Service Delivery Manager - Grounds Maintenance

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Service Delivery Manager (SDM)

OUTCO Ltd is a leading provider of outdoor facility services, specialising in grounds maintenance, winter maintenance, and ad-hoc work for clients across the UK. With a commitment to safety, efficiency, and sustainability, OUTCO delivers tailored solutions that enhance and protect outdoor spaces. The company partners with businesses across various sectors, ensuring their properties remain safe, compliant, and visually appealing all year round. Driven by innovation and customer satisfaction, OUTCO combines expert knowledge with innovative technology to meet client needs and exceed expectations.

OUTCO is recruiting for a Service Delivery Manager (SDM) within the OUTCO Grounds Maintenance Division in the Midlands region. In this pivotal operational role, you will lead and manage delivery teams to ensure services are delivered safely, efficiently, and professionally. You will play a crucial role in maintaining high service quality, addressing client needs and ad-hoc requests, whilst driving performance excellence.

As the first point of contact for escalations and service requests, you will forge strong relationships with clients and internal teams while actively contributing to the Company's success. Your focus is to ensure client satisfaction, rectifying any reliability issues, tracking service metrics, adhering to budgets, and supporting delivery teams with service completion in a safe and professional manner, in accordance with client specifications and OUTCO policies and procedures.

This is an exciting opportunity for a motivated individual who thrives in a fast-paced, customer-focused environment.

Key Responsibilities

• Manage and oversee the effective delivery of OUTCO contracts, ensuring compliance with client specifications and company policies.
• Build and maintain strong relationships with existing clients and suppliers to meet business requirements/objectives.
• Participate in securing and maintaining the long-term future of contracts.
• Proactively identify opportunities for additional revenue and support the tendering and pricing process.
• Ensure all health and safety procedures are adhered to and implemented at the point of delivery, conducting risk assessments, monitoring the implementation of control measures, and actively participating in the maintenance, improvement and promotion of the overall Company health and safety culture.
• Report all accidents, near misses, and any health, safety and environmental concerns raised.
• Maintain quality standards via the Company Quality System, including compliance with BS EN 9001 and environmental standards (BS EN ISO 14001:1996).
• Lead and manage tradesmen and subcontractors, ensuring timely, high-quality service delivery.
• Support the client retention programme through excellent service and proactive engagement for the Grounds Maintenance Division.
• Provide insightful data to improve processes and activities.
• Oversee work planning and resource allocation to ensure smooth operations.
• Ensure that all company systems are used effectively and appropriately to ensure compliancy with GDPR regulations at all times.

Person Specification

• Excellent written and verbal communication skills.
• Proficiency in all Microsoft Office applications.
• Proven background in workforce planning and resource management.
• A willingness to take responsibility for the successful delivery of a project.
• Proven ability to multitask and accomplish tight deadlines.
• Ability to solve client issues and concerns creatively.
• Consistently punctual, organised, and dependable, with a positive and creative attitude when solving problems.
• Professional, fair, honest and respectful manager to lead teams by example.
• Ability to work well independently and under pressure in a fast paced, changing environment, with excellent decision-making skills, showing flexibility to travel and conduct out of hours duties as and when required.

Benefits

• 25 days annual leave plus bank holidays.
• Competitive salary.
• Death in Service benefit.
• Reward Gateway.
• GP24
• Health Assured