Service Delivery Manager

Service Delivery Manager

Salary: £60,000 - £75,000 per annum

Location:

Peterborough (Office Based)

About Trade Mastermind

Trade Mastermind is one of the UK's fastest-growing business education, coaching, and business services organisations. Founded by BBC The Apprentice winner Joseph Valente, our mission is to help ambitious business owners achieve sustainable growth, increase profitability, and build businesses that create long-term freedom and success.

While our roots are in supporting the construction and trades sector, today we work with small and medium-sized businesses across a wide range of industries, providing the tools, strategies, systems, and support needed to scale successfully.

Through industry-leading coaching, training, consultancy, recruitment, marketing, technology solutions, and business support services, we help thousands of entrepreneurs and business owners accelerate growth and overcome the challenges that come with scaling a business.

Our wider group includes Trade Group Services (TGS), a portfolio of specialist business solutions designed to help businesses grow faster and operate more efficiently, including.

With the opening of our new 20,000 sq. ft. Trade Mastermind University HQ and ambitious growth plans ahead, we are looking for an exceptional Service Delivery Manager to oversee operational excellence and client experience across all TGS divisions, ensuring every service delivers outstanding results and supports our vision of becoming the UK's leading business growth ecosystem.

The Role

This is a senior leadership position responsible for the delivery, performance, and continuous improvement of all Trade Group Services.

You will oversee service operations across multiple business units, ensuring every client receives a consistent, professional, and results-driven experience. You will work closely with department heads, account managers, consultants, delivery teams, and senior leadership to create scalable systems, improve operational efficiency, and drive client retention.

This is not a maintenance role-this is a build, optimise, lead, and scale role.

Key Responsibilities

Service Delivery & Operations

Own and manage service delivery across Trade Recruit, Trade Design, Trade Social, TM CRM, and Valente Consulting.

Ensure all services are delivered to a consistently high standard, meeting agreed timelines, KPIs, and client expectations.

Develop and implement service delivery strategies that support business growth and client retention.

Create scalable processes, workflows, and operational frameworks across all service divisions.

Monitor service performance, identify bottlenecks, and drive continuous improvement initiatives.

Manage project delivery, client onboarding, service implementation, and ongoing account success.

Team Leadership

Lead, develop, and support service delivery teams across multiple departments.

Establish clear KPIs, accountability measures, and performance standards.

Foster a high-performance, solution-focused culture.

Provide coaching, mentoring, and development opportunities for team members.

Recruit and build teams as the business continues to grow.

Client Experience & Retention

Ensure a seamless client journey from onboarding through to service completion.

Manage escalations and resolve complex client issues effectively.

Monitor client satisfaction, retention, and engagement metrics.

Implement feedback systems and use client insights to improve service quality.

Work proactively to maximise client success and long-term relationships.

Systems & Process Improvement

Drive digital transformation and operational efficiency through technology and automation.

Implement and optimise CRM systems, project management tools, reporting platforms, and workflow automation.

Build reporting dashboards that provide visibility of department performance and client outcomes.

Continuously review and refine service delivery processes to support scale.

Strategic Leadership

Work closely with senior leadership to align service delivery with company goals and growth objectives.

Support new product launches and service expansion initiatives.

Contribute to strategic planning and operational decision-making.

Pla…