Service Delivery Manager | Customer Experience Lead

ICE - Industrial Cleaning Equipment; Peterborough; On-site; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Private healthcare

21 days annual leave + bank holidays

Enhanced workplace pension

Job summary

ICE – Industrial Cleaning Equipment is seeking a Service Delivery Manager to lead a growing Helpdesk team in Peterborough. This 100% office-based role offers a £40,000–£45,000 salary plus benefits and a 40-hour week with 1 in 12 weekend duties.

You will manage the Helpdesk, ensuring proactive communication with customers and end-to-end query ownership while driving standards and team development.

Qualifications

• GCSE level or above with English and Maths.
• Exceptional telephone manner and communication, able to lead and motivate a team.
• Experience in a similar customer support role with strong service skills and attention to detail.
• Highly organized and able to work under pressure to meet deadlines and achieve team objectives.
• Strong analytical skills to interpret opportunities.
• Proficient in Microsoft Office and related software.

Responsibilities

• Provide leadership and day-to-day management of the Helpdesk Administrators.
• Ensure the Helpdesk handles service queries end-to-end with proactive communication with customers.
• Establish clear standards, drive accountability and develop the team.
• Collaborate with Service Delivery Management and other departments to ensure commitments are understood and met.

Skills

Team leadership

Customer service

Organizational skills

Analytical thinking

Microsoft Office

Education

GCSE or equivalent

Tools

Microsoft Office

Job description

ICE – Industrial Cleaning Equipment is seeking a Service Delivery Manager to lead a growing Helpdesk team in Peterborough. This 100% office-based role offers a £40,000–£45,000 salary plus benefits and a 40-hour week with 1 in 12 weekend duties.

You will manage the Helpdesk, ensuring proactive communication with customers and end-to-end query ownership while driving standards and team development.