Service Delivery Manager - Help Desk

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

Benefits offered by this job

Competitive salary

Private healthcare

21 days annual leave

Pension scheme

ICE Cube access

Life assurance 2x salary

Bonus after years of service

Holiday buy back

Job summary

ICE, Industrial Cleaning Equipment, seeks a Service Delivery Manager in Peterborough to lead a growing Helpdesk team. You will drive end-to-end service delivery and ensure proactive, professional communication with customers throughout the lifecycle of each request.

The role requires a highly organized leader who can establish standards, drive accountability, and develop the team while coordinating with other departments to resolve issues and meet commitments.

Qualifications

• Educated to GCSE level with English and Maths passes.
• Exceptional telephone manner and communication; able to lead a team.
• Proven experience in a customer support role with strong service focus.
• Highly organized and able to work under pressure to meet deadlines.
• Strong analytical skills to interpret opportunities.
• Able to work in a dynamic environment; proficient with MS Office.

Responsibilities

• Provide leadership and day-to-day management of a growing Helpdesk team.
• Ensure start-to-finish ownership of service queries and proactive communication.
• Establish clear standards, accountability, and team development.
• Collaborate with Service Delivery Management and other departments to meet commitments.
• Prioritize operations and progress issues to service-led resolution.

Skills

Customer service

Lead & motivate team

Communication skills

Organizational skills

Analytical skills

Adaptability

Education

GCSE English & Maths

Tools

MS Office

Job description

) £40,000 - £45,000 + Benefits

This is a permanent role (40 hours a week) working Monday-Friday 8:30am-5:30pm and 1 in 12 weekends within our Service Delivery Team.

100% office-based (Peterborough) £40,000 - £45,000 + Benefits

This is a permanent role (40 hours a week) working Monday-Friday 8:30am-5:30pm and 1 in 12 weekends within our Service Delivery Team.

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 a Service Delivery Manager, you will be responsible for providing strong leadership, direction and day-to-day management of an expanding team of Helpdesk Administrators.

The Helpdesk is the key first point of contact for all service-related queries from our customer base and plays a critical role in the overall customer experience. The Helpdesk Manager will ensure the team takes start-to-finish ownership of service queries, maintaining clear, proactive and professional communication with customers throughout the lifecycle of each request.

The role requires a highly organised, confident and visible leader who can establish clear standards, drive accountability and consistency, develop the team and continually improve the way the Helpdesk operates.

Working closely alongside the Service Delivery Management team and other internal departments, the Helpdesk Manager will ensure customer commitments are understood, operational priorities are effectively managed and service issues are progressed through to service-led resolution.

How we will support you:

We will enrol you in the ICE induction programme where you'll get a bird's-eye view of how ICE works as a business. You will spend time learning about how our different teams play their part to make ICE the success it is and spend time with everyone and even get to go out on the road with our drivers.

After that, we encourage personal development and career progression, offering further 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.

Requirements

What you need to join with:

• Educated to GCSE level or above with a pass in English and Maths (or equivalent)
• Exceptional telephone manner and communication skills, with the ability to effectively lead and motivate a team
• Proven experience in a similar customer support role, demonstrating strong customer service skills and attention to detail
• Highly organized and capable of working under pressure to meet deadlines and achieve team objectives
• Strong analytical skills in order to interpret opportunities
• The ability to work within a dynamic environment
• Proficient in Microsoft Office and other relevant software applications, with the ability to adapt to new technologies

Benefits

• 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

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.

Want to join our mission?

Join a team that’s raising the standards across the industry - your next opportunity starts here!