Service Delivery Manager

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The role of the Service Delivery Manager (SDM) within the OUTCO Grounds Maintenance Division, is to manage team performance, controlling service quality and ensuring it is delivered in a safe, efficient, and professional manner. It is an operational role, leading, monitoring, and supervising delivery teams. It will require first response to 'ad-hoc' and 'customer requests', forging a link to delivery and management personnel.

The Service Delivery Manager's focus is on keeping clients satisfied with the company's services, fixing any reliability issues, tracking service metrics, adhering to budgets, and helping lead the teams responsible for getting services delivered to clients in a safe and professional manner, in accordance with client specifications and OUTCO policies and procedures.

Key Responsibilities

• Contribute fully to the effective running of OUTCO contracts.

• Participate in securing the long-term future of contracts.

• Maintain & develop good relationships with existing clients and suppliers, by managing and meeting the various business requirements.

• Proactively target additional business: reporting opportunities for additional revenues and assisting in the tendering and pricing of works

• Take responsibility for health and safety at the point of delivery, undertaking risk assessments, monitoring the implementation of control measures, and actively participate in the maintenance and improvement of the overall Company Health and Safety culture.

• Report all accidents, near misses, and any health, safety and environmental concerns raised.

• Ensure the maintenance of Quality Standards particularly the application of the Company Quality System. Ensure the Quality System is maintained to BS EN 9001 standard. Ensure the maintenance of Environmental Standards and compliance with the BS EN ISO 14001:1996 standard.

• Team management of tradesmen and sub-contractors across projects and ensure quality and timeliness of their works are adhered, as well as own schedule of work.

• Play an active role in the client retention programme for the Grounds Division.

• Support the review and improvement of processes and activities, through the provision of accurate and insightful data.

• Be the first point of contact for escalations, and problem resolution.

• Work planning and resource allocation.

• Ensure that all company systems are used effectively and appropriately to ensure compliancy with GDPR regulations at all times

• Promote a safety culture and ensure your teams are aware of and operate in accordance with company Health & Safety procedures at all times

Person Specification

• Excellent written and verbal communication skills

• Computer literate with all Microsoft package applications

• Experience of workforce planning and management of resource

• Must always be punctual and set a good example

• Self-starter, reliable, keen to learn, with high energy and enthusiasm

• Demonstrate a positive 'can-do' attitude at all times whilst understanding the impact of decisions on all aspects of the project.

• Should be professional, a fair manager, respectful of others and honest.

• Able to work well in a fast, changing environment with excellent decision-making skills. Flexible with regards to travel, out of hours' duties and perform weekend work if required.

• A willingness to take personal responsibility for the successful delivery of a project.

• Proven ability to multitask and meet tight deadlines.

• Ability to work independently and under pressure in a fast-moving environment,

• Ability to solve client issues and concerns creatively.

Benefits

• 25 days annual leave plus bank holidays
• Competitive salary
• EAP/Reward Gateway
• Death in Service benefit