Service delivery manager

Job Description

Service Delivery Manager

Contract: Professional Services, Production & Technology

Location: Bolton, BL5 1ED

Hours of work: 40

Contract Type: Permanent

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.

Acting as the Senior Point of Contact (SPOC), you will drive service excellence and ensure the delivery of high-quality facilities management services.

Job Description

We are looking for an experienced professional with a strong Facilities Management (FM) background, ideally with a Hard FM or technical bias, who can lead multi-service teams within a small account environment.

You will leverage a deep understanding of the customer’s business to create value, while supporting customer retention and growth.

Key Responsibilities

• 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

Professional and Personal Competencies/Qualifications

• Strong FM background, ideally with Hard FM / 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

The Company

ISS is a global leader in workplace and facilities management, helping organisations create environments where people and businesses can thrive. We partner with clients across sectors - from healthcare to finance - to deliver smart, sustainable solutions that improve everyday experiences.

We’re proud to be an inclusive employer, committed to diversity, wellbeing, and supporting the Armed Forces community.

As a Disability Confident employer, we’re committed to making our recruitment process accessible. If you require any adjustments, please contact our Resourcing Team - we’ll be happy to support you.

Join ISS and be part of something bigger.