Service Delivery Manager

Description

Working under the direction of the Head of Commercial Cleaning, the role also supports contract mobilisations and demobilisations across the Floorbrite Group, ensuring smooth and compliant transitions for new and existing contracts.

▪ Action on all hotspot areas and senior management/client audits

▪ To chair formal meetings such disciplinary, grievance and absence review hearings in accordance with company procedure

▪ Ensure that regular formal and informal meetings are conducted with clients to identify issues or areas of concern and work closely with the wider Facilities Management team to suggest actions and resolve concerns and issues

The Service Delivery Manager will be responsible for supporting the delivery of soft services across the Northwest, Yorkshire, Northeast, and Midlands, ensuring high operational standards and full adherence to customer terms of business, service level agreements, and industry regulations. This role provides flexible regional support, covering gaps such as annual leave, sickness, vacancies, and periods of increased operational demand within the field-based operations teams. Working under the direction of the Head of Commercial Cleaning, the role also supports contract mobilisations and demobilisations across the Floorbrite Group, ensuring smooth and compliant transitions for new and existing contracts. Acts as a motivational and supportive leader to Service Delivery Teams, promoting Floorbrite values and ensuring consistent delivery of first-class service through clear communication, guidance, and day-to-day operational support.

▪ Manage customer complaint escalations within the region, promoting partnership-based solutions and effective issue resolution

▪ Ensure all new location mobilisations and demobilisations are executed in line with the agreed plan

▪ Ensure adherence to the Company Health and Safety Policy across all operations

▪ Identifying trends and analysing roots cause

▪ Respond to customer escalations promptly and effectively, ensuring satisfactory resolution

▪ Manage HR and employee relations matters in line with Company HR Policies, promoting diversity and inclusion

▪ Absence management including reporting, analysis, and escalation.

▪ To ensure compliance with corporate and site-specific health and safety plans.

▪ Conduct TUPE consultations (inbound and outbound) in collaboration with HR

▪ Management of mobile operatives and regional supervisors

Responsible for supporting the delivery of soft services across the Northwest, Yorkshire, Northeast, and Midlands, ensuring high operational standards and full adherence to customer terms of business, service level agreements, and industry regulations. This role provides flexible regional support, covering gaps such as annual leave, sickness, vacancies, and periods of increased operational demand within the field-based operations teams.

▪ Advise Operations Teams on compliance requirements and risks associated with operational activities

▪ To cascade Company targets, KPI’s and objectives (when required to) to any relevant Area Management team ensuring understanding of expectations and measurement.

▪ Implement organisational changes or restructures in accordance with legislation and company procedures, ensuring HR is updated throughout

▪ Support the delivery of a defined Service Delivery Strategy, assisting field-based operations teams across the portfolio

▪ Deliver a professional and timely service across all contracts

Acts as a motivational and supportive leader to Service Delivery Teams, promoting Floorbrite values and ensuring consistent delivery of first-class service through clear communication, guidance, and day-to-day operational support.

▪ Ensure regional audits are fully completed, meeting or exceeding business KPIs, and implement corrective actions in underperforming areas

▪ Identify, manage, and develop new business opportunities within emerging markets for Floorbrite

▪ Support client sites by offering guidance on SLAs, KPIs, objectives, and ongoing or upcoming projects

▪ Lead and support added-value initiatives that align with the Floorbrite ethos

▪ Analyse and interpret management information systems to support sound commercial decision-making

▪ To maintain absolute confidentiality of any information obtained on the company and its personnel

Requirements

▪ To be an effective communication channel between your team and other working disciplines

▪ Mobilisation experience (desirable)

▪ Strong organisational skills and previous experience in working across a large geographical portfolio

▪ Minimum 5 years of relevant managerial experience at a similar level

▪ Solid understanding of contract management and strong commercial awareness

▪ Proven track record in KPI management and ensuring SLAs are achieved

▪ IOSH Managing Safely qualification (desirable)

▪ Motivational leadership and effective delegation and handovers

▪ Effective workforce planning and shift cover

▪ Ability to meet deadlines and perform effectively under pressure

▪ Excellent stakeholder management skills, capable of building effective partnerships with subcontractors and customers

▪ Strong written and verbal communication skills

▪ GCSE-level education in Maths and English

▪ Working knowledge of Employment Legislation

▪ Proactive auditing and supervision

▪ Demonstrable experience in managing a P&L

▪ DBS clearance (mandatory due to site/client requirements)

▪ Full UK driving licence

▪ Experience in planning and progressing work in accordance with processes and procedures, with minimal escalation to senior management

▪ To complete and submit all necessary paperwork accurately and on time ensuring sign off where required of completed tasks.

▪ IT literate, with proficiency in Internet, Word, Excel, and PowerPoint

▪ Experience delivering a high level of customer service to multiple clients or residents

Benefits

▪ Staff development, upskilling and cross-training

Training + Development

Interview process

Visa Sponsorship

Security clearance