Senior Manager Service Delivery

KION Group; Exeter; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Pension scheme

Laptop and phone provided

Employee incentive schemes

Job summary

STILL Material Handling in the UK is seeking a senior service leader to oversee Regional Service Managers and the associated engineering teams. You will provide leadership that lifts capability, drives performance, and delivers exceptional service across the UK, acting as a key member of the Service Leadership team.

You will coach and develop leaders, manage budgets, and ensure compliance with standards while strengthening dealer and partner relationships to increase service revenue and customer

Qualifications

• Demonstrable experience in leading and developing senior service teams.
• Experience managing service delivery with a focus on KPIs such as revenue, profitability and customer satisfaction.
• Strong coaching, mentoring and performance management capabilities.

Responsibilities

• Lead and develop Regional Service Managers through coaching, mentoring and performance reviews.
• Manage operational budgets including revenue responsibility up to £10m.
• Deliver core service KPIs: revenue, profitability, customer satisfaction and operational performance.
• Build strong relationships with customers and stakeholders to ensure high service levels.

Skills

Leadership

Coaching

Performance management

Stakeholder management

Communication

Negotiation

Strategic thinking

Job description

About the Role

In this role you will have UK wide responsibility for the management of the Regional Service Managers, and in turn our engineering teams, providing excellent leadership to lift the bar on capability, and ensuring all agreed targets are achieved. You will be a critical part of the UK Service Leadership team, delivering outstanding support via strong, effective relationships, as well as being an inspiring and highly effective senior leader collaborating across the company and acting as an exemplary ambassador and role model for STILL.

Responsibilities

• Lead and develop Regional Service Managers through effective coaching, mentoring and performance management.
• Conduct regular one-to-one reviews, providing clear direction, feedback and support.
• Manage operational budgets, including revenue of up to £10m.
• Deliver core Service KPIs, including revenue, profitability, customer satisfaction and operational performance.
• Build strong relationships with customers and key stakeholders to ensure high levels of service and retention.
• Ensure compliance with all commercial, technical, quality, health, safety and environmental standards.
• Strengthen service relationships across the dealer and partner network in partnership with the Dealer Development team.
• Ensure QHSE policies and safe working practices are consistently maintained and adhered to.
• Act as the escalation point for Regional Service Managers and customers, ensuring timely issue resolution.
• Support business growth by identifying and securing opportunities to increase service revenue and customer value.

We offer

At STILL Material Handling, we believe in rewarding our people.

Your package will include

• Competitive salary based on experience
• 25 days annual leave plus statutory bank holidays
• Additional holiday entitlement for long service milestones
• Company pension scheme (5% employer contribution, minimum 5% employee contribution)
• Access to discounts from major UK brands
• “Recommend a Friend” bonus scheme
• Eligibility for Employee Incentive Schemes
• Laptop and phone provided

Tasks and Qualifications

• Demonstrable experience within the Materials Handling industry.
• Proven leadership capability with experience managing both people and operational activities, including the successful leadership and development of leaders.
• Strong coaching and mentoring skills, with a track record of developing talent and enabling high-performing teams.
• Excellent communication, influencing, and negotiation skills, with the ability to engage effectively at all levels.
• Strong stakeholder management skills, capable of building and maintaining productive relationships while effectively influencing both peers and senior leaders.
• A dynamic, proactive, and resilient approach, underpinned by integrity, determination, and a results-focused mindset.
• Broad commercial and business awareness, with a strong understanding of operational priorities and customer requirements.
• Customer-focused and conscientious, consistently delivering high standards of service and operational excellence.
• Strong commercial acumen, with the ability to balance business objectives, operational performance, and customer outcomes.

Our Commitment to Inclusion

STILL Material Handling is an equal opportunities employer.

We welcome applications from all individuals regardless of age, disability, gender identity, marital status, race, religion, or sexual orientation.

If you require adjustments during the application or interview process, please let us know.

Please note: Successful candidates must provide proof of the right to work in the UK.

We are unable to offer sponsorship or relocation assistance at this time.

About KION

KION brands keep the world moving – globally, regionally, and locally. KION is the Supply Chain Solutions Company. With over 42,000 employees in more than 100 countries, we enable smart, sustainable, and reliable supply chains worldwide - wherever goods are stored, moved, or delivered. KION offers its customers the full spectrum of solutions to make their supply chains future-ready. Our international brands, Linde Material Handling, STILL, and Baoli and our regional brands, Fenwick and OM, stand for outstanding technological innovation, intelligent automation and service excellence in forklift trucks and warehouse equipment. Dematic complements this expertise with state-of-the-art automation technology and AI-supported software solutions that optimize intralogistics across warehousing, production, and distribution. Whether locally or globally – we offer exciting career opportunities in an innovative environment shaped by our core values: Integrity, Collaboration, Courage, and Excellence. Together, we create the magic of supply chain solutions. Join our team – Push it forward.