Group Service Delivery Manager

2 days ago

Cambridge, United Kingdom CATS Global Schools Full time

Services Manager CATS Global Schools is seeking an experienced Services Manager to lead and elevate the quality of service operations across our UK campuses. The ideal candidate will have a proven track record in quality control, service delivery, health and safety, and maintaining exceptionally high operational standards. While experience in the education sector is preferred, we also welcome candidates from high‑performing service industries such as hospitality, where attention to detail and service excellence are paramount. This role is crucial in ensuring that students, staff, and visitors experience a safe, clean, well‑organised, and welcoming environment that reflects the values and expectations of CATS Global Schools. Key Responsibilities Develop and maintain rigorous quality control standards and processes, ensuring all hard and soft services (cleaning/housekeeping, catering, maintenance, waste management, etc.) meet or exceed expectations. Conduct regular site audits, inspections, and service reviews, identifying areas for improvement and implementing corrective actions. Benchmark performance and embed best practice across all operations. Drive a culture of service excellence, ensuring consistently high standards across all campuses. Implement and monitor service‑level standards, ensuring operational consistency across all sites. Ensure all service operations comply with UK health & safety regulations, including COSHH, food hygiene (where relevant), and safe working practices. Work closely with site leaders to maintain and continually improve health and safety standards. Support incident reporting and ensure risk assessments, training, and compliance documentation are up to date. Collaborate with in‑house teams and external providers to ensure high‑quality, cost‑effective service delivery. Monitor contractor performance against SLAs and KPIs, holding partners accountable for outcomes. Foster strong relationships with campus leadership, academic staff, and operational teams. Identify opportunities to enhance the student and staff experience through improved service design and delivery. Conduct internal resource analysis against industry standards to ensure adequate staffing. Lead initiatives to improve the efficiency, consistency, and sustainability of hard and soft service operations. Support the roll‑out of new service models, technology, or systems to improve service visibility and quality. Qualifications & Experience Strong background in quality control, service delivery management, and operational standards. Knowledge of UK health & safety regulations relevant to hard and soft services. Experience managing hard and soft services within education or high‑standard environments (hospitality, residential services). Demonstrated success managing multi‑site operations or complex service environments. Skilled in auditing, performance management, and service‑level monitoring. Experience within the education sector (schools, colleges, boarding environments). Qualifications in facilities management, hospitality management, or health & safety (e.g., IOSH, NEBOSH). Experience working with culturally diverse communities or international students. Background in customer‑service–driven environments with high expectations of delivery. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Project Management and Information Technology Industries Primary and Secondary Education Location: Cambridge, England, United Kingdom #J-18808-Ljbffr

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