We are seeking a Service Delivery Manager to take full responsibility for the daily operation and management of ISS employees on the client's site, ensuring that all operations and processes align with customer needs and ISS standards.
Responsibilities
- Act as the Senior Point of Contact (SPOC), driving service excellence and ensuring the delivery of high‑quality facilities management services.
- Oversee full site operations, ensuring delivery against KPIs, SLAs, and service performance standards.
- Ensure compliance with all operational, service, and HSEQ requirements, including safe systems of work.
- Lead and manage engineering and cleaning teams, including staffing structures and resource allocation.
- Drive adherence to OPF and service excellence standards.
- Take ownership of cost control, including labour and resource utilisation.
- Manage budgets and support P&L performance.
- Act as the Senior Point of Contact for client and internal stakeholders.
- Maintain structured account management practices, including CRM usage and account planning.
Qualifications & Experience
- Strong facilities management background, ideally with Hard FM or technical expertise (engineering, maintenance, compliance).
- Experience managing multi‑service teams (~35 staff) within a small account.
- IOSH or NEBOSH qualification.
- Proven ability to lead, motivate, and develop teams.
- Experience with HSEQ processes, including RAMS, SOPs, and COSHH assessments.
- Knowledge of ISO audits and compliance standards.
- Experience in budgeting, financial management, and performance reporting.
- Strong stakeholder management and supplier management experience.
- Proficiency in Microsoft Office and administrative systems; Disability Confident.
EEO Statement
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (including colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
ISS is proud to be a diverse and inclusive employer and a Gold Employer Recognition Scheme (ERS) award holder. We are also a signatory of the Armed Forces Covenant, supporting veterans, reservists and military families through the Joint Forces Programme.
