Service Delivery Manager - Help Desk

The Role: Service Delivery Manager - Help Desk

Location: Peterborough
Salary: £40,000 - £45,000 DOE

Sector: Engineering / Facilities Management

This client is GROWING! To support that we are looking for a confident, hands-on Service Delivery Manager to take ownership of the Helpdesk and help shape it into a high-performing, customer-first team.

You'll lead a growing team of Helpdesk Administrators, making sure customers receive a responsive, professional service from first contact through to resolution. This is a role for someone who enjoys improving how things work, developing people, and turning operational data into practical action.

What you'll own

• The day-to-day performance, workload and development of the Helpdesk team.
• End-to-end ownership of customer service queries, including complex or sensitive escalations.
• Service standards, SLAs and KPIs, with clear reporting on performance, risks and trends.
• Continuous improvement of processes, systems, documentation and customer communication.
• Strong working relationships with customers, internal teams and service delivery stakeholders.

What we need

• Experience leading or managing a customer support, contact centre or service desk team.
• A calm, organised approach under pressure, with excellent communication and coaching skills.
• The ability to analyse performance data and use it to drive improvements.
• Confidence with Microsoft Office and a willingness to learn new systems.
• GCSE English and Maths (or equivalent).
• A proactive mindset: you spot issues, suggest better ways of working and follow through.

Who you are

You're a self-starter who takes pride in great service. You motivate people, hold high standards, welcome feedback and are always looking for ways to make the customer experience simpler and better.

You must be able to live and work in the UK without restriction.

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