Service Delivery Manager - Field Engineering

ICE - Industrial Cleaning Equipment; Totton; On-site; GBP 44,000 - 48,000; Full time

Benefits offered by this job

Private healthcare

Pension scheme

21 days leave + BH

ICE Cube access

Life assurance 2x salary

Bonus after years of service

Holiday buy back

Job summary

ICE – Industrial Cleaning Equipment is seeking a Service Delivery Manager to lead the regional field service engineers and hub teams, ensuring high-quality, cost-effective services for operational customers.

You will drive continuous improvement in service delivery, compliance with standards, and performance across the department. The role is based in the Southampton area with a 40-hour workweek.

Qualifications

• Mechanical and electrical engineering experience essential.
• Proven leadership experience in service delivery/operations.
• Strong communication and interpersonal skills at all levels.
• Analytical mindset with data-driven decision abilities.
• Ability to manage under high-pressure situations.

Responsibilities

• Lead and develop Field Service Engineers and hub teams.
• Schedule and monitor regional engineering operations and SLAs.
• Improve first-time fix rates and reduce unnecessary site visits.
• Conduct regular field visits and oversee hub performance.
• Ensure compliance with health, safety, quality and company standards.
• Carry out monthly safety audits and address issues.

Skills

Mechanical & Electrical Eng

Leadership

Operations Management

Communication

Analytical Skills

Job description

100% Office Based (Southampton) £44.000 - £48.000 + Benefits

This is a permanent role (40 hours a week) working Monday-Friday 8:30am-5:30pm within our Field Engineering Department.

Hello, we’re ICE – Industrial Cleaning Equipment.

With over 50 years of experience, ICE is the UK’s largest independent provider of cleaning equipment. We manage thousands of sites across the UK in a wide variety of sectors, including retail, healthcare, warehousing, manufacturing, distribution, and education. As well as supplying and servicing traditional cleaning equipment, we also have over a decade of experience in robotic floor cleaning machines. We are not only committed to a greener future through our own ESG strategy, but we also place the utmost focus on ensuring we offer products and services to customers that support their own sustainability goals and commitments.

What part will you play?

As Service Delivery Manager, you will be responsible for managing the regional field service engineer and hub teams, to ensure the delivery of high-quality, cost-effective services to operational customers. You will play a pivotal role in ensuring the Service Delivery department are compliant with company standards and maintaining a focus on continuous improvement in service delivery and performance.

This role has come around due to the fast expansion of ICE and we look forward to welcoming you to a forever-growing team.

Responsibilities

• Lead and develop Field Service Engineers, driving performance, quality, and continuous improvement through coaching, training, and performance management.
• Manage regional engineering operations, including scheduling, daily check-ins, workload allocation, and monitoring job completion within agreed SLAs.
• Improve service performance by increasing First-Time Fix rates, reducing unnecessary site visits through SMART call technology, and ensuring customer cases are resolved efficiently.
• Conduct regular field visits and maintain oversight of regional hubs to optimise engineering availability, operational efficiency, and customer experience.
• Monitor hub performance, daily output, rental order ETAs, and compliance with documentation requirements, including job sheets and photographs.
• Carry out monthly safety audits, address identified issues, and ensure compliance with health, safety, quality, statutory, and company requirements.

What you need to join with:

• Previous mechanical and electrical engineering experience essential
• Proven ability to manage in high-pressure situations.
• Excellent communication and interpersonal skills with a strong ability to engage effectively at all levels.
• Strong analytical skills, capable of identifying opportunities and making data-driven decisions.
• Experience in leadership roles within service delivery or operations management.

Bonus experience

• Strong understanding of health, safety, and compliance standards.
• Experience in performance management and team development.
• Flexible and efficient time management skills, with a focus on prioritizing tasks effectively

• Competitive salary
• Private healthcare
• 21 days annual leave plus bank holidays
• Enhanced workplace pension scheme
• Access to our discount and wellbeing portal, ICE Cube
• Life assurance which is 2x annual salary
• Bonus payment of £100.00 following 5 years’ service then an additional £25.00 for each subsequent year of service e.g. £125.00 following 6 years’ service
• Holiday buy back scheme

With over 50 years of experience, ICE is the UK’s largest independent provider of cleaning equipment. We manage thousands of sites across the UK in a wide variety of sectors including retail, healthcare, warehousing, manufacturing, distribution, and education. As well as supplying and servicing traditional cleaning equipment, we also have over a decade of experience in robotic floor cleaning machines. We are not only committed to a greener future through our own ESG strategy, but we also place the utmost focus on ensuring we offer products and services to customers that support their own sustainability goals and commitments.

At ICE we strive to encourage personal development and career progression, offering on-the-job training as well as support for professional qualifications for our employees. We are a fast-growing business, and this position would suit someone who likes to hit the ground running and has a drive for success.

How we do it:

But we’re still growing, and that’s why we need you.

ICE is an equal-opportunity employer, and we’re on a mission to foster a diverse & inclusive workplace. Individuals seeking employment at ICE are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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