Service Delivery Manager

Service Delivery Manager

Coventry

40 hours per week (Mon-Fri - 08:30-17:00)

£40,000

Lead people. Improve service. Make things work better every day.

Manheim Vehicle Services, part of Cox Automotive, supports customers across the automotive sector with high-quality vehicle preparation and remarketing services. We’re growing and our customer base is expanding,

We are looking for a Service Delivery Manager to act as the operational link between our on-site teams and the key clients we have contracts with..

This is not a sales or account management role. It’s about owning service delivery, managing escalations and making sure the operation runs properly every day.

Why Join Us & What’s In It For You?

As a Cox Automotive team member, you’ll have access to a wide range of benefits, including exclusive discounts, cashback offers and our brilliant peer to peer recognition scheme. And there’s even more to enjoy:

• Option to buy additional holiday days
• Your birthday off every year - paid
• One annual Well-Being Day for you to relax and recharge
• One paid Charity Day to give back and support a cause that matters to you
• Opportunities for career progression across the Cox Automotive network
• Competitive pension scheme

About the Role:

You will act as the bridge between our customer service team, operational vehicle teams and our clients. Your focus will be:

• Ensuring vehicles are prepared and delivered in line with agreed service levels.
• Acting as the main escalation point for service issues or complaints.
• Meeting with clients face to face to review performance, resolve concerns, and maintain trust.
• Translating client expectations into clear daily operational priorities.
• Identifying root causes of recurring issues and implementing practical fixes.
• You’ll be visible on site, walking the floor, supporting the team and stepping in when things need resolving.

What You’ll Be Doing:

• Acting as primary contact for key client relationships and service reviews.
• Managing service delivery against SLAs and agreed KPIs.
• Handling escalations calmly and professionally.
• Leading daily operational priorities with the on-site team.
• Investigating recurring issues and driving continuous improvement.
• Communicating clearly between clients and operational teams.
• Coaching and developing team members to improve service performance.

This role is best suited to someone who:

• Has led operational or service delivery teams (not sales or business development).
• Has managed client relationships in a live operational environment.
• Is comfortable handling escalations and difficult conversations.
• Understands SLAs, KPIs and service performance metrics.
• Enjoys solving problems and improving processes.
• Prefers being operationally involved rather than desk-based.
• Comes from logistics, facilities, field services, utilities, manufacturing or similar environments.
• Automotive experience is welcome — but not essential.

What success looks like:

• Clients trust you and know issues will be resolved.
• The team understands priorities and delivers consistently.
• Escalations reduce because root causes are fixed.
• Communication is proactive, not reactive.
• The operation runs more smoothly each month.

If you’ve led a service or operations team in another sector (logistics, facilities, field services, customer operations, manufacturing, utilities, etc.), we’d love to hear from you. Vehicle knowledge can be learned.

We’re Committed to Inclusion

We are proud to be an inclusive and equal opportunity employer. We celebrate diversity in all its forms. We are a place where you can be you.

Ready To Join Our Team & Make A Difference?
Apply now and drive your career forward with one of the automotive industry’s most trusted names.

STRICTLY NO AGENCIES PLEASE
We kindly ask that agencies do not contact us regarding this vacancy. We work with a carefully selected and trusted group of recruitment partners. We do not accept unsolicited CVs sent to the recruitment team or directly to a hiring manager. We will not be responsible for any fees related to unsolicited submissions.