Service Delivery Manager – Road Equipment

SMT

Service Delivery Manager overseeing daily operations of the Road Machinery Service Department. Responsible for team management, service income generation, and customer relationship maintenance.

Posted 5/1/2026full-timeBirmingham • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

To manage the service co-ordinator on a day to day basis.
To manage the growth and development of the after-market business.
As part of the Road Machinery team, contribute to achieving national goals. (Shared responsibility)
Work in accordance with SMT GB standards of health, safety, quality and environmental care.
Ensure compliance with all processes and dealer operating standards.
Maintain customer relationships and understand requirements by establishing close liaisons with Road machinery customers.
To ensure appropriate and timely problem resolution, both internally and externally.
Work closely with the Road Machinery sales team and assist in the demonstration, commissioning and inspection of all products within the Road Machinery portfolio.
Ensure that machine service schedules are adhered to.
Work closely with the Warrington SDM to ensure depot processes are met including monthly IMS meetings.
To advise the Road Machinery of any performance issue that requires escalation and further support, such as absence, grievance, disciplinary.
To ensure that service vehicles are operated according to Company procedure, and are kept clean, tidy and serviceable at all times.
Any other duties that may be reasonably requested by your manager.

Requirements

What you’ll need

The ability to organise the day to day organisation/scheduling of breakdowns, engineers and parts requirements.
Demonstrate good communication skills (listening, verbal and written) with the ability to adapt to develop professional relationships at all levels.
Self-motivated and proactive with a strong sense of ownership and follow up.
The skills and ability to work independently when required covering holiday / sickness.
Ability to act decisively to facilitate decision making.
A strong customer focus; someone who is solution-focused and able to delivery on commitments internally and externally.
The ability to build trust and act with complete integrity.
Ability to act upon customers disputes and complaints.
Representing SMT GB’s Values and Vision (caring, sharing, daring).
The carrying out of van stock checks and tooling to ensure the correct level of support for our engineers.
Understanding of our customer’s needs.
Team player and ability to work on own initiative.
Understanding SMT Systems (i.e. PROSIS, IDMS).
Prepared to travel as and when required.
Must hold a full driving licence.

Benefits

Comp & perks

Health Cash Plan – Claim money back on prescriptions (including HRT), glasses, dentists appointments, physio and more. We cover your basic plan, with the option to upgrade.
Free Physio Access – Speak to a physio by phone or video.
24/7 GP Service – Private GP access anytime.
Enhanced Sick Pay – Extra support when you’re unwell, meaning you can rest a little easier while you recover.
Family Leave – Enhanced maternity, paternity and adoption leave.
IVF Support – Paid time off for treatment and appointments.
Retirement Support – Enjoy bonuses and phasedown days when its time to retire.
Pension – We match your contributions up to 5%.
Car Leasing – Salary sacrifice schemes through Tusker or Octopus.
Cycle to Work – Save on a new bike and accessories.
Discounts Platform – Save on groceries, holidays, shopping and more.
Refer-a-friend bonus.
Long service awards starting at three years.
A paid volunteering day each year.
Christmas shutdown as part of your holiday allowance.
Opportunities to get involved through our Employee Council, Social Committee, and Caring, Daring, Sharing awards.

ATS Keywords

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Hard Skills & Tools

schedulingproblem resolutioncustomer relationship managementservice vehicle operationvan stock checkstooling management

Soft Skills

communicationself-motivatedproactivedecisivecustomer focusintegrityteam playerinitiative

Certifications

full driving licence