Service Delivery Manager

Liquidline is the fastest-growing commercial coffee solutions provider in the UK and Ireland—not that we’re bragging! Our customers are companies that take pride in offering quality refreshments to their employees and clients. Our success is built on outstanding customer service, hard work, and a strong team culture. We believe in delivering WOW experiences to both our customers and our valued employees.

We are proud to be Great Place to Work® certified, a testament to our dedication to fostering a culture of support, growth and development, as well as promoting well-being, and winning together. With our core company values—passion, thoughtfulness, responsiveness, innovation, and smart working—at the very heart of our business, we are committed to cultivating an environment that inspires excellence.

We are looking for an experienced and motivated Service Delivery Manager to join our operations team. This is a fantastic opportunity for a driven leader who thrives in a fast-paced environment and is passionate about delivering exceptional customer service, improving operational performance, and leading high-performing teams. As the Service Delivery Manager you will oversee the day-to-day of service operations, installations, preventative maintenance planning, and operational coordination. You will play a key role in driving performance improvements, managing service escalations, supporting engineer capacity planning and ensuring an outstanding customer experience. 

The Role – Service Delivery Manager 

• Lead and support operational coordination teams, including service coordinators, installation coordinators, billing operations, and technical administration.
• Set clear objectives and KPIs, conduct regular 1:1 meetings, and support team development and performance improvement.
• Take ownership of service delivery escalations, ensuring issues are resolved quickly and professionally while maintaining excellent stakeholder communication.
• Drive improvements in customer service, backlog reduction, and operational efficiency through effective process management.
• Oversee installation and mobilisation activities, supporting engineer scheduling, capacity planning, and on-time delivery.
• Investigate failed installations and implement corrective actions to improve service performance and customer outcomes.
• Manage preventative maintenance activity, ensuring accurate ERP system data and effective workload planning.
• Maintain oversight of company equipment and asset control processes, ensuring accurate tracking and accountability.
• Produce operational reports and performance metrics, using data insights to identify trends and continuous improvement opportunities.
• Collaborate with internal departments to support smooth day-to-day operations and deliver operational excellence.
• Support strategic projects and contribute positively to the company’s culture, values, and continuous improvement initiatives.

What You Will Need In The Role Of Service Delivery Manager 

• Previous experience in a leadership or management role within service delivery, operations or coordination. 
• Experience managing performance, coaching team members, and conducting 1:1 meetings. 
• Proven ability to manage multiple priorities in a fast-paced environment. 
• Excellent communication and stakeholder management skills. 
• Strong organisational and problem-solving abilities. 
• Confident working with operational data, reporting, and performance metrics. 
• IT proficient with experience using ERP or operational management systems. 
• High attention to detail and strong commercial awareness. 
• Strong leadership and team collaboration skills
• Passionate about delivering excellent service and operational improvements. 
• Resilient, responsive, and able to work effectively under pressure. 
• Driven to identify better ways or working and delivery positive change. 

What You Will Learn & What Liquidline Can Offer You

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Being a part of Liquidline is more than just a job – it’s a chance to grow, develop and thrive! We are deeply invested in the success of our team and our comprehensive benefits package is designed to support, and reward our employees. The package includes, but is not limited too:

• ​25 Days Annual Leave + Bank Holidays: Extra time off to rest and recharge.
• ​Long Service Annual Leave Entitlement & Buy/Sell Scheme: More flexibility for your time off needs.
• ​Candidate Referral Program: Help grow our team and earn rewards
• ​Company Bonus Scheme: Celebrate success with us. 
• ​Enhanced Sick Pay: Supporting you when you need it most
• ​Enhanced Parental Leave: Comprehensive support for your family journey 
• ​Salary Sacrifice Pension Scheme: Save for your future with ease.
• ​Life Assurance & Income Protection (UK Only): Peace of mind for you.
• ​​HSF Health Plan: Access affordable healthcare.
• ​​YuLife Wellbeing Platform: One stop shop for wellbeing, rewards and support.
• ​​Employee Assistance Programme: Mental health support, virtual GP services and more.
• ​​Menopause Support via Stella App: Tailored support for this stage of life.
• ​​Lunch on Liquidline & Bi-Annual Conferences: Enjoy lunch on Liquidline, and Bi Annual company conferences.

​Liquidline is a fast-growing, family owned business that has expanded from 92 to over 300 employees since 2020. With ambitious plans for the next five years, there’s never been a better time to join us! Our dynamic and innovative environment offers endless opportunities for personal and professional growth.

We are proud to be an Equal Opportunities Employer, treating everyone with fairness, respect and appreciation. At Liquidline, we embrace diversity and value the unique experiences and perspectives of every individual. Together, we are always Winning Together!