Service Delivery Manager

Role: Service Delivery Manager - Specialist Cleaning Services

Salary: £40k plus benefits including 30 days' holiday, pension, health and wellbeing programme, medical plan, life insurance, referral programme, sick pay and store discounts

Job Status: Permanent/Full-Time

Hours of Work: Monday to Friday (eight hour shifts), with the flexibility to work different shifts as required to include nights/weekends

Location: Manchester, Lancashire

Vacancy Reference: VR/05292

Role Description:

Our client, a national leader in specialist cleaning and hygiene services across various sectors, is looking to appoint a Service Delivery Manager to join their Team in Manchester. As Service Delivery Manager, you will be joining their growing Team, identifying new potential subcontractors and agreeing financial and commercial terms and areas of coverage. The ideal Service Delivery Manager will have proven experience in a supply chain role within FM, with previous industry training and qualifications. You will be an excellent communicator, and will be flexible to meet the needs of the business. This is an exciting opportunity to join a Team at a period of exciting growth, and one who is a market leader in deep cleaning and decontamination services in the UK.

Responsibilities:

• Assess geographical and service stream areas where additional subcontractor resource is required

• Identify new potential subcontractors

• Agree financial and commercial terms and areas of coverage

• Assess level and onboard subcontractors to enable the needs of business to be achieved

• Work in partnership with the National Planner and take full ownership of requesting agency resources, ensuring you have suitably trained and certificated agency resources to fulfil jobs

• Liaise with subcontractors and suppliers to ensure that assigned jobs have the correct equipment including hiring for planned and emergency works

• Negotiate and agree favourable commercial terms for current and new subcontractors

• Hold regular reviews with clearly defined measurements for subcontractors

• Agency onboarding agreeing favourable commercial terms

• Hold regular reviews with clearly defined measurement for agencies

• Review and track weekly agency hours and approve hours worked with the agencies and raise POs as required

• Monitor the performance of the agencies and escalate any issues to the Operations Director as appropriate

• Work in partnership with Finance team in relation to agency invoicing requirements

• Manage, investigate and close out complaints in relation to subcontractors and agencies

• Ensure that the health and safety requirements are implemented and adhered to by all subcontractors and agency and supply chains

• Manage the codes of conduct for subcontractors and agencies and ensure that all subcontractors and agencies are signed up to the latest versions

• Utilise Job Watch (CRM system) to monitor compliance, performance and service delivery of subcontractors and agencies

• Ensure that the company H&S Management System is implemented within the Operations department

Requirements:

• Excellent written and verbal communication in English

• A Levels or equivalent (preferred)

• Previous training/qualifications in Facilities Management (two years)

• Minimum of three years’ experience in supply chain roles in sectors such as FM

• Demonstrate good IT skills (Microsoft Office and ideally CAFM or similar facilities maintenance packages) including use of databases and a willingness to develop these skills further

• Previous experience in a facility management role dealing with subcontractors would be desirable

• Previous experience in following a logical and structured process for problem solving

• Ability to identify and digest information to be able to make speedy, informed and decisive decisions

• Ability to establish and maintain good client and supplier relationships, both internally and externally

• Understands and is agreeable to work different hours/shifts to include nights/weekends

• Highly customer focused and always looking to deliver a high quality of service for clients

• Flexible and able to react quickly to the needs of the customer and the company

• Ability to deliver quality results under pressure and prioritise work

• Competence in Microsoft Office products especially Outlook, Word and Excel

• Excellent time management skills and ability to prioritise a demanding workload

• Ability to hold employee and client information in the strictest confidence

• Experience in the use of the Big Change Job Watch platform would be desirable