Service Delivery Manager

Rhames Ltd are one of the UKs leading electro mechanical specialist within the waste water, pharmaceutical and brewing industries. rhames operates from its centrally based headquarters in Nottingham providing clients with turn-key design, project management & manufacturing/ maintenance services. We are looking for an experienced, self-motivated, forward-thinking individual to join our business as a Service Delivery Manager.This role will be responsible for the end-to-end delivery of services across the PSE Division (Process Separation Equipment), with overall responsibility for service standards, performance and outcomes across operational departments.

Own and lead the overall service delivery function, ensuring work is delivered safely, on time, within scope and to agreed quality standards.

Act as the primary point of accountability for service performance across the PSE division.

Be responsible for service delivery performance.

Develop and implement service delivery strategies aligned with business objectives.

- Provide direct line management to the PSE team, including performance management, development, resourcing and workload planning.

Ensure the PSE workshop operates efficiently, safely and in compliance with all regulatory, SHEQ and quality requirements.

Set objectives and KPIs for the PSE team and monitor performance against them.

Ensure processes are followed correctly, identify and provide (arrange) training where required.

Manage and promote a good, positive culture at all times within the team.

Work closely with Heads of Department to ensure consistent delivery methodologies, quality standards and customer outcomes.

Identify service delivery risks, gaps or inefficiencies across departments and lead corrective actions.

Support audits, inspections and compliance activities as required.

Act as a senior escalation point for service-related issues or customer concerns.

Maintain strong working relationships with internal stakeholders, customers and partners.

Ensure customer expectations are clearly understood, managed and met across all service delivery functions.

Define, track and report on service delivery KPIs, SLAs and operational performance metrics.

Identify opportunities to improve service processes, systems and ways of working.

Lead or support change initiatives aimed at improving efficiency, cost control and service quality.

Essential

Proven experience in service delivery or operations management within an engineering, manufacturing or technical services environment.

Experience managing teams directly and working in a matrix management structure.

Strong leadership, communication and stakeholder management skills.

Ability to influence without direct authority.

Strong understanding of service quality, compliance and operational performance.

Background in PSE, CHP, manufacturing or similar technical disciplines.

Experience working closely with SHEQ and project teams.

Formal management or leadership qualifications.

Highly organised and delivery-focused

Collaborative and confident communicator

Calm under pressure with strong problem-solving skills

Detail-oriented but commercially aware

Proactive, adaptable and improvement-driven