Job Title:
Service Delivery Manager
Location:
Brentwood, Essex
Salary:
£40,000
£45,000 per annum (depending on experience)
Reporting to:
Operations Director
About the Role
We are a people-first, service-led facilities management business delivering mechanical, electrical, and building fabric maintenance to clients across the UK. Combining national capability with the responsiveness and personal touch of a boutique provider, were proud of our reputation for reliability, innovation, and care.
As the business continues to grow, were looking for a skilled and motivated
Service Delivery Manager
to lead our Helpdesk and Compliance Coordination teams. This is a pivotal role responsible for maintaining high standards of performance, compliance, and client satisfaction across all service lines.
Role Overview
The Service Delivery Manager (SDM) will oversee the day-to-day performance of the Helpdesk and Compliance functions, ensuring that clients receive a responsive, transparent, and technically robust service.
Working closely with Account Managers and the Engineering Manager, youll coordinate communication between site teams, planners, and clients to ensure operational excellence. Youll act as the key link between the delivery teams and senior management
driving efficiency, accuracy, and continuous improvement across all service operations.
The role combines people leadership, systems management, and compliance oversight, and is ideal for someone who thrives in a fast-paced environment, enjoys leading from the front, and has an eye for both process and detail.
Key Responsibilities
Line manage Facilities Helpdesk Coordinators and FM Compliance Coordinators, providing guidance, structure, and performance management.
Build resilience within the team through cross-training, development plans, and effective holiday cover.
Oversee daily service delivery
ensuring reactive works, remedials, and PPMs are completed on time and within SLA.
Maintain clear communication between client accounts, engineers, and helpdesk staff.
Take a lead role in compliance reporting, statutory tracking, and quality spot checks.
Manage and maintain client portals, ensuring accuracy and accessibility.
Produce management and performance reports for senior leadership, identifying trends and improvement opportunities.
Act as the internal lead for the CAFM system
including setup, reporting, and training.
Lead onboarding and induction of new team members, ensuring consistent understanding of processes and standards.
Support management and renewal of company accreditations (e.g. ISO 9001, ISO 14001, ISO 45001, SafeContractor, etc.).
Identify and implement improvements to efficiency, customer experience, and operational delivery.
Skills & Experience Required
Essential:
Proven experience in Facilities Management, ideally in a service delivery, operations, or helpdesk leadership role.
Strong understanding of M&E maintenance processes, compliance, and FM service delivery.
Demonstrable experience managing or developing a helpdesk or planning team.
Excellent organisational and communication skills with the ability to prioritise and delegate effectively.
Proficient with CAFM systems, Excel, and Microsoft Office applications.
Analytical and detail-oriented, with strong reporting and data interpretation skills.
Calm under pressure and able to manage multiple workstreams simultaneously.
Desirable:
Experience managing ISO or other accreditations within an FM or engineering environment.
Experience in client reporting, audits, or KPI management.
Knowledge of SFG20, statutory compliance frameworks, and FM best practice standards.
What We Offer
Competitive salary (£40,000
£45,000 depending on experience).
25 days annual leave plus bank holidays.
Pension scheme.
Training and career development opportunities.
Modern offices with on-site parking.
Supportive and collaborative working culture.
Opportunity to make a tangible impact in a growing, people-led FM business.
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