Company Description
Agena Group is on an exciting and ambitious growth trajectory with diversification and innovation at its heart, underpinned by strong social value and ESG credentials, and celebrated as a multiple-award winner. Yes, our roots are in car-park management, however, we're so much more - expanding into new verticals to disrupt industry norms and elevate our sector with technology-led solutions that deliver measurable business impact for our clients, as well as improve the public's everyday experience of travel and parking.
Position
As the Service Delivery Manager for the Technical Response Team you will manage and develop an industry leading field-based team, who carry out reactive call outs for sites going offline. You will be a point of escalation providing support to engineers but also engage with other departments to ensure the Technical Response Team delivers a high-quality service to its clients. This is a newly created role, so your chance to really put a stamp on the team's operational output.
Key Responsibilities:
Lead, develop and motivate a team of Technical Engineers supporting our offline estate
Drive performance against resolution targets, SLAs and compliance standards
Provide clear operational leadership, prioritising technically disabled sites
Collaborate with cross-functional teams including Technology, ANPR and Sales
Champion health & safety, continuous improvement and service excellence
Develop team capability to support business growth and new services
This is a hands-on leadership role for someone who thrives on problem-solving, teamwork and delivering results.
Who you are
A proven leader with a track record of managing remote Field Service Engineers, fostering teamwork, and delivering exceptional results.
Highly organised and proactive, with outstanding planning and time management skills to ensure smooth operations.
Committed to excellence, with a strong focus on quality and pride in delivering superior service to clients.
Results-driven and motivated to optimize efficiencies, achieve KPIs, and inspire team success.
A natural people person, passionate about enhancing team performance through skill development opportunities.
A full UK driving licence
This role is subject to the approval of our motor insurance provider, and continued employment is dependent on maintaining eligibility to drive under the company's insurance policy.
Agena Values
We believe that the way we do business is as important as the business that we do. Operating with integrity and high ethical standards is the Agena Group way. Our values reinforce our behaviours and what is important to us. Living these values is essential to our success.
Ambitious: we aim for world class service
Disruptive: we're here to change the industry
Ethical: we do things for the right reasons
Insightful: we use research to guide our decisions
Collaborative: We're better when we work together
Innovative: we help people see things differently
Salary: £35,000 per annum
Hours: 40 per week; Monday - Friday 9am - 5.30pm
Location: Lancing or Slough with hybrid flexibilities after probation period
Additional Information
Our selection process is as follows: Application - Competency Based Interview - 2nd Interview with task
Free onsite parking
Smart casual office dress code
You must be able to legally live and work in the UK
The postholder may be required to travel to external meetings on occasion by most effective means available
Benefits
We know there's more to life than work - that's why when you join Agena, you'll get your pick of our amazing benefits through our Enjoy Benefits platform. That includes discounts on gym memberships, travel bookings, high street vouchers and days out. You can also benefit from Technology benefits, Wellness benefits, Health Care plans and Car Lease benefits and much more.
Incremental holiday increases to recognise long service
2 volunteering days a year
Unlock your potential with our training, learning & development, and apprenticeship options throughout your career
Employee Assistance Programme - 24/7 confidential, independent and professional counselling
Cycle-to-work scheme
EV Charging points at office locations
Regular team/company socials
Team events from breakfasts for charity, social drinks in your local office location to book clubs, environmental initiatives, and lunch and learns.
We are proud to be certified Carbon Neutral and hold ISO Accreditations for Quality Management, Environmental Management and Information Security Management.
We are a Mindful Employer and are committed to supporting your mental health at work.
The Agena Group are proud to be part of the Disability Confident scheme. We are committed to providing an inclusive and barrier-free recruitment process. We will provide reasonable adjustments and support to ensure neuro-diverse applicants or those with a disability or long-term condition can be their best during the recruitment process. To request an adjustment, if you need this job advert in an alternative format, or if you have any questions about the recruitment process, please contact
(No agency speculative contact - thank you)