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Service Delivery Manager Redditch, office-based | Full-time
Servicom (High Tech) Ltd is a leading UK critical communications and managed services provider, specialising in Motorola radio infrastructure, repairs, software, and managed IT services. We work with major national accounts across a range of sectors, and pride ourselves on the reliability and responsiveness of our service delivery.
We're looking for a hands-on Service Delivery Manager to lead our repair and engineering operation from the front — someone who's comfortable rolling up their sleeves alongside the team, not just managing from a distance.
What you'll be doing:
Team & Operational Management
- Manage and lead a team of engineers carrying out device repairs, ensuring quality, productivity, and consistency of output
- Get hands-on where needed — supporting the team directly with repairs, diagnostics, and workload during busy periods
- Oversee workshop efficiency, identifying bottlenecks and driving continuous improvement in turnaround times
- Manage support tickets end-to-end, ensuring accurate logging, prioritisation, and timely resolution
- Respond to faults directly, diagnosing and resolving issues or coordinating rapid escalation where needed
- Programme radios in line with customer and site requirements
- Coordinate and oversee site visits, ensuring engineers are scheduled effectively and site work is completed to standard
- Respond to and manage performance against SLAs, proactively addressing risks to compliance
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Training & Development
- Manage the training and skill development of engineers, identifying gaps and building capability across the team
- Support onboarding of new engineers, ensuring competency and accreditation requirements are met
Cross-Functional Collaboration
- Work closely with the logistics team to ensure parts, stock, and equipment availability aligns with repair and site-visit demand
- Liaise with other departments to ensure smooth handoffs between logistics, workshop, and field operations
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Quality & Compliance
- Ensure all repair and service delivery processes align with ISO 9001 working practices
- Apply understanding of RAMS to site-based engineering work
- Maintain accurate records and documentation to support quality and compliance audits
What you'll bring:
- Proven hands-on experience managing engineers or technicians, ideally including field engineers
- Practical experience with fault diagnosis, repair, and radio programming
- Experience within the telecoms sector is highly desirable
- Strong understanding of SLA management and service delivery
- Working knowledge of RAMS and ISO 9001 working practices
- A track record of developing team skills through structured training
- A personable, lead-by-example management style with strong communication skills across all levels
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