Service Delivery Manager

at  Arcus FM

Overview:
We are currently recruiting for a Service Delivery Manager to take over management of a new key account, operational field teams and helpdesk to ensure excellent customer service in delivering against the contract SLA’s and commercial arrangements.
About the Job:

The Service Delivery Manager will assist the Account Director in the execution of a cohesive operations strategy that supports the business plan. They’ll also be accountable for key measures within contract – SLA’s and KPI’s and suggest improvements as necessary. Other responsibilities will include;

• Be accountable for ensuring the contract is delivers to budget and margin targets
• Ensure continuous development and performance improvement over the life of the contract.
• Contribute to the decisions made by senior management team to ensure the future success of the strategic vision of operations within the organisation.
• Be accountable for the delivery of all services within scope across the portfolio
• Undertake regular meetings with Client and review the services being provided to ensure value for money and service excellence are being delivered.
• Develop and build long-term relationships with client management and key stakeholders, delivering value and great service on the areas that matter to them.
• Responsible for driving a culture of continuous improvement through the facilities function by identifying and implementing improvements to current practices.
• Be accountable for the management, coaching and development of team.
• Manage and control expenditure within agreed budgets.
• Provide leadership to all colleagues to ensure that all strategic objectives are met, and quality standards continue to improve.
• Responsible for ensuring the key statutory compliance measures are delivered.

To be successful you will have::

The successful candidate will have previous experience in a similar, high profile role, and a proven track record managing operations or facilities maintenance for multi-site commercial building environment. They should also have experience in managing client relationships, engaging with stakeholders at senior levels, and of leading and managing an operational and field-based team. Other requirements include;

• Extensive knowledge of Hard and Soft Services and contractor management.
• Track record of delivering continuous process improvement, developing performance improvement tools and processes.
• Experience in strategic planning and execution, formulating policy, and developing and implementing new strategies and procedures.
• Experience of managing and motivating staff through periods of change and business growth.
• Recognised and relevant qualification in FM, Customer Service or Management at level 5 or above – also ideally be a member of a professional institution or trade association directly relevant to the range of services to be managed i.e. Institute of Workplace and Facilities Management (IWFM ), Royal Institute of Chartered Surveyors (RICS), or an engineering-based institute.
• Relevant Health & Safety qualification.
• Understanding of KPIs and performance management.
• Knowledge in areas of financial planning and control, and strategic decision making
• Understanding organisational requirements and systems in the areas of quality management, health and safety, legal compliance, environmental policies and general duty of care.

The Service Delivery Manager will assist the Account Director in the execution of a cohesive operations strategy that supports the business plan. They’ll also be accountable for key measures within contract – SLA’s and KPI’s and suggest improvements as necessary. Other responsibilities will include;

• Be accountable for ensuring the contract is delivers to budget and margin targets
• Ensure continuous development and performance improvement over the life of the contract.
• Contribute to the decisions made by senior management team to ensure the future success of the strategic vision of operations within the organisation.
• Be accountable for the delivery of all services within scope across the portfolio
• Undertake regular meetings with Client and review the services being provided to ensure value for money and service excellence are being delivered.
• Develop and build long-term relationships with client management and key stakeholders, delivering value and great service on the areas that matter to them.
• Responsible for driving a culture of continuous improvement through the facilities function by identifying and implementing improvements to current practices.
• Be accountable for the management, coaching and development of team.
• Manage and control expenditure within agreed budgets.
• Provide leadership to all colleagues to ensure that all strategic objectives are met, and quality standards continue to improve.
• Responsible for ensuring the key statutory compliance measures are delivered

The successful candidate will have previous experience in a similar, high profile role, and a proven track record managing operations or facilities maintenance for multi-site commercial building environment. They should also have experience in managing client relationships, engaging with stakeholders at senior levels, and of leading and managing an operational and field-based team. Other requirements include;

• Extensive knowledge of Hard and Soft Services and contractor management.
• Track record of delivering continuous process improvement, developing performance improvement tools and processes.
• Experience in strategic planning and execution, formulating policy, and developing and implementing new strategies and procedures.
• Experience of managing and motivating staff through periods of change and business growth.
• Recognised and relevant qualification in FM, Customer Service or Management at level 5 or above – also ideally be a member of a professional institution or trade association directly relevant to the range of services to be managed i.e. Institute of Workplace and Facilities Management (IWFM ), Royal Institute of Chartered Surveyors (RICS), or an engineering-based institute.
• Relevant Health & Safety qualification.
• Understanding of KPIs and performance management.
• Knowledge in areas of financial planning and control, and strategic decision making
• Understanding organisational requirements and systems in the areas of quality management, health and safety, legal compliance, environmental policies and general duty of care