Service Delivery Manager

About Hisense

Founded in 1969, Hisense is a global technology company dedicated to making innovative, high-quality products accessible to consumers worldwide.

With a diverse portfolio spanning televisions, refrigeration, laundry and other home appliances, Hisense continues to expand its presence in the UK and international markets.

To discover more about Hisense UK, please visit our website Hisense UK About

About the Role

We are looking for an experienced and results-driven Service Delivery Manager to join our UK Service team, based in Leeds, reporting directly to Head of Service. In this role, you will play a key part in driving service excellence across our after-sales operations, ensuring high standards of customer satisfaction, operational efficiency and cost control.

You will be responsible for overseeing the performance of our external service partners, supporting spare parts operations and driving continuous improvements across our service network. Working closely with the Head of Service, internal departments, external service providers and international colleagues across Europe and China, you will help shape and deliver our service strategy.

This is an excellent opportunity for a service professional who enjoys solving operational challenges, building strong partnerships and delivering measurable improvements.

Responsibilities

Service Delivery & Performance Management

• Monitor and manage service delivery performance against agreed KPIs, service level agreements (SLAs) and quality standards.
• Oversee the performance of third-party service providers, ensuring consistent service quality, efficiency and customer satisfaction.
• Identify areas of underperformance and implement corrective action plans to drive measurable improvements.
• Drive accountability and continuous improvement across internal teams and external service partners.

Service Operations & Continuous Improvement

• Work closely with the Head of Service to develop and implement operational plans, budgets and service improvement initiatives.
• Review and optimise existing service processes to improve efficiency, reduce costs and enhance the customer experience.
• Support the ongoing development and optimisation of the UK service network.
• Identify opportunities to improve operational effectiveness while maintaining high standards of repair quality.

Spare Parts Management

• Oversee and support spare parts operations, including demand forecasting, availability and inventory management.
• Work with relevant internal teams and external partners to ensure efficient spare parts supply and distribution.
• Identify opportunities to improve spare parts availability, operational efficiency and cost control.

Stakeholder & Partner Management

• Build and maintain strong working relationships with external service providers and internal stakeholders.
• Collaborate with colleagues across the UK, Europe and China to align service operations with wider business objectives.
• Provide clear performance updates, reports and recommendations to senior management.
• Influence and engage stakeholders to support service improvement initiatives and operational changes.

About You

We are looking for someone who combines strong technical knowledge with excellent operational and stakeholder management skills.

Requirements

• Proven experience in service delivery, after-sales service management or a similar operational leadership role.
• Experience managing third-party service providers and driving performance against agreed KPIs and SLAs.
• Strong understanding of spare parts operations, including inventory management, forecasting and supply chain coordination.
• Demonstrable experience improving service quality, operational efficiency and customer satisfaction.
• Strong analytical and problem-solving skills, with the ability to identify performance gaps and implement effective solutions.
• Excellent communication, negotiation and stakeholder management skills.
• Strong organisational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Ability to produce clear, accurate and professional reports and presentations.

Benefits Include, But Are Not Limited To:

• Competitive salary with bonus scheme
• Workplace pension
• 25 days of holiday plus Bank Holidays.
• In-house learning platform, develop your skills for your career and your role.
• Long service awards
• Salary sacrifice schemes
• Discounts on Hisense products
• Access to a shopping discount portal
• Restaurant and café discounts at our Leeds office
• Free onsite parking

How to Apply

To apply for this position, please click Apply on LinkedIn. You will be redirected to our recruitment platform, TestGorilla, where you will be asked to answer a few initial application questions and upload your CV.

Important – Please Read Before Applying

When accessing TestGorilla, you may see references to an "assessment", including an estimated assessment duration and instructions to start an assessment. Please disregard these references at the initial application stage.

You will not be required to complete any online assessments when submitting your initial application. You only need to provide your details, answer the application questions, and upload your CV. Following our initial screening, candidates being considered for a first interview may subsequently be invited to complete online assessments relevant to the position.

Need Assistance?

If you experience any technical difficulties when submitting your application or have any questions about our recruitment process, please contact our HR team at [email protected] . We will be happy to assist you.

IMPORTANT NOTICE

• We are an equal opportunity employer committed to creating a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds, and all qualified applicants will be considered without regard to race, color, religion, gender, sexual orientation, national origin, disability, or any other characteristic protected by law.

• As a courtesy, we strive to acknowledge all applications. However, due to the high volume of applications, we regret that we may not be able to respond to every applicant, we can only guarantee that shortlisted candidates will be contacted.

• By submitting your application, you acknowledge that your personal data will be processed for recruitment and selection purposes in accordance with applicable UK data protection legislation. We may retain your application information for up to 24 months following the conclusion of the recruitment process to maintain appropriate recruitment records and, where applicable, consider you for future opportunities, unless a longer retention period is necessary and permitted by law. Your personal data may be shared with affiliated companies within the Hisense Europe Group where necessary to support the recruitment process. We use TestGorilla as a third-party recruitment and assessment platform to manage applications and conduct assessments for selected candidates. For further information about how we collect, use, share, and retain your personal data, and your rights under data protection law, please refer to our External Privacy Notice. For any questions regarding the processing of your personal data, please contact [email protected].