Service Delivery Manager

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  • Job Reference: Ref://78219
  • Job Title: Service Delivery Manager
  • Location: Central London
  • Basic Salary Range: £Competitive + Excellent Prospects
  • Job Type: Full Time
  • Posted 2 months ago

Maxwell Stephens have been asked to recruit on behalf of our client for a Services Delivery Manager.

Our client estate operations team manages a portfolio of well over 500,000m2 supporting more than 15,000 staff.

You will be responsible for helping to drive consistency in business performance across CI&O department.

Your Role

Develop, implement and manage standard operational procedures (SOP) for the CI&O (Maintenance Operations) department ensuring compliance with SOP resulting in a consistent approach to reporting and acordination across the department.

Create, implement and measure a customer experience and communication programme, focused on delivering an outstanding customer service to the company, by means of the CI&O (Maintenance Operations) helpdesk, customer service surveys, secret shopper, questionnaires

Provide a professional administration team to the wider CI&O (Maintenance Operations)

Upkeep of contracts records and renewal updates;

Work with the Assistant Director of CI&O (Maintenance Operations) to fully establish and continually review the company’s needs and expectations to ensure systems, procedures and resources are in place to ensure those needs are delivered to the highest standards.

Coach, train and develop the Service Delivery team to ensure the performance bar is continually raised.

Identify innovations and strategies to allow continuous improvement

Develop and lead on the delivery of small project works relating to the Service Delivery Team.

Prepare, manage and review Business Continuity Plans and actively participate in the companys BCP and disaster recovery plans.

Comply with the company’s policies at all times, including Equal Opportunities Policies, and ensure that duties are carried out in accordance with relevant divisional and companies policies and procedures.


Skills and Experience

Lead with strength and credibility, demonstrate authority and accountability for actions, decisions and effective functioning of the team

Coordinate activities and focus team on goals and objectives; monitor progress of team towards agreed goals and takes corrective action if/when needed. Excellent written and verbal communications skills.

Able to work under pressure and to deal with multiple priorities and deadlines

Optimise services and resources demonstrating awareness of financial issues affecting the organisation, analyse financial implications before taking decisions

BIFM 3/ILM equivalent or equivalent mid management experience.

Educated to Higher National Diploma in a relevant subject or to A Level standard

Recognised H&S qualification (IOSH / NEBOSH).

At least five years FM experience in a facilities department

Able to motivate staff and contractors to perform to the highest standard.

Ability to accept change with flexible attitude to work.