Service Delivery Manager (Responsive Repairs)

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

We are looking for a Service Delivery Manager to join our team and lead our responsive repair work streams across the business.

Reporting to the Lead Head of Service within our repairs and maintenance division, you will be pivotal in leading and managing the delivery of a high-quality, timely responsive repairs service with a 'right-first-time' approach.

Managing a team of direct and indirect reports (including Technical Supervisors, trade operatives, and engineers), you will identify operational efficiencies whist ensuring the responsive repair programs offer value for money solutions and achieve a high level of customer satisfaction.

Experience of managing responsive repair services, demonstrable stakeholder and contract management experience is a must!

Duties:

• Ensure team performance meets and exceeds KPIs.
• Ensure customer-focused services and positive experiences, promoting excellent customer care practices.
• Lead responses to residents' queries, complaints, and feedback professionally.
• Manage and review operational risk registers to meet client expectations.
• Ensure successful service delivery through effective supply chain management.
• Manage contractors for procurement, commissioning, and service demands.
• Improve efficiency and output of repairs and maintenance services.
• Attend site meetings to resolve operational and technical issues.
• Ensure accurate cost information for projects, recover incurred costs, and authorise sub-contractor payments.
• Record work-in-progress, conduct inspections, and compile improvement plans.
• Provide timely reports on project performance, targets, and budgets.
• Stay updated on contract management practices and legislation.
• Represent the company and liaise with stakeholders; stand in for the Head of Service when needed.
• Manage the workforce and delivery of work programmes, ensuring technical direction, quality, and cost control.
• Develop solutions to improve efficiency, reduce costs, and enhance customer experience.
• Promote health, safety, and wellbeing in all work aspects.
• Oversee commercial management and cost control of contracts up to £5m, ensuring adherence to financial policies and procedures.
• Manage financial risks for projects and audit sub-contractor accounts.
• Implement the company's performance management approach, supporting and guiding staff.
• Follow company policies for performance management.
• Promote high-quality, customer-led services that comply with company policies and industry standards and regulations.
• Maintain a commercial focus for efficient service delivery.

Qualifications & Experience:

• Experience of managing within a commercial R&M construction contractor environment to deliver services / projects to quality standards, within time and budget and to customer's satisfaction.
• HNC (or equivalent) in building.
• Degree (or equivalent) in building related subject or housing management.
• Membership of a professionally recognised construction industry body i.e. RICS, CIOB
• Direct experience of managing the operational delivery of a programme of works/ services in excess of £5m per annum, including management of resources, work planning, customer engagement, quality assurance, to time and within budget.
• Experience of working within a highly commercialised environment.
• Experience of contributing to the development of solutions to improve efficiency, reduce costs, improve quality and customer experience.
• Proven track record of supply chain management within a commercial project management environment.
• Experience of representing a company as a contract manager / representative.
• Full clean manual UK driving Licence.

Working Arrangements:

• Working pattern: 36 hours per week, Monday to Friday.
• Location: Dagenham.
• Some travel required throughout the borough in line with requirements of the role.

About Us:

BD Group was created by the London Borough of Barking & Dagenham to create positive economic, environmental and social change. We are facilities services company, providing a range of services for public and private sector clients currently across London and the Southeast, but with aspirations to broaden our geographies over time. Our mission is to help communities live, work and grow to fulfil their potential through the delivery of safe, high-quality services based on our unique understanding of local needs.

Benefits:

In addition to an attractive salary, our benefits package includes:

Heart Hub rewards, perks & benefits platform!

Private Medical Insurance

Group Life Assurance

Competitive Salaries

Pension Scheme

Paid Holidays from 26 days

Family Friendly Policies making work-life balance achievable

Health & wellbeing support including an Employee Assistance Programme (EAP)

Career development and training

Great offices & local amenities including our Lab Café

Free parking @ The Cube

A GREAT TEAM!

To Apply:

If you are keen to be considered for this opportunity to join our dynamic team, please click 'apply' below to submit your CV and outline relevant skills and experience via the application form.

Please note: Applications will be reviewed on a rolling basis so if you are keen to be considered for this role, please apply as soon as possible and do not wait until the closing date.