Service Delivery Manager- Operations

Smiths News; Swindon; On-site; GBP 45,000 - 55,000

Job description

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£45,000-£55,000 per annum + £5,688 car allowance & company bonus scheme

Field Based - travelling across all of our depots and Head office

About the role

As a subject matter expert, this role is responsible for developing, designing, and managing effective operational strategies that enhance efficiency, service excellence, and customer satisfaction.

This role serves as the primary point of contact for both operations and Commercial teams for new business roll out and, once transitioned, for business-as-usual (BAU). The role plays a pivotal role in supporting the operations delivery of Service Excellence for our customers and will interact directly with customers as required.

The role is an integral part of the Performance Function, leading the day-to-day service performance of designated portfolios. The role will primarily focus on achieving and maintaining delivery against established SLAs, metrics, and KPIs, with a lens on driving performance through Operational Efficiency and a performance mindset.

About you

You'll be a results-oriented professional responsible for supporting and driving the operational performance across our business.

• Proven history in leading, managing and developing operational and portfolio management function.
• Subject matter expert in operational processes, capacity planning, and compliance.
• Ability to design and develop structured reporting and performance frameworks.
• Strong commercial acumen and financial insight awareness.
• Strong analytical and problem-solving capabilities to drive performance improvements.
• Excellent communication skills for influencing stakeholders across all levels.
• Ability to work both independently and collaboratively in cross-functional teams.
• Highly organised with effective time-management and prioritisation skills.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

Please note: you must have the right to work in the UK to be considered for this position.

What we can offer you

Not only do we offer free onsite parking, 4x salary life assurance and 5% match pension but you'll also have access to:

• £5,688 per annum car allowance or company car.
• Company funded Health Cash Plan - providing cash back for everyday healthcare costs such as dental, optical and physiotherapy.
• 25 days holiday plus holiday buy scheme.
• 24/7 E-Learning modules, Training and Development opportunities.
• Sharesave Scheme, Cycle to work schemes, Health cash plan.
• Colleague Assistance Program & Colleague referral scheme.

About us

Smiths News is the UK's largest news wholesaler. Our colleagues serve 22,400 retailers every day of the year, operating from 33 distribution centers.

Inclusion and diversity are important to us. We are working together to build and shape a culture that embraces people from all backgrounds, experiences, and orientations. Smiths News is dedicated to creating an authentic workplace where everyone can thrive.