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EAP Service Delivery Manager

2 months ago

Leicester, Leicester, United Kingdom OUTCO Full time
Service Delivery and Operations Manager - Grounds Maintenance

The Service Delivery and Operations Manager plays a pivotal role in the OUTCO Grounds Maintenance Division, overseeing team performance and ensuring the delivery of high-quality services in a safe, efficient, and professional manner. This operational role involves leading, monitoring, and supervising delivery teams, with a focus on first response to customer requests and forging strong links with delivery and management personnel.

Key Responsibilities:

  • Contribute to the effective management of OUTCO contracts, ensuring seamless delivery and customer satisfaction.
  • Participate in securing the long-term future of contracts, identifying opportunities for growth and expansion.
  • Maintain and develop strong relationships with existing clients and suppliers, meeting their various business requirements and fostering a culture of collaboration.
  • Proactively target additional business opportunities, reporting potential revenue streams and assisting in the tendering and pricing of works.
  • Take ownership of health and safety at the point of delivery, conducting risk assessments, monitoring control measures, and actively contributing to the maintenance and improvement of the Company Health and Safety culture.
  • Report all accidents, near misses, and health, safety, and environmental concerns raised.
  • Ensure the maintenance of Quality Standards, particularly the application of the Company Quality System, and ensure compliance with BS EN 9001 and BS EN ISO 14001 standards.
  • Lead the management of tradesmen and sub-contractors across projects, ensuring quality and timeliness of their works, as well as adherence to own schedules.
  • Play an active role in the client retention programme for the Grounds Division, driving customer satisfaction and loyalty.
  • Support the review and improvement of processes and activities, providing accurate and insightful data to inform decision-making.
  • Serve as the first point of contact for escalations and problem resolution, ensuring prompt and effective issue resolution.
  • Work planning and resource allocation, ensuring optimal utilization of resources and minimizing downtime.
  • Ensure the effective use of company systems to ensure compliance with GDPR regulations at all times.
  • Promote a safety culture and ensure teams are aware of and operate in accordance with company Health & Safety procedures at all times.

Person Specification:

  • Excellent written and verbal communication skills, with the ability to articulate complex ideas and concepts.
  • Proficiency in Microsoft package applications, with experience in workforce planning and management of resources.
  • Self-starter with a strong work ethic, reliability, and a keen desire to learn and grow.
  • High energy and enthusiasm, with a positive 'can-do' attitude and a willingness to take personal responsibility for project delivery.
  • Excellent decision-making skills, with the ability to work well in a fast-paced environment and adapt to changing circumstances.
  • Ability to multitask and meet tight deadlines, with a proven track record of delivering results under pressure.
  • Ability to work independently and as part of a team, with a strong focus on collaboration and customer satisfaction.