Service Delivery Manager – London & South
London & South 40
Reporting to: Head of Service Delivery and Operations
Hours: 40 hours per week
Last Reviewed: February 2026
Business Overview
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
Role Overview
As Service Delivery Manager, you will be responsible for managing the regional field service engineers, to ensure the delivery of high-quality, cost-effective services to operational customers. You will play a pivotal role to ensure the Service Delivery department are compliant with company standards and maintaining a focus on continuous improvement in service delivery and performance.
The role operates on a hybrid basis, combining field and office responsibilities, and includes participation in the weekend on‑call management rota, currently 1 in every 10 weekends alongside the wider service management team.
Key Responsibilities and Accountabilities:
* Manage Field Service Engineers, driving quality and performance throughout the regions
* Support the performance management strategy by coaching and developing team members, and ensure technical training for the continuous improvement of the engineering team
* Promote a positive, proactive culture with a focus on succession planning across the team.
* Conduct daily check-in calls with Field Service Engineers to review scheduled jobs and address any concerns or blockers
* Complete in-field visits with Field Service Engineer community to enhance engineering processes and work to improve engineering and customer experience
* Ensure high standards in service delivery and site management, demonstrating a commitment to excellence
* Monitor and work alongside the Helpdesk & Scheduling Manager to support overall Service Level Agreement (SLA) performance
* Monitor and coach Field Service Engineers on quality delivery with a clear focus on First-Time Fix (FTF) rates
* Introduce process improvements and preventative measures where appropriate and monitor the effectiveness of corrective actions.
* Monitor daily output, ensuring that scheduled jobs are completed, and provide daily reporting.
* Conduct monthly auditing on Field Engineering performance, training completion, and tracker monitoring
* Ensure compliance of all team members with business systems such as iHasco and Toolbox talks
* Ensure health, safety, and quality requirements are fully met in compliance with company guidelines and statutory requirements.
* Support with utilising and promoting SMART call technology to reduce unnecessary site visits.
* Maintain proactive communication with senior management and customers, ensuring any issues are addressed before they escalated
* Foster effective communication within the Service Delivery Team, ensuring consistent and clear messaging.
* Escalate critical issues to Head of Service Delivery to support with efficient resolution
* Provide updates on regional activity to Head of Service Delivery
Qualifications, Skills and Experience:
* 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.
* Ability to adapt to a dynamic, fast‑paced environment.
* Resilience and the ability to solve complex problems.
* Experience in leadership roles within service delivery or operations management.
* 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.
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