Service Delivery Operations Lead

ICE; Peterborough; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Private healthcare

21 days annual leave plus bank hols

Enhanced workplace pension scheme

ICE Cube discount/wellbeing portal

Life assurance 2x annual salary

Holiday buy back scheme

Job summary

ICE is seeking an experienced Operations Manager to lead day-to-day performance and coordination of all Service Delivery support functions, including Helpdesk, Scheduling, Parts, Smartcall and Key Accounts, in Peterborough. This hands-on role focuses on efficient service delivery and meeting SLAs while delivering excellent customer experience.

You will guide a team of Service Delivery Managers, drive KPIs, optimise scheduling and parts flow, and partner with Engineering to remove blockers and

Qualifications

• Strong operational leadership experience within a service delivery or support environment.
• Experience managing Helpdesk, Scheduling, Administration, or Customer Support functions.
• Ability to manage multiple operational areas simultaneously and make decisions in fast-paced environments.
• Strong problem-solving skills with a hands-on approach to resolving issues.
• Experience using data to drive performance and improvements.

Responsibilities

• Take ownership of daily support service operations, ensuring all customer requests, jobs and parts are processed accurately and on time.
• Hold regular operational reviews with Service Delivery Managers to track performance, address issues and remove blockers
• Own and drive KPIs and ensure high-quality service delivery across departments
• Oversee Helpdesk operations and scheduling with SLA adherence
• Oversee Parts & Hub Administration and ensure timely parts delivery and stock control
• Oversee Smartcall for remote diagnosis and reduced site visits
• Support the Service Delivery Manager - Key Accounts to meet SLAs and client expectations

Skills

Operational leadership

Service delivery

Helpdesk management

Data-driven performance

Stakeholder management

Job description

ICE is seeking an experienced Operations Manager to lead day-to-day performance and coordination of all Service Delivery support functions, including Helpdesk, Scheduling, Parts, Smartcall and Key Accounts, in Peterborough. This hands-on role focuses on efficient service delivery and meeting SLAs while delivering excellent customer experience.

You will guide a team of Service Delivery Managers, drive KPIs, optimise scheduling and parts flow, and partner with Engineering to remove blockers and