Service Delivery Manager

Service Delivery Manager

Salary

Location

• Peterborough (Office Based)
• About Trade Mastermind

Trade Mastermind is one of the UK's fastest-growing business education, coaching, and business services organisations.

Founded by BBC The Apprentice winner Joseph Valente, our mission is to help ambitious business owners achieve sustainable growth, increase profitability, and build businesses that create long-term freedom and success.

While our roots are in supporting the construction and trades sector, today we work with small and medium-sized businesses across a wide range of industries, providing the tools, strategies, systems, and support needed to scale successfully.

Through industry-leading coaching, training, consultancy, recruitment, marketing, technology solutions, and business support services, we help thousands of entrepreneurs and business owners accelerate growth and overcome the challenges that come with scaling a business.

The Role

This is a senior leadership position responsible for the delivery, performance, and continuous improvement of all Trade Group Services.

You will oversee service operations across multiple business units, ensuring every client receives a consistent, professional, and results-driven experience.

This is a build, optimise, lead, and scale role.

Key Responsibilities

Service Delivery & Operations

• Own and manage service delivery across Trade Recruit, Trade Design, Trade Social, TM CRM, and Valente Consulting.
• Ensure all services meet high standards, agreed timelines, KPIs, and client expectations.
• Develop and implement service delivery strategies that support business growth and client retention.
• Create scalable processes, workflows, and operational frameworks across all service divisions.
• Monitor service performance, identify bottlenecks, and drive continuous improvement initiatives.
• Manage project delivery, client onboarding, service implementation, and ongoing account success.

Team Leadership

• Lead, develop, and support service delivery teams across multiple departments.
• Establish clear KPIs, accountability measures, and performance standards.
• Foster a high-performance, solution-focused culture.
• Provide coaching, mentoring, and development opportunities for team members.
• Recruit and build teams as the business continues to grow.

Client Experience & Retention

• Ensure a seamless client journey from onboarding through to service completion.
• Manage escalations and resolve complex client issues effectively.
• Monitor client satisfaction, retention, and engagement metrics.
• Implement feedback systems and use client insights to improve service quality.
• Work proactively to maximise client success and long‑term relationships.

Systems & Process Improvement

• Drive digital transformation and operational efficiency through technology and automation.
• Implement and optimise CRM systems, project management tools, reporting platforms, and workflow automation.
• Build reporting dashboards that provide visibility of department performance and client outcomes.
• Continuously review and refine service delivery processes to support scale.

Strategic Leadership

• Work closely with senior leadership to align service delivery with company goals and growth objectives.
• Support new product launches and service expansion initiatives.
• Contribute to strategic planning and operational decision-making.
• Play a key role in building the UK's leading ecosystem of services for trade business owners.

What We're Looking For

• Proven experience in a senior Service Delivery, Operations, Customer Success, or Client Services leadership role.
• Strong experience managing multiple service functions or business units.
• Demonstrated success in creating scalable operational processes and improving performance.
• Excellent leadership, communication, and stakeholder management skills.
• Commercially aware with a strong understanding of client retention and service profitability.
• Data-driven mindset with the ability to analyse performance metrics and implement improvements.
• Experience with CRM systems, project management platforms, customer success tools, and automation software.
• Ability to thrive in a fast-paced, high-growth environment.
• Experience within business consultancy, marketing agencies, recruitment, coaching, education, or construction sectors would be advantageous.
• What You'll Receive
• £60,000 - £75,000 salary depending on experience.
• Pension Scheme.
• Ongoing leadership development and training.
• Clear career progression opportunities.
• 20 days plus bank holidays.
• Birthday off.
• Access to Trade Mastermind events and industry-leading training.
• Opportunity to be part of one of the UK's fastest-growing businesses serving the construction sector.
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