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# Service Delivery Manager - Help Desk

- **Company:** Ice
- **Location:** Peterborough, UK
- **Salary:** £40,000 - £45,000
- **Contract:** Permanent contract
- **Skills:** Software Applications, Microsoft Office
- **Published:** November 4, 2026
- **Apply:** https://www.careerjet.co.uk/jobad/gb38cdc0224ae5ed6487b664e0091b1c44

## About the Role

* Educated to GCSE level or above with a pass in English and Maths (or equivalent).
 * Exceptional telephone manner and communication skills, with the ability to effectively lead and motivate a team.
 * Proven experience in a similar customer support role, demonstrating strong customer service skills and attention to detail.
 * Highly organized and capable of working under pressure to meet deadlines and achieve team objectives.
 * Strong analytical skills in order to interpret opportunities
 * The ability to work within a dynamic environment
 * Proficient in Microsoft Office and other relevant software applications, with the ability to adapt to new technologies.

## Description

As a Service Delivery Manager, you will be responsible for providing strong leadership, direction and day-to-day management of an expanding team of Helpdesk Administrators.
The Helpdesk is the key first point of contact for all service-related queries from our customer base and plays a critical role in the overall customer experience. The Helpdesk Manager will ensure the team takes start-to-finish ownership of service queries, maintaining clear, proactive and professional communication with customers throughout the lifecycle of each request.
The role requires a highly organised, confident and visible leader who can establish clear standards, drive accountability and consistency, develop the team and continually improve the way the Helpdesk operates.
Working closely alongside the Service Delivery Management team and other internal departments, the Helpdesk Manager will ensure customer commitments are understood, operational priorities are effectively managed and service issues are progressed through to service-led resolution.
How we will support you:
We will enrol you in the ICE induction programme where you'll get a bird's-eye view of how ICE works as a business. You will spend time learning about how our different teams play their part to make ICE the success it is and spend time with everyone and even get to go out on the road with our drivers.
After that, we encourage personal development and career progression, offering further 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.