Field Service Delivery Manager - West Midlands

Why choose us?

Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy – working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050.

• 25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell)
• Hybrid working options (for some positions).
• Enhanced Maternity leave. Paternity and Adoption leave.
• 24/7 free and confidential employee assistance service.
• Simply Health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP.
• Life Insurance (4 x annual salary)
• Pension matching scheme (up to 5% of salary)

Are you an inspiring leader with a passion for developing high‑performing engineering teams? We’re looking for a Field Service Delivery Manager to lead and support a team of engineers across the West Midlands, ensuring the achievement of key KPIs and SLAs while helping SMS meet its meter installation commitments. This hands‑on role includes weekly travel to work side‑by‑side with engineers, providing coaching and guidance in the field, and occasionally covering engineer call‑outs when required.

Working on a 40‑hour contract with flexibility and on‑call responsibilities, you’ll also benefit from a quarterly bonus as recognition for your impact and performance.

• Lead on Health, Safety and Environmental standards, ensuring all regulations and company targets are met while actively contributing to safety and technical forums.
• Provide regular field‑based coaching for approximately 15 engineers to improve technical capability, behaviours and KPI performance, including safety, quality, GSOS targets and reducing aborts.
• Spend up to one day per week in the local office completing administrative tasks, liaising with your Performance Manager and managing team documentation.
• Support installation delivery by completing scheduled jobs when required during busy periods or to cover engineer absence.
• Deliver coaching plans aligned with client targets, driving productivity, efficiency and customer satisfaction while ensuring engineers give clear energy‑efficiency advice to customers.
• Conduct audits, monitor incident and performance data, address non‑conformance trends, and ensure all training, e‑learning, stock counts and fleet/equipment checks are completed to standard.
• Support people management activities including onboarding, one‑to‑ones, team meetings, attendance management, disciplinary/grievance investigations and maintaining accurate performance and coaching records.
• Collaborate with internal departments and external partners to meet SLAs, assist with customer complaint investigations, attend required training and complete any other reasonable duties to support operational delivery.

• Qualified Dual Fuel Meter Engineer
• Full and valid UK driving licence (or equivalent permitting driving in the UK)
• Proven supervisory experience with the ability to lead and support engineering teams
• Strong coaching capability supported by solid technical expertise
• In‑depth knowledge of utilities industry standards, company procedures and all relevant health and safety requirements