Service Delivery Manager

Hisense UK; Leeds; On-site; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Bonus scheme

25 days holiday

In-house learning platform

Long service awards

Salary sacrifice schemes

Discounts on Hisense products

Shopping portal discounts

Free onsite parking

Job summary

Hisense UK in Leeds is seeking an experienced Service Delivery Manager to lead after-sales service operations, drive customer satisfaction, and ensure efficient cost control across the UK service network.

You will oversee external partners, manage spare parts planning, and work with international teams in Europe and China to shape service strategy.

The role demands strong stakeholder management, analytical skills, and a track record of delivering measurable service improvements.

Qualifications

• Proven experience in service delivery or after-sales management.
• Experience managing third-party providers against KPIs/SLAs.
• Strong analytical and problem-solving skills.

Responsibilities

• Monitor and manage service delivery performance against KPIs, SLAs, and quality standards.
• Oversee external partners' performance and drive continuous improvement.
• Lead spare parts operations including forecasting and inventory management.
• Collaborate with internal and international teams to align service strategy.

Skills

Service delivery management

Stakeholder management

Operational leadership

Analytical thinking

Communication skills

Education

Bachelor's degree or equivalent in business/engineering

Tools

Service management tools

Job description

Founded in 1969, Hisense is a global technology company dedicated to making innovative, high-quality products accessible to consumers worldwide.

With a diverse portfolio spanning televisions, refrigeration, laundry and other home appliances, Hisense continues to expand its presence in the UK and international markets.

To discover more about Hisense UK, please visit our website Hisense UK About

About the Role

We are looking for an experienced and results-driven Service Delivery Manager to join our UK Service team, based in Leeds, reporting directly to Head of Service. In this role, you will play a key part in driving service excellence across our after-sales operations, ensuring high standards of customer satisfaction, operational efficiency and cost control.

You will be responsible for overseeing the performance of our external service partners, supporting spare parts operations and driving continuous improvements across our service network. Working closely with the Head of Service, internal departments, external service providers and international colleagues across Europe and China, you will help shape and deliver our service strategy.

This is an excellent opportunity for a service professional who enjoys solving operational challenges, building strong partnerships and delivering measurable improvements.

Responsibilities

Service Delivery & Performance Management

• Monitor and manage service delivery performance against agreed KPIs, service level agreements (SLAs) and quality standards.
• Oversee the performance of third-party service providers, ensuring consistent service quality, efficiency and customer satisfaction.
• Identify areas of underperformance and implement corrective action plans to drive measurable improvements.
• Drive accountability and continuous improvement across internal teams and external service partners.

Service Operations & Continuous Improvement

• Work closely with the Head of Service to develop and implement operational plans, budgets and service improvement initiatives.
• Review and optimise existing service processes to improve efficiency, reduce costs and enhance the customer experience.
• Support the ongoing development and optimisation of the UK service network.
• Identify opportunities to improve operational effectiveness while maintaining high standards of repair quality.

Spare Parts Management

• Oversee and support spare parts operations, including demand forecasting, availability and inventory management.
• Work with relevant internal teams and external partners to ensure efficient spare parts supply and distribution.
• Identify opportunities to improve spare parts availability, operational efficiency and cost control.

Stakeholder & Partner Management

• Build and maintain strong working relationships with external service providers and internal stakeholders.
• Collaborate with colleagues across the UK, Europe and China to align service operations with wider business objectives.
• Provide clear performance updates, reports and recommendations to senior management.
• Influence and engage stakeholders to support service improvement initiatives and operational changes.

About You

We are looking for someone who combines strong technical knowledge with excellent operational and stakeholder management skills.

Requirements

• Proven experience in service delivery, after-sales service management or a similar operational leadership role.
• Experience managing third-party service providers and driving performance against agreed KPIs and SLAs.
• Strong understanding of spare parts operations, including inventory management, forecasting and supply chain coordination.
• Demonstrable experience improving service quality, operational efficiency and customer satisfaction.
• Strong analytical and problem-solving skills, with the ability to identify performance gaps and implement effective solutions.
• Excellent communication, negotiation and stakeholder management skills.
• Strong organisational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Ability to produce clear, accurate and professional reports and presentations.

Benefits Include, But Are Not Limited To:

• Competitive salary with bonus scheme
• 25 days of holiday plus Bank Holidays.
• In-house learning platform, develop your skills for your career and your role.
• Long service awards
• Salary sacrifice schemes
• Discounts on Hisense products
• Access to a shopping discount portal
• Free onsite parking

Important – Please Read Before Applying

When accessing TestGorilla, you may see references to an "assessment", including an estimated assessment duration and instructions to start an assessment. Please disregard these references at the initial application stage.

You will not be required to complete any online assessments when submitting your initial application. You only need to provide your details, answer the application questions, and upload your CV. Following our initial screening, candidates being considered for a first interview may subsequently be invited to complete online assessments relevant to the position.

IMPORTANT NOTICE

We are an equal opportunity employer committed to creating a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds, and all qualified applicants will be considered without regard to race, color, religion, gender, sexual orientation, national origin, disability, or any other characteristic protected by law.