Service Delivery Manager

Role: Service Delivery Manager

Location: Preston, PR1

Hours: 40 per week, Mon - Fri 8am - 5pm 

Contract: Permanent, Full time 

Salary: £40,000 - £45,000 per annum, depending on experience 

The role:

We are looking for an experienced Service Delivery Manager to lead and continuously improve our customer service and service delivery function. This is a key leadership role with full line management responsibility for the service delivery team and a genuine opportunity to develop, shape, and strengthen the team, embedding high standards, clear accountability, and a culture of service excellence.

You will be responsible for ensuring waste services are delivered reliably, compliantly, and right first time, we manage hundreds of waste movements per day across the UK through a national supply-chain and supplier network. The role is critical in ensuring effective coordination between customers, suppliers, and internal teams to deliver a consistently excellent customer experience across all accounts.

The role plays a vital part in supporting customer retention, operational scalability, and long-term sustainable growth.

Recycling Lives Services uses Salesforce as a core system for managing customers, services, and performance.

The business:

Recycling Lives Services deliver services that change lives and is a leading UK waste management and compliance business who is B Corp certified and driven by a strong social purpose. We exist to make waste management simple, reliable, and compliant, while creating meaningful environmental and social value.

As part of the Recycling Lives Group, we combine commercial expertise with a clear commitment to sustainability, social impact, and doing the right thing for people, communities, and the planet. We are proud to operate a business where people, purpose, and performance go hand in hand.

Key Responsibilities

Team Leadership & Development

Lead, coach, and develop the service delivery team, creating clear expectations around performance, behaviours, and customer standards.

Build capability through structured 1-to-1s, performance reviews, training, and development planning.

Foster a positive, accountable culture focused on collaboration, ownership, and service excellence.

Service Performance & Customer Experience

Take ownership of service delivery performance across all customers and accounts.

Ensure services are delivered right first time, meeting contractual, operational, and customer expectations.

Monitor and improve key service KPIs including reliability, responsiveness, issue resolution, and customer satisfaction.

Act as the senior escalation point for complex or recurring service issues.

Operational Oversight & Control

Oversee day-to-day service delivery activity to ensure work is accurately booked, scheduled, and delivered as planned.

Ensure effective coordination between customer service, suppliers, operations, and account teams.

Drive consistency and control across service delivery processes and ways of working.

Supplier & Service Quality Management

Manage service quality across the supplier network, ensuring agreed standards, reliability, and performance are maintained.

Support the resolution of supplier-related issues and drive continuous improvement in service outcomes.

Compliance & Governance

Ensure service delivery processes support full regulatory compliance and audit readiness.

Work closely with compliance and operations teams to maintain strong governance, accurate records, and robust controls.

Continuous Improvement & Collaboration

Identify opportunities to improve service quality, efficiency, and scalability through better processes, systems, and ways of working.

Support the onboarding and mobilisation of new customers and services.

Work collaboratively with sales, account management, operations, and compliance teams to support customer retention, growth, and ESG objectives.

What We’re Looking For

Essential

Proven experience managing customer service or service delivery teams.

Strong leadership and people-management skills.

A track record of improving service performance and customer satisfaction.

Excellent organisational, communication, and problem-solving abilities.

Desirable

Experience in waste management, environmental services, logistics, facilities management, or third-party managed services.

Experience managing supplier or contractor networks.

Experience supporting key or strategic customer accounts.

Experience using Salesforce or similar CRM/service management systems.

What Success Looks Like

Consistently high service performance and customer satisfaction.

A capable, engaged, and high-performing service delivery team.

Reduced service issues and escalations.

Strong contribution to customer retention and sustainable growth.

What We Offer

The chance to work for a B Corp certified organisation making a genuine positive impact.

25 days annual leave, plus bank holidays

Access to free in-house, qualified counselling support

Modern office facilities, with onsite café serving breakfast & lunch

Free fruit boxes 

Free onsite parking

Pensions contribution, 5% employee 3% employer

Healthcare cash back plan*

Access to ethical loan and savings products *

Enhanced maternity & paternity pay*

Cycle to work scheme*

*Employees become eligible after 12 months service.

Equality, Diversity & Inclusion

Recycling Lives Services is committed to creating a diverse and inclusive workplace. We welcome applications from all backgrounds and communities and are committed to equal opportunities for all. We believe diverse teams make us stronger and help us deliver better outcomes for our people, our customers, and society.