Ever wondered what it takes to keep service operations running smoothly at Green Zone Surveys?
Our Service Delivery Manager plays a crucial role in ensuring projects are delivered efficiently, clients remain compliant and the team stays motivated. From managing projects first thing in the morning to fostering collaboration and problem-solving throughout the day, the role requires a balance of organisation, leadership and adaptability. In our new ‘Day in the Life,’ we spoke to Isaac Howell to take a closer look at the responsibilities, challenges and rewards of his role at Green Zone Surveys, offering insight into what makes it both demanding and satisfying.
Hi Isaac. How did you first get into service management and what attracted you to this role?
"An opportunity arose for me to take on more responsibility in the service delivery team as a Supervisor, and as the team grew, my responsibilities grew with it and the role evolved into a service manager position."
What’s the first thing you tackle in the morning on a usual day and why is it important?
"I check the Job Register for any new work orders and assign them to the team - the sharper we can get the work orders processed, the sooner our clients will meet their compliance requirements."
What are your core responsibilities as a Service Delivery Manager?
"My core responsibilities revolve around leading the team, managing customer expectations, ensuring service quality and continually improving how we deliver our services."
How do you prioritise tasks and manage your time when everything feels urgent?
"It can sometimes get a little hectic, so I simply make a list and order my tasks by urgency. I determine this by the following criteria: client satisfaction, risk or business impact and efficiency. I also check to see if there are any tasks on the list I can delegate to ensure it’s completed quicker."
What tools or systems do you use to keep service operations running smoothly?
"Our own internal management system is very useful to keep track of individual projects. In addition, I promote open team collaboration to determine the most efficient approach."
Can you share one challenge you commonly face and how you deal with it?
"Pricing TM44 work with little to no information on assets can be a challenge. We must make assumptions based on similar types or size of buildings we’ve done in the past, which can sometimes be problematic. Alternatively, we can offer the client an asset survey at the outset to determine what is on site."
How do you support and develop your team’s performance and morale?
"I set clear, measurable expectations for each team member and ensure they understand how their work contributes to the broader business goals. I hold regular 1:1s to discuss performance, give constructive feedback and recognise achievements. This helps everyone to stay aligned and confident in their progress."
What skills do you think are most important for someone in your role?
"Clear communication is very important as well as consistency in approach to both colleagues and clients."
What’s the most satisfying part of your job?
"Seeing the positive impact that strong service collaboration, clear communication and effective teamwork can have on both our clients and our internal objectives."
How do you handle customer complaints or situations where expectations aren’t met?
"I focus on resolving the issue quickly while protecting the relationship and preventing repeat problems. My approach is structured around identifying the root cause, taking accountability and preventing recurrence."
Green Zone likes to put on quarterly social events for all staff to get involved in. Which team-building or social activities have you enjoyed the most, and why?
"We have done various activities over the years, but the one that sticks out in my mind is Junk Yard Golf - because somehow, I managed to win!"
Finally, what advice would you give to someone aspiring to be a Service Delivery Manager?
"Work on developing strong communication skills, take initiative, be open to learning and harbour a service-focused mindset with emphasis on accountability and teamwork."
Being a Service Delivery Manager at Green Zone Surveys is challenging, fast-paced and ever-evolving - but it’s also incredibly rewarding. At the heart of the role is the opportunity to make a real difference for clients, colleagues and the wider business.
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