Service Delivery Manager – Pioneer of the British Lift Industry – 20019 - Dartford
2 days ago
Job description
Operational Leadership. Customer Excellence. Engineering Services Environment.Are you an experienced Service Delivery Manager ready to lead from the front within a high-performing, Private Equity-backed engineering services business?
Liftec Express – a leading independent provider of lift and escalator maintenance, repair and modernisation services across the UK – is entering an exciting phase of performance acceleration and value creation.
We are now seeking a driven and people-focused Service Delivery Manager to lead our field-based Service Engineers, ensuring operational excellence, outstanding customer experience, and a strong safety culture.
This is a hands-on leadership role within a fast-paced SME environment where your impact will be seen daily in service performance, team engagement and customer satisfaction.
The Role at a Glance:
Service Delivery Manager
Dartford Region (c1 hour radius) Hybrid / Office and 2/3 days onsite
£54,000 - £60,000
Plus Extensive Benefits Package + Car Allowance
Core hours:
Onsite 08:00-17:00, with one hour for lunch
Reporting to:
Service Director
Note:
We will buy you out of any training funded by your current employer.
Company:
Pioneer of the British lift industry. Formally part of global brand Otis - Private Equity-backed by R Capital since 2025. An independent service provider, specialising in the supply, installation, maintenance, repair and modernisation of all types of lift equipment.
Pedigree:
Clients include national retail chains/major hospitals, large facilities management providers and MOD sites
Culture:
Safety, Ethics & Quality Focused
Your Background:
Service management or operations leadership within engineering, lift, construction or field-service environments
Skills:
Team leadership, customer management, operational performance, EH&S compliance
Who we are:
Liftec Express is a well-established, highly respected name in the UK lift and escalator services sector.
Previously part of OTIS, the world's leading manufacturer and service provider of elevators, escalators, and moving walkways - the business is now owned by R-Capital and with greater agility as a standalone company is gearing for rapid growth.
The business delivers maintenance, repair and modernisation solutions across commercial, residential and public-sector environments – including prestigious and high-profile sites.
This is a key operational leadership role during a significant value-creation phase.
Ready for your next adventure?
Reporting to the Service Director, you will lead the Service Engineers with full responsibility for EH&S, resource allocation, operational delivery and customer experience.
You will manage the day-to-day running of the service department, covering planned maintenance, call-outs and minor repairs, ensuring SLAs and performance targets are met.
You will motivate and develop your team through regular 1:1s, coaching, performance management, recruitment support with HR, and core line management duties including timesheets, expenses and leave approval.
You will implement service strategies aligned to business objectives, forecast demand and maintain appropriate staffing levels.Maintaining strong client relationships will be key, including handling escalations, attending customer meetings with Account Managers, and ensuring field-related queries are resolved effectively.
You will drive technology adoption and lead Field Quality Audits to enhance productivity and service standards.Safety leadership is essential.
You will promote a strong safety culture, ensure compliance with Liftec Express safety policies, conduct FPA(s), deliver safety training, maintain PPE, tools and vehicles, and close out safety actions within required deadlines.
The role holder shall carry out their duties in accordance with the stipulated business policies and procedures.About You:
You are a confident, client-facing operational leader who thrives in a field-service environment.
With strong communication and interpersonal skills, you build trust quickly with customers, engineers and internal stakeholders. You have proven experience in service delivery processes and project management within an engineering or technical services environment.
You are IT literate and comfortable using service management software and Microsoft Office.
Analytical in your approach, you use data and performance metrics to monitor service levels, identify improvements and drive continuous enhancement.
You have experience managing teams, motivating individuals and fostering a high-performance culture. Familiarity with service level agreements (SLAs), operational KPIs and performance management frameworks is essential.You are safety-conscious, solutions-focused and comfortable balancing operational demands with strategic objectives in a dynamic, fast-paced environment.
Benefits:
Access to Discounts Platform
Pension (Day 1) - Aviva
Holiday – 25 days per year plus bank holidays – holiday year - January to December
Wellness (Day 1) - Employee Assistance Programme
Death in Service (Day 1) 3 x Salary - Canada Life
Sickness Scheme - Discretionary
Family Policies - Industry-leading enhanced maternity and paternity provision subject to service
Incentive Scheme - Discretionary
Car Allowance
Overtime paid Monday to Saturday at 1.5 times the normal rate and on Sunday/Bank Holidays at 2 times – pre-approved only.
Night call:
One week in four; standby £50 per weekday night, £125 per weekend night.
Engineer Incentive Scheme - Discretionary
Radius Pay – detailed in Variable Pay Policy
Van/Fuel Card/Pre-programmed parking application payments
Employee Referral Scheme
Why Join Liftec Express?
Operational leadership role within a respected PE-backed growth business
Direct impact on service performance and customer satisfaction
Strong engineering heritage with ambitious growth plans
Opportunity to shape team culture, safety and operational excellence
Dynamic environment with real accountability and influence
Significant investment in new tools and technology so you can do your best work
If you are an experienced Service Delivery Manager looking for a high-impact leadership opportunity within a respected engineering services business, we would love to hear from you.
Application notice... We take your privacy seriously.
When you apply, we shall process your details and pass your application to our client for review for this vacancy only.
As you might expect you may be contacted by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.
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