Service Delivery Manager in Derby

Rhames Ltd are one of the UK's leading electro-mechanical specialists within the waste water, pharmaceutical and brewing industries. Rhames operates from its centrally based headquarters in Nottingham providing clients with turn-key design, project management & manufacturing/maintenance services. We are looking for an experienced, self-motivated, forward-thinking individual to join our business as a Service Delivery Manager. This role will be responsible for the end-to-end delivery of services across the PSE Division (Process Separation Equipment), with overall responsibility for service standards, performance and outcomes across operational departments.

Key Responsibilities:

• Own and lead the overall service delivery function, ensuring work is delivered safely, on time, within scope and to agreed quality standards.
• Act as the primary point of accountability for service performance across the PSE division.
• Be responsible for service delivery performance.
• Develop and implement service delivery strategies aligned with business objectives.
• Provide direct line management to the PSE team, including performance management, development, resourcing and workload planning.
• Ensure the PSE workshop operates efficiently, safely and in compliance with all regulatory, SHEQ and quality requirements.
• Set objectives and KPIs for the PSE team and monitor performance against them.
• Ensure processes are followed correctly, identify and provide (arrange) training where required.
• Manage and promote a good, positive culture at all times within the team.
• Work closely with Heads of Department to ensure consistent delivery methodologies, quality standards and customer outcomes.
• Identify service delivery risks, gaps or inefficiencies across departments and lead corrective actions.
• Support audits, inspections and compliance activities as required.
• Act as a senior escalation point for service-related issues or customer concerns.
• Maintain strong working relationships with internal stakeholders, customers and partners.
• Ensure customer expectations are clearly understood, managed and met across all service delivery functions.
• Define, track and report on service delivery KPIs, SLAs and operational performance metrics.
• Identify opportunities to improve service processes, systems and ways of working.
• Lead or support change initiatives aimed at improving efficiency, cost control and service quality.

Essential:

• Proven experience in service delivery or operations management within an engineering, manufacturing or technical services environment.
• Experience managing teams directly and working in a matrix management structure.
• Strong leadership, communication and stakeholder management skills.
• Ability to influence without direct authority.
• Strong understanding of service quality, compliance and operational performance.

Desirable:

• Background in PSE, CHP, manufacturing or similar technical disciplines.
• Experience working closely with SHEQ and project teams.
• Formal management or leadership qualifications.

Personal Attributes:

• Highly organised and delivery-focused.
• Collaborative and confident communicator.
• Calm under pressure with strong problem-solving skills.
• Detail-oriented but commercially aware.
• Proactive, adaptable and improvement-driven.