Job Description
Job Title: Service Delivery Manager
Department:
Project Services
Location:
Hybrid – Office (Dudley) & Remote
Reports to:
Project Services Director
Role Overview
The Service Delivery Manager will lead the end-to-end delivery of candidates for a specialist training programme designed to transition unskilled labour into qualified white goods field engineers for a key TXP client. This role is pivotal in ensuring operational excellence, candidate quality, and client satisfaction across all aspects of the academy programme.
Key Responsibilities
* Candidate Sourcing & Screening
* Identify and attract suitable candidates through advertising and sourcing channels.
* Conduct telephone and video interviews to assess candidate suitability.
* Maintain CRM with accurate candidate notes and documentation.
* Programme Delivery & Compliance
* Ensure 92%+ fill rate on all client training courses.
* Achieve 90%+ retention of placed engineers within the initial 8-week period.
* Ensure all engineers are fully compliant with documentation and onboarding requirements.
* Onboarding & Logistics
* Manage onboarding process including documentation, driving checks, van collections, hotel and travel bookings.
* Liaise with client fleet departments and training coordinators.
* Operational Support
* Manage HR systems including holidays, sickness, and people management.
* Support client field management teams with day-to-day oversight of TxP engineers.
* Handle leavers, damages, and credit processes.
* Team Leadership
* Manage a Delivery Associate including KPI setting, coaching, and performance reviews.
* Financial & Marketing Ownership
*
o Lead weekly client invoicing and report financial metrics to the Project Services Director.
o Own marketing initiatives including candidate mailers, newsletters, and competitions.
o Conduct annual salary benchmarking for client review
* Key Metrics
* Fill Rate:
92%+ on all training courses
- Retention:
90%+ over initial 8-week period
- Customer Satisfaction:
CSQ/NSP scores of 7+ on engineering quality
- Performance vs KPIs:
Leads, compliance, fill rates
- Values Alignment:
Demonstrates TxP CARES values consistently
Compensation
Commission:
Paid monthly in arrears, aligned with bonus criteria