Operations Manager – Support Services

Field Based - Commutable to Peterborough, Runcorn or Southampton 40

Reporting to: Head of Service Delivery & Operations
Location: Field Based but within commutable distance of either Peterborough, Runcorn or Southampton
Hours: Full time, 40 hours per week and may be required to occasionally support with weekend management rota
Date: April 2026

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.

As Operations Manager – Support Services, you are responsible for the day-to-day performance and coordination of all support functions within the Service Delivery team. This includes Helpdesk, Scheduling, Technical Administration, Parts, Smartcall and Key Accounts.

This is a hands‑on, operational management role, focused on ensuring that all support services run efficiently, enabling Engineering teams to delivery against SLAs while maintaining a high standard of customer experience. You will work closely with your management team to manage workflow, resolve issues and continuously improve service delivery.

You will lead a team of Service Delivery Managers, ensuring alignment with business objectives, customer expectations and Service Level Agreements (SLAs). This role requires a strategic mindset combined with hands‑on operational leadership.

• Take ownership of daily support service operations, ensuring all customer requests, jobs and parts are processed accurately and on time.
• Hold regular operational reviews with Service Delivery Managers to track performance, address issues and remove blockers.
• Maintain visibility of live activity across Helpdesk, Scheduling, Smartcall, Parts and Key Accounts.
• Act quickly to resolve operational issues that impact service delivery, SLA performance or customer satisfaction.
• Set clear expectations and accountability across all functions.
• Coach and support managers to improve consistency, capability and performance.
• Drive a collaborative, high-performance culture across support services and wider Service Delivery.

• Own and drive key performance indicators (KPIs) including:
  • SLA adherence
• Ensure consistent, high-quality service delivery across all departments.
• Oversee daily operational performance, ensuring all scheduled activities are completed effectively.
• Implement and monitor performance review frameworks and continuous improvement initiatives.
• Analyse operational data to identify trends, risks and opportunities for improvement.

• Oversee Helpdesk operations to ensure all service requests are logged, prioritised and resolved efficiently.
• Work with the Service Delivery Manager – Operations Administration to ensure scheduling is optimised with effective allocation of engineers and strong SLA adherence.
• Monitor workflow, backlog and response times, taking action to maintain service levels.
• Ensure administrative processes, documentation and compliance records are kept up to date and accurate.
• Drive improvements in systems, processes and automation to increase efficiency and reduce errors.

• Oversee the Parts & Hub Administration function to ensure engineers and customers receive the right parts at the right time.
• Ensure strong control of parts ordering, van…