us know, and we will be happy to support you.

Health and Safety:

Line Managers are responsible for promoting a safe working environment and ensuring their team follows Health & Safety policies. They provide guidance, training, and supervision, ensure risk assessments and safe systems of work are followed, address hazards promptly, report and support investigations of incidents, ensure staff have proper equipment and PPE, and lead by example to foster a positive safety culture.

Please note: For roles involving client site attendance, successful candidates will be required to obtain BPSS (Baseline Personnel Security Standard) clearance. This forms part of our pre-employment checks.