Service Delivery Manager

Smiths News; United Kingdom; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Car allowance

Company bonus

Health cash plan

Holiday entitlement (25 days)

Training & development

Sharesave scheme

Cycle to work

Private medical insurance

Employee assistance programme

Job summary

Smiths News is seeking a data-driven operations professional to drive performance across its recycling and service delivery networks. You will own KPI reporting, analytics, and stakeholder collaboration to deliver cost-efficient improvements.

Key focus areas include translating data into actionable insights, managing cross-site operations, and ensuring robust performance against targets in a fast-paced environment within the UK.

Qualifications

• Proven experience in operational service delivery or multi-site operations.
• Strong analytical skills to interrogate data and translate insights into improvement.
• Advanced Excel skills; KPI reporting, dashboards; Power BI desirable.
• Experience driving performance improvements and accountability.
• Excellent communication and stakeholder management.
• Strong commercial awareness of service quality and cost.
• Highly organised and able to prioritise in a fast-paced environment.
• Proficient in Microsoft Office, especially Excel, Word and PowerPoint.

Responsibilities

• Drive operational performance and service delivery across the Smiths News Recycle business.
• Provide accountability for KPI delivery, compliance, and cost efficiency.
• Translate operational information into actionable insights and data-led views.
• Collaborate with depot teams and wider stakeholders to improve service delivery and manage risk.

Skills

Operational service delivery

Performance management

Data analysis

Stakeholder management

Communication

Commercial awareness

Organisation

Office suite proficiency

Tools

Excel

Power BI

Job description

£50,000 per annum plus £5,688 per annum car allowance, bonus and benefits.

Our reputation as the UK’s largest newspaper and magazine wholesaler speaks for itself. Every day, we serve more than 22,000
customers from 34 distribution centres across the country. Behind every nightly miracle is a team of dedicated people carrying out more roles than you realise – we’re the unseen force that delivers. So when we say we’re excited for what the future holds for our customers and colleagues, you can trust we’re as good as our word.

Responsible for driving operational performance, service delivery and continuous improvement across the Smiths News Recycle business. The role will provide clear accountability for KPI delivery, operational compliance, customer outcomes and cost efficiency, using robust data analysis and performance management to identify root causes, address service gaps and deliver sustainable improvement. A key focus will be developing a reliable, data-led view of performance, translating operational information into actionable insights and working collaboratively with depot teams and wider stakeholders to improve service delivery and proactively manage risk.

What we can offer you

Not only do we offer free onsite parking, 4x salary life assurance and 5% match pension but you’ll also have access to:

• £5,688 per annum car allowance
• Company bonus
• Company funded Health Cash Plan – providing cash back for everyday healthcare costs such as dental, optical and physiotherapy
• 25 days holiday plus holiday buy scheme
• 24/7 E-Learning modules, Training and Development opportunities
• Sharesave Scheme, Cycle to work schemes, Health cash plan
• Private medical insurance
• Colleague Assistance Programme & Colleague referral scheme

About you

• Proven experience in operational service delivery, performance management or multi-site operations.
• Strong analytical skills, with the ability to interrogate data, identify root causes and translate insights into measurable improvement.
• Advanced Excel skills and experience developing KPI reporting, dashboards and performance trackers; Power BI experience desirable.
• Demonstrable experience driving performance improvement, managing corrective actions and holding stakeholders accountable.
• Excellent communication, presentation and stakeholder management skills, with the confidence to challenge constructively.
• Strong commercial awareness and understanding of service, quality, productivity and cost.
• Highly organised, proactive and able to prioritise competing demands in a fast-paced environment.
• Proficient in Microsoft Office, particularly Excel, Word and PowerPoint.

Please note: you must have the right to work in the UK to be considered for this position.

A career with us is a career filled with people, pride, and passion. We rely on each other to get the job done, and we deliver what we say we will. Let’s see if we can rely on you, too.