Senior Field Service Delivery Manager

ICE; Totton; On-site; GBP 44,000 - 48,000; Full time

Benefits offered by this job

Private healthcare

21 days annual leave plus bank holydas

Enhanced workplace pension scheme

ICE Cube discount and wellbeing portal

Life assurance 2x annual salary

Bonus payment after years of service

Holiday buy back scheme

Job summary

ICE is seeking a Service Delivery Manager to lead the regional field service engineers and hub teams in Southampton. You will ensure delivery of high-quality, cost-effective services to operational customers and maintain compliance with company standards.

The role is 40 hours per week, Monday to Friday, 8:30am–5:30pm, office-based. Candidates should have mechanical and electrical engineering experience, strong leadership, and a data-driven approach to improvement.

Qualifications

• Previous mechanical and electrical engineering experience essential.
• Proven ability to manage in high-pressure situations.
• Excellent communication and interpersonal skills with a strong ability to engage effectively at all levels.
• Strong analytical skills, capable of identifying opportunities and making data-driven decisions
• Experience in leadership roles within service delivery or operations management

Responsibilities

• Lead and develop Field Service Engineers, driving performance, quality, and continuous improvement through coaching, training, and performance management
• Manage regional engineering operations, including scheduling, daily check-ins, workload allocation, and monitoring job completion within agreed SLAs
• Improve service performance by increasing First-Time Fix rates, reducing unnecessary site visits through SMART call technology, and ensuring customer cases are resolved efficiently
• Conduct regular field visits and maintain oversight of regional hubs to optimise engineering availability, operational efficiency, and customer experience
• Monitor hub performance, daily output, rental order ETAs, and compliance with documentation requirements, including job sheets and photographs
• Carry out monthly safety audits, address identified issues, and ensure compliance with health, safety, quality, statutory, and company requirements

Skills

Field Service Leadership

Engineering Management

Performance Management

Data-driven decision making

Communication skills

Job description

ICE is seeking a Service Delivery Manager to lead the regional field service engineers and hub teams in Southampton. You will ensure delivery of high-quality, cost-effective services to operational customers and maintain compliance with company standards.

The role is 40 hours per week, Monday to Friday, 8:30am–5:30pm, office-based. Candidates should have mechanical and electrical engineering experience, strong leadership, and a data-driven approach to improvement.