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Service Delivery Manager

2 months ago

Dagenham UK, Essex, United Kingdom BD Group Full time

Service Delivery Manager (Reactive Repairs)


What we are looking for:

We are looking for a Service Delivery Manager to be responsible for the successful delivery of responsive repair work streams across the business. This role includes leading and managing the delivery of high-quality, right-first-time responsive repairs, voids, aids and adaptations, as well as capital, cyclical, and planned maintenance programs. These programs must offer value for money and achieve a high level of customer satisfaction, ensuring effective contract management at all times. The role holder will manage a team of direct and indirect reports, including Technical Supervisors, trade operatives, and engineers.


About Us:

BD Group was created by the London Borough of Barking & Dagenham to create positive economic, environmental and social change. We are facilities services company, providing a range of services for public and private sector clients currently across London and the Southeast, but with aspirations to broaden our geographies over time. Our mission is to help communities live, work and grow to fulfil their potential through the delivery of safe, high-quality services based on our unique understanding of local needs.


Duties:

  • 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.



Qualifications & Experience:

  • 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