Service Delivery Manager - London
| Posting date: | 12 March 2026 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive Salary |
| Hours: | Full time |
| Closing date: | 11 April 2026 |
| Location: | London, UK |
| Remote working: | On-site only |
| Company: | Industrial Cleaning Equipment Ltd. |
| Job type: | Permanent |
| Job reference: |
Summary
About ICE
With over 50 years of experience, ICE is the UK’s largest independent provider of cleaning equipment. We support thousands of customer sites across sectors including retail, healthcare, manufacturing, warehousing, distribution and education.
Alongside traditional cleaning equipment, we’ve spent more than a decade developing and supporting robotic floor cleaning technology. Sustainability is central to our business, supported by our ESG strategy and our commitment to helping customers achieve their own environmental goals.
ICE is a fast-growing organisation where people are encouraged to develop and progress. We provide on-the-job training, support for professional qualifications and real opportunities to build your career.
The Role
As Service Delivery Manager, you will lead and support a team of Field Service Engineers to deliver high-quality, efficient service to customers across your region.
You’ll play a key role in ensuring service performance, maintaining company standards and driving continuous improvement across the engineering team.
This role operates on a hybrid basis, combining office and field responsibilities, and includes participation in the weekend on-call management rota (approximately 1 in 10 weekends) alongside the wider service management team.
Key Responsibilities
• Lead and manage Field Service Engineers to drive performance and service quality
• Coach, develop and support engineers through performance management and training
• Conduct regular field visits to support engineers and improve customer experience
• Run daily check-ins with engineers to review schedules, priorities and issues
• Monitor service performance including SLA delivery and First-Time Fix (FTF) rates
• Work closely with the Helpdesk & Scheduling Manager to maintain service efficiency
• Identify and implement process improvements to enhance service delivery
• Monitor daily outputs and provide performance reporting
• Conduct monthly audits on engineering performance and training completion
• Ensure compliance with internal systems, safety procedures and regulatory requirements
• Promote a proactive, positive team culture and support succession planning
• Escalate critical service issues to the Head of Service Delivery where required
• Provide regular updates on regional activity and performance
About You
You’ll be a strong people leader with a technical background who thrives in a fast-paced service environment.
Essential
• Mechanical and electrical engineering experience
• Experience managing engineers or operational service teams
• Strong communication and interpersonal skills
• Ability to manage performance and coach team members
• Strong problem-solving and decision-making skills
• Good understanding of health, safety and compliance standards
• Ability to work effectively in a dynamic environment
Desirable
• Experience in service delivery or operations management
• Strong analytical skills and data-driven decision making
• Experience improving service performance metrics such as SLA and First-Time Fix
If you’re a hands-on leader who enjoys developing teams, improving service performance and solving operational challenges, this is an excellent opportunity to join a growing and forward-thinking organisation.
With over 50 years of experience, ICE is the UK’s largest independent provider of cleaning equipment. We support thousands of customer sites across sectors including retail, healthcare, manufacturing, warehousing, distribution and education.
Alongside traditional cleaning equipment, we’ve spent more than a decade developing and supporting robotic floor cleaning technology. Sustainability is central to our business, supported by our ESG strategy and our commitment to helping customers achieve their own environmental goals.
ICE is a fast-growing organisation where people are encouraged to develop and progress. We provide on-the-job training, support for professional qualifications and real opportunities to build your career.
The Role
As Service Delivery Manager, you will lead and support a team of Field Service Engineers to deliver high-quality, efficient service to customers across your region.
You’ll play a key role in ensuring service performance, maintaining company standards and driving continuous improvement across the engineering team.
This role operates on a hybrid basis, combining office and field responsibilities, and includes participation in the weekend on-call management rota (approximately 1 in 10 weekends) alongside the wider service management team.
Key Responsibilities
• Lead and manage Field Service Engineers to drive performance and service quality
• Coach, develop and support engineers through performance management and training
• Conduct regular field visits to support engineers and improve customer experience
• Run daily check-ins with engineers to review schedules, priorities and issues
• Monitor service performance including SLA delivery and First-Time Fix (FTF) rates
• Work closely with the Helpdesk & Scheduling Manager to maintain service efficiency
• Identify and implement process improvements to enhance service delivery
• Monitor daily outputs and provide performance reporting
• Conduct monthly audits on engineering performance and training completion
• Ensure compliance with internal systems, safety procedures and regulatory requirements
• Promote a proactive, positive team culture and support succession planning
• Escalate critical service issues to the Head of Service Delivery where required
• Provide regular updates on regional activity and performance
About You
You’ll be a strong people leader with a technical background who thrives in a fast-paced service environment.
Essential
• Mechanical and electrical engineering experience
• Experience managing engineers or operational service teams
• Strong communication and interpersonal skills
• Ability to manage performance and coach team members
• Strong problem-solving and decision-making skills
• Good understanding of health, safety and compliance standards
• Ability to work effectively in a dynamic environment
Desirable
• Experience in service delivery or operations management
• Strong analytical skills and data-driven decision making
• Experience improving service performance metrics such as SLA and First-Time Fix
If you’re a hands-on leader who enjoys developing teams, improving service performance and solving operational challenges, this is an excellent opportunity to join a growing and forward-thinking organisation.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.