Service Delivery Manager – Mansfield

Service Delivery Manager | Mansfield | Up to £50,000 + Company Vehicle/Car Allowance + Bonus + Benefits

We’re recruiting on behalf of a well-established Fire & Security business seeking an experienced Service Delivery Manager to lead their service operation. Reporting to the Managing Director, you’ll oversee the delivery of maintenance, reactive service, and small works while driving operational performance, customer satisfaction, and continuous improvement.

The Role

As Service Delivery Manager, you’ll lead a team of engineers and support staff, ensuring service delivery meets customer expectations, contractual requirements, and business objectives. You’ll monitor key performance indicators, improve operational efficiency, and build strong relationships with customers while supporting the continued growth of the business.

Key Responsibilities

• Manage the day-to-day delivery of maintenance, reactive service, and small works.
• Monitor and improve KPIs including SLA performance, first-time fix rates, engineer utilisation, and customer satisfaction.
• Lead, motivate, and develop service engineers and support teams.
• Build and maintain strong customer relationships, acting as the key escalation point for service issues.
• Drive operational improvements to increase efficiency, profitability, and service quality.
• Support budgeting, forecasting, and commercial performance.
• Provide technical leadership across Fire Alarms, CCTV, Access Control, Intruder Alarms, Emergency Voice Communication, and EAS systems.
• Ensure compliance with industry standards and promote the use of new technologies and service management systems.

About You

You’ll have:

• Previous experience in a Service Delivery Manager, Service Manager, Operations Manager, or similar leadership role.
• A strong technical background within the Fire & Security industry.
• Proven experience leading and developing service teams.
• Excellent communication and customer relationship skills.
• Strong commercial awareness and experience managing KPIs.
• Good IT skills and a full UK driving licence.

Experience with field service management software (such as Uptick) and knowledge of SSAIB, BAFE, FIA, BS5839, BS5266, or NSI standards would be advantageous.

What’s on Offer

• £50,000 – £55,000 salary (DOE)
• Company vehicle or car allowance
• Bonus scheme
• Pension
• Ongoing training and professional development
• Genuine career progression opportunities

If you’re a driven Fire & Security professional looking to lead a successful service operation and make a real impact, we’d love to hear from you.