Full job descriptionLiquidline 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. 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 driven Service Delivery Manager to join Liquidline in a senior operational leadership role, reporting directly to the Head of Field Operations. Working closely with senior leadership, you will own and execute key operational strategies that drive service performance, operational efficiency and customer experience across the field operations function.
This is a fast-paced and highly visible role with responsibility for managing multiple operational support teams, overseeing service delivery performance and executing continuous improvement initiatives across installations and field service operations. You will take ownership of operational performance, customer escalations, resource planning and operational governance, while supporting the wider strategic objectives of the business. The role would suit a confident and commercially aware operational leader with proven experience managing performance within a service-led environment and the ability to lead teams, influence change and deliver operational excellence.
The Role - Service Delivery Manager *Own and manage service delivery performance across the field operations function
*Work closely with the Head of Field Operations to execute operational strategy and deliver departmental objectives
*Lead, manage and develop operational support teams across Coordination, Installations, Billing and Technical Administration
*Own operational escalations and execute effective resolutions to ensure exceptional customer outcomes
*Manage operational KPIs, reporting and performance analysis, identifying trends and driving improvement initiatives
*Execute backlog reduction plans and performance improvement strategies across service operations
*Own engineer capacity planning and resource coordination to ensure efficient service and installation delivery
*Manage installation and mobilisation performance, ensuring projects are delivered on time and to company standards
*Execute continuous improvement initiatives focused on operational efficiency, customer experience and service quality
*Own equipment governance and asset control processes across the customer estate
*Lead performance management, coaching and development across operational teams
*Manage cross-functional collaboration to improve communication, alignment and operational ways of working
*Present operational updates, reporting and improvement plans within leadership meetings
*Support and execute wider strategic operational projects and business 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
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!