Service Delivery Manager

Collaborate Recruitment; Ferndown; On-site; GBP 70,000; Full time

Job summary

A leading recruitment agency is seeking a Service Delivery Manager to oversee customer service and scheduling in Ferndown. The ideal candidate will have over 5 years of experience in customer service management and strong leadership skills. The role offers a competitive salary up to £70k, quarterly bonuses, and opportunities for progression within a supportive team environment. If you thrive in a fast-paced environment, apply now for this exciting career move.

Benefits

Competitive salary up to £70k

Quarterly performance bonus

On-site parking

Up to 25 days holiday plus bank holidays

Qualifications

• At least 5 years of experience in customer service management or operations.
• Strong leadership and ability to mentor a growing team.
• Highly organized with excellent attention to detail.
• Ability to manage multiple priorities in a fast-moving environment.

Responsibilities

• Oversee customer communication and coordinate field teams.
• Lead and support the customer delivery and scheduling team.
• Identify and implement process improvements.
• Maintain accurate CRM and operational data.

Skills

Leadership skills

Customer service management

Organizational skills

Communication skills

Tools

Microsoft Office

CRM systems

Job description

The Service Delivery Manager will assume responsibility for leading and developing the customer service, scheduling, and coordination function within this growing organisation. The ideal candidate will be an experienced people manager, with a background in Facilities Management / Operations or a similar service‑led, installations / maintenance company.

Key Responsibilities

Oversee customer communication, coordinate field teams, improve processes, and ensure high‑quality and end‑to‑end service delivery.

Lead, coach, and support the customer delivery and scheduling team, setting clear, measurable goals and providing support and ongoing feedback.

Foster a culture of accountability, collaboration and continuous improvement.

Work closely with the senior management team to help drive key business priorities and growth strategies.

Oversee the scheduling of service visits, installations, and surveys – acting as main point for escalations within the department.

Ensure timely, professional communication with customers and partners.

Track jobs and projects through to completion.

Maintain accurate CRM and operational data.

Resource planning: Monitor workload and capacity, supporting the team as required.

Identify and implement process improvements (delivery, scheduling, communication workflows).

Introduce best practice and tools to support planned growth initiatives.

Qualifications

At least 5 years experience in customer service management, service delivery, or operations.

Strong leadership and communication skills, with confidence in mentoring and supporting a growing team.

Highly organized with excellent attention to detail.

Ability to manage multiple priorities in a fast‑moving environment.

Confident with Microsoft Office and CRM / job management systems.

Experience in facilities management or service‑led environments (advantageous).

Proactive, solutions‑focused, and hands‑on.

Benefits

Competitive salary (up to £70k).

Quarterly performance bonus.

Clear progression opportunities and a friendly supportive team environment.

On‑site parking.

Opportunities to influence process, efficiency, and customer experience.

Up to 25 days holiday plus bank holidays.

This is an office‑based position, and therefore our client is looking for someone within a commutable distance of their Ferndown office. If you are an ambitious, people‑centred leader, who thrives in fast‑paced, growing organisations, this could be an exciting career move. Please get in touch with Joy Bruce at Collaborate Recruitment for more information or to apply.