Service Delivery Manager
Service Delivery Manager
Liverpool Street Area
Salary + Flexible Benefits
PURPOSE OF ROLE:
To lead a team of Contract / Site Supervisors & Service Engineers to achieve service delivery objectives across a new build static contract by Liverpool Street – with responsibility for Health and Safety, Customer Service, P&L, Mobilisation, Quality Assurance, Statutory Compliance and adherence to NG Bailey Systems and Procedures.
KEY ACCOUNTABILITIES:
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Accountability of service delivery of the contractual deliverables to the required terms of the contract.
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Management of the service delivery team, including supervisory, engineering and contract support staff.
- Managing the mobilisation process from start to finish
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Delivery of contract financial plan, including gross profit, WIP and debt collection.
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Take responsibility for carrying out regular audits to ensure that quality of works, both PPM & Reactive, are implemented to the highest standards.
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CAFM system management utilising contract support and business unit resources.
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To maximise productivity and utilisation of supervisory & engineering resource ensuring smart-phone and desktop technology is utilised by all supervisors and engineers at all times to maximise efficiencies and reporting metrics.
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Undertake regular audits of specialist subcontractor services to ensure contract compliance and quality of service& value for money.
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Ensure that service delivery is statutory compliant with NGB SHEQ Policies at all times and that engineering staff & sub-contractors work in a safe manner.
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Monitor first fix times for all working supervisors & engineers to determine training/development and performance management needs.
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To be the focal point for team recruitment, induction and retention.
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Conduct monthly team meetings to ensure that all team members are engaged with NG Bailey Facilities Services activities, best practise, announcements etc.
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Management of team absence ensuring appropriate and suitable manning levels are consistent with the contractual obligations.
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Support with succession planning and team development.
ADDITIONAL RESPONSIBILITIES:
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Liaise closely with Operation Management, carrying out service delivery performance analysis to ensure service delivery meets client expectations.
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Work closely with other Service Delivery Managers and Customer Managers to grow and develop the existing contract base including demised customer lead opportunities
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Build an excellent team working relationship with Contract Support Team.
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Play an active part in the development of service delivery seeking new ways of working, exercising best practise and focus on continuous improvement.
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Ensure that all documentation is completed within contractual terms and where applicable agreed with the Operational Management per the Delegated Authorities Matrix.
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Adhere to all company policies and procedures such as but not limited to the following; Health & Safety, Delegated Authorities Matrix (DAM), Quality Assurance System, Human Resources policies, processes & procedures.
A flexible approach is required to support the entire Broadgate Estates account, supporting multiple buildings/contracts and covering for absence. Engagement with company and client culture, initiatives and innovations.
ESSENTIAL:
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Experience of delivering exceptional customer service by self and through others
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Experience in the management of team of supervisors, engineers and contract support providing planned, preventative maintenance & reactive service to the client
- Experience with contract mobilisation and cost control.
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Experience of SFG20 derived service deliverables.
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IOSH Managing Safely (or other equivalent safety qualification)
Next Steps:
As a business, we’re on a journey to build on our culture where everyone is included, treated fairly and with respect. This starts with recruitment and how we bring people into the organisation.
We’ll do our best to outline the recruitment process to you ahead of time with plenty of notice. If you require any accommodations to participate in the application or interview process, please let us know and we will work with you to ensure your needs are met.
About Us:
We are one of the leading independent engineering and services businesses in the UK. Founded in 1921, with a turnover of £500m and 3000 employees, we are proud of our history of developing great people through our investment in training.
Working across a variety of sectors within the building and infrastructure industry, our innovative, responsible and forward-thinking approach allows us to work on fantastic ground-breaking projects, providing solutions using the latest tools and technologies.
Progression is something we value, and we will make sure that when you join us you have a clearly defined development path, supported by regular reviews, training and ongoing support to enable you to be the best you can be.
#LI-DNI
Other details
- Job Function Direct
- Pay Type Salary
- Liverpool St, London EC2M, UK