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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong operational leadership in service delivery, focusing on performance management, customer satisfaction, and efficient resource allocation. Proven ability to optimize processes and drive improvements using data analysis.
Highest-signal resume keywords
Operational LeadershipHelpdesk ManagementPerformance ImprovementProblem-Solving SkillsClient Relationship Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Delivery ManagementKPI ManagementScheduling OptimizationParts AdministrationData Analysis
Soft Skills
Decision-MakingTeam LeadershipCommunication
Tools & Technologies
Smartcall
Industry Keywords
Service Level Agreement (SLA)Customer SupportOperational ReviewsHelpdesk OperationsSupplier Performance
About the role
Key responsibilities & impact- Take ownership of daily support service operations, ensuring all customer requests, jobs and parts are processed accurately and on time
- Hold regular operational reviews with Service Delivery Managers to track performance, address issues and remove blockers
- Own and drive key performance indicators (KPIs)
- Ensure consistent, high-quality service delivery across all departments
- Oversee Helpdesk operations to ensure all service requests are logged, prioritised and resolved efficiently
- Work with the Service Delivery Manager – Operations Administration to optimise scheduling and engineer allocation while maintaining SLA adherence
- Oversee Parts & Hub Administration, including parts ordering, van stock management and supplier performance
- Oversee Smartcall for remote diagnosis and resolution of equipment issues
- Drive Smartcall usage to reduce unnecessary site visits and improve first-time fix rates
- Oversee Key Accounts service delivery against SLAs and contractual commitments
- Support the team in maintaining strong client relationships and service performance
- Lead a team of Service Delivery Managers and align operations with business objectives, customer expectations and SLAs
Requirements
What you’ll need- Strong operational leadership experience within a service delivery or support environment
- Experience managing Helpdesk, Scheduling, Administration, or Customer Support functions
- Ability to manage multiple operational areas simultaneously and make decisions in fast-paced environments
- Strong problem-solving skills with a hands-on approach to resolving issues
- Experience using data to drive performance and improvements
Benefits
Comp & perks- Competitive salary
- Private healthcare
- 21 days annual leave plus bank holidays
- Enhanced workplace pension scheme
- Access to our discount and wellbeing portal, ICE Cube
- Life assurance which is 2x annual salary
- Bonus payment of £100.00 following 5 years’ service then an additional £25.00 for each subsequent year of service
- Holiday buy back scheme
- On-the-job training
- Support for professional qualifications
- Personal development and career progression opportunities