About AkzoNobel Since 1792, we’ve been supplying the innovative paints and coatings that help to color people’s lives and protect what matters most. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and use our expertise to sustain and enhance the fabric of everyday life. Because we believe every surface is an opportunity. It’s what you’d expect from a pioneering and long-established paints company that’s dedicated to providing sustainable solutions and preserving the best of what we have today – while creating an even better tomorrow. Let’s paint the future together. For more information please visit www.akzonobel.com 2024 Akzo Nobel N.V. All rights reserved. Service Delivery Manager – Stores Competitive Salary Plus Market Leading Benefits Package Altrincham, UK We encourage you to apply if you have relevant experience and expertise for this role, even if you don’t meet every requirement. For more than 200 years, AkzoNobel has been pioneering a world of possibilities to bring surfaces to life. As experts in making coatings, our products are found everywhere—from homes to iconic buildings around the world. With a world class portfolio of brands including Dulux, International, Sikkens and Interpon, we operate in over 150 countries and remain committed to being the most sustainable paints company in the industry. About The Role We are looking for an ambitious, proactive, and influential Service Delivery Manager to support our UK Dulux Decorator Centre stores by ensuring every store receives industry leading service and operational support. In this newly created role, you will be essential in driving continuous improvement, supporting operational excellence, managing people, ensuring timely case resolution, and strengthening collaboration between stores, the Customer Operations Team, and a wide range of DDC Support Centre and AkzoNobel functions. Your work will directly support customer growth, colleague capability, and the long term success of our store network. Key Responsibilities Oversee the resolution of all store requests and queries, ensuring SLA adherence and high quality outcomes. Utilise Case Management data to identify trends, root causes, and opportunities for continuous improvement. Develop and maintain the Knowledge Database/Wiki with up to date, accurate store support content. Partner closely with senior stakeholders across Operations, Sales, Specification and the Support Centre to drive improvements in ways of working. Lead and develop a team of five Support Co-ordinators, ensuring strong performance, capability building, and collaboration. Promote AkzoNobel service standards, ensuring warm, informative, and personalised interactions for all store colleagues. Support the successful operation of D365 and other store systems, including issue logging and problem resolution. Identify and lead process improvements across DDC Store & Customer Support and the wider business. Ensure compliance with all Health & Safety and legal requirements. Deliver contact plans to support proactive customer management and growth. Manage ambiguity effectively, providing clarity and co-ordination across diverse teams. Job Requirements Strong interpersonal and communication skills, able to build rapport and influence stakeholders. Proven people leadership experience, with the ability to motivate and develop teams in a dynamic environment. Experience working within customer focused or retail environments, with the ability to translate technical information into clear, actionable guidance. A continuous improvement mindset, backed by tangible examples of process optimisation or cost saving initiatives. Strong problem solving ability with analytical skills to translate data into meaningful actions. Operational or IT management experience (desirable). Competence in Microsoft Office (particularly Excel), D365, SharePoint and other relevant systems. Excellent organisational and time management skills, ideally within multi site operations. What Makes You Stand Out A passion for delivering excellent customer service. Ability to lead through change with confidence and clarity. A collaborative mindset with strong stakeholder engagement skills. Comfortable working at pace, making decisions, and escalating issues appropriately. What We Offer We offer great personal development opportunities and roles with breadth, depth, and impact. Our comprehensive package includes: Competitive salary (depending on experience) 25 days holiday (plus bank holidays) Income protection Company pension Employee life assurance Discounts at Dulux Decorator Centre stores Employee Assistance Programme Product discounts Flexible benefits including Gymflex, dental cover, retail cards and more We are committed to a healthy work life balance and welcome flexible working requests for all roles. Be Part of Our Journey We are proud advocates of inclusion, diversity, and respect in the workplace. All qualified applicants will receive equal consideration for employment. Apply online today – your future starts here. At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. Requisition ID: 50627