Reporting to: Head of Service Delivery and Operations
Location: Field based
Hours: 40 hours per week
Last Reviewed: April 2025
Business Overview
With over 50 years of experience, ICE is the UK’s largest independent provider of cleaning equipment. We manage thousands of sites across the UK in a wide variety of sectors including retail, healthcare, warehousing, manufacturing, distribution, and education. As well as supplying and servicing traditional cleaning equipment, we also have over a decade of experience in robotic floor cleaning machines. We are not only committed to a greener future through our own ESG strategy, but we also place the utmost focus on ensuring we offer products and services to customers that support their own sustainability goals and commitments.
At ICE we strive to encourage personal development and career progression, offering on-the-job training as well as support for professional qualifications for our employees. We are a fast-growing business and this position would suit someone who likes to hit the ground running and has a drive for success.
Role Overview
As Technical Services Manager, you will play a pivotal role in ensuring the seamless and effective delivery of services to our customers. This management position requires a strategic mindset, strong organisational skills, and the ability to collaborate with various teams to uphold the maintenance provisions within service level agreements (SLAs) and compliance standards. You will be instrumental in implementing and embedding the Technical Services Team into the business and managing the day-to-day operations of the Technical Services field and desktop team members.
Key Responsibilities and Accountabilities:
- Analyse operational data to improve quality and efficiency in service delivery.
- Utilise data and field experience to identify trends, opportunities, and areas for improvement in service delivery.
- Work closely with Key Account Managers to understand customer requirements, expectations, and SLAs.
- Represent the Technical Services Team in review meetings, both internal and external, providing insights, updates, and addressing any concerns or questions.
- Provide insights and feedback from the Service Delivery Team to contribute to strategic decision-making.
- Prepare monthly reports with the support of your desktop administrator, presenting key performance metrics, data, and insights for review and analysis.
- Develop and implement new processes to optimise efficiency, quality, and customer satisfaction.
- Monitor and enforce adherence to established processes where applicable.
- Implement and optimise processes to enhance the efficiency of technical services operations.
- Foster a culture of excellence, continuous improvement, and collaboration.
- Lead and supervise the Technical Services Team, including both field and desktop team members, ensuring SLA adherence.
- Provide guidance and support to team personnel, fostering a customer-centric culture and high-performance work environment.
- Lead and support the Technical Services Team throughout their training and beyond.
- Conduct regular reviews of outstanding cases and blockers, identifying bottlenecks and implementing corrective actions.
- Collaborate with team members to troubleshoot complex issues and provide guidance on effective problem-solving techniques.
- Gather customer feedback and use it to identify trends, areas for improvement, and opportunities for enhancing service delivery.
- Act as a point of escalation for critical customer issues, providing timely and effective resolutions.
- Develop and maintain robust scheduling processes to optimise workforce productivity.
- Collaborate with other departments to anticipate resource needs and proactively address potential scheduling challenges.
- Oversee the Technical Services Team to ensure all equipment and services adhere to relevant industry and regulatory standards, with a focus on PA regulations.
Qualifications, Skills and Experience:
- Professional certifications in technical services management, project management, or related areas (e.g., ITIL, PMP) are desirable
- Proven experience in a similar managerial role within a technical services environment
- Strong organisational and time management skills
- Excellent analytical and problem-solving abilities
- Proficiency in data analysis and reporting tools
- Effective communication and interpersonal skills
- Leadership and team management skills
- Ability to work collaboratively with cross-functional teams
- Customer-focused mindset with a commitment to delivering high-quality service
- Adaptability and ability to thrive in a fast-paced environment
- Demonstrated experience in managing technical service teams, including both field and desktop support
- Proven track record of successfully implementing and optimising processes to improve service delivery
- Experience with managing service level agreements (SLAs) and ensuring compliance
- Familiarity with industry and regulatory standards, particularly PA regulations
- Experience in preparing and presenting performance reports to senior management
- Background in troubleshooting complex technical issues and providing effective resolutions
- Experience in developing and maintaining scheduling processes to optimise workforce productivity