Service Delivery Manager

1 week ago

Dagenham, Greater London, United Kingdom BD Group Full time
Job Title: Service Delivery Manager

We are seeking a highly skilled Service Delivery Manager to join our team at BD Group. As a key member of our facilities services team, you will be responsible for the successful delivery of responsive repair work streams across the business.

About the Role

The successful candidate will have a proven track record of managing the operational delivery of a programme of works/services in excess of £5m per annum, including management of resources, work planning, customer engagement, quality assurance, to time and within budget.

Key Responsibilities
  • Ensure team performance meets and exceeds KPIs.
  • Lead responses to residents' queries, complaints, and compliments professionally.
  • Manage and review operational risk registers to meet client expectations.
  • Ensure successful service delivery through effective supply chain management.
  • Manage contractors for procurement, commissioning, and service demands.
  • Improve efficiency and output of repairs and maintenance services.
  • Attend site meetings to resolve operational and technical issues.
  • Ensure accurate cost information for projects, recover incurred costs, and authorise sub-contractor payments.
  • Record work-in-progress, conduct inspections, and compile improvement plans.
  • Provide timely reports on project performance, targets, and budgets.
  • Stay updated on contract management practices and legislation.
  • Represent the company and liaise with stakeholders; stand in for the Head of Service when needed.
  • Manage the workforce and delivery of work programmes, ensuring technical direction, quality, and cost control.
  • Develop solutions to improve efficiency, reduce costs, and enhance customer experience.
  • Promote health, safety, and wellbeing in all work aspects.
  • Oversee commercial management and cost control of contracts up to £5m, ensuring adherence to financial policies and procedures.
  • Manage financial risks for projects and audit sub-contractor accounts.
  • Ensure compliance with health, safety, and legal requirements, and communicate Health & Safety recommendations.
  • Ensure customer-focused services and positive experiences, promoting excellent customer care practices.
  • Implement the company's performance management approach, supporting and guiding staff.
  • Maximise use of information systems for operational excellence.
  • Address poor performance professionally and conduct formal reviews if necessary.
  • Follow company policies for performance management and disciplinary actions.
  • Insist on high standards for safety, quality, and customer focus.
  • Proactively manage actions and standards to meet expectations.
  • Promote high-quality, customer-led services that comply with Data Protection, Equalities, Diversity, and Health and Safety policies.
  • Maintain a commercial focus for efficient service delivery.
  • Comply with company competencies and standard requisites.
Requirements
  • HNC (or equivalent) in building.
  • Degree (or equivalent) in building related subject or housing management.
  • Membership of a professionally recognised construction industry body i.e. RICS, CIOB.
  • Full clean manual UK driving Licence.
  • Direct experience of managing the operational delivery of a programme of works/services in excess of £5m per annum, including management of resources, work planning, customer engagement, quality assurance, to time and within budget.
  • Experience of managing within a commercial R&M construction contractor environment to deliver services/projects to quality standards, within time and budget and to customer's satisfaction.
  • Experience of working within a highly commercialised environment.
  • Experience of contributing to the development of solutions to improve efficiency, reduce costs, improve quality and customer experience.
  • Proven track record of supply chain management within a commercial project management environment.
  • Experience of representing a company as a contract manager/representative.
Working Arrangements
  • Working pattern: 36 hours per week, Monday to Friday.
  • Location: Dagenham.
Benefits

In addition to an attractive salary, our benefits package includes:

  • Heart Hub rewards, perks & benefits platform
  • Private Medical Insurance
  • Group Life Assurance
  • Competitive Salaries
  • Pension Scheme
  • Paid Holidays from 21-26 days
  • Family Friendly Policies making work-life balance achievable
  • Health & wellbeing support including an Employee Assistance Programme (EAP)
  • Career development and training
  • Great offices & local amenities including our Lab Café
  • Free parking @ The Cube
  • A GREAT TEAM

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