Job Description

Job Reference: /PL/03-05/1157/8

Job Title: Service delivery Manager

Location: Southeast and Midlands

Salary: Competitive

Hours per week: Monday to Friday - 40 hours per week

Business Overview

Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of GBP1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

Job Overview

We are currently recruiting for a Service delivery Manager to join our passionate and driven team based at our client`s site in Southeast and Midlands

Key Responsibilities:

- All contract PPM and reactive call delivery are fully compliant with the relevant industry standards.
- Carry out engineer audits on a regular basis.
- Ensure that response, repair and maintenance are met in accordance with SLA`s/KPI`s.
- Day to Day Management of technicians / engineers
- Review and schedule work on a day-to-day basis
- Control the allocation of all service works to include continual performance review, meeting operational targets and development of the team.
- Mentor and develop the members of your team and carry out staff appraisals.
- Monitor performance.
- Recruitment of staff
- Arrange and attend regular client meeting to discuss service delivery.
- Liaise and collaborate with other departments including Finance, Co-ordination, Purchasing, HR, Estimating, etc
- Carry out disciplinary hearings or investigations as required.
- Review outstanding works daily and prioritizing where required to increase revenue.
- Providing support to the Operations Manager as requested
- Personal diary management
- Review Field Engineering Vehicle Stock Levels and amend where necessary.
- Ensure operational and revenue targets are met on a monthly basis.
- Develop organic growth and opportunities with existing contracted clients
- Ensure that all OCS areas of responsibility are in compliance with statutory legal requirements in relation to fire, health & safety, environmental.
- Create reports for clients and senior management
- To deliver the highest possible customer service to our clients through compliance, SLA, KPI and best practice delivering PPM and reactive repairs on behalf of the OCS Fire Solutions.
- To build and maintain Customer relations directly with clients
- Direct Line Management of field operatives / engineers.
- To promote and grow the service delivery function of Fire & Security within the Southeast
- To provide the best customer care and service to both internal and external clients
- Build a relationship with contracted clients in order to create organic growth and opportunities.
- Provide quality over quantity.
- Create maintain and champion a Health & Safety environment.
- Recruit, mentor and support field engineers.
- Collaborate with other departments and colleagues


About You:

- Applicants must have the right to work in the UK


The knowledge, skills, qualifications, and experience relevant to the position are: Essential

- Relevant experience within a service delivery / customer care environment
- Experience in working with senior management
- Experience in supply chain management;
- Health, Safety and Environment management
- Articulate with strong customer service skills
- Resourceful and organised, with the ability to multi-task and work well under pressure
- Comfortable working in a fast paced environment
- Excellent communication skills


The core support team competency framework for the position are:

- Teamwork - actively contributes to the team and strives to improve teams` effectiveness through personal commitment.
- Planning, Organising & Executing - able to understand the priorities, plan and organise the work and manage own time to deliver within the expected timescales.
- Communication - communicates clearly and concisely, impressing others and ensuring understanding of all relevant information in all circumstances.
- Commercial Awareness - understands the importance for managing costs and expense, applying the necessary controls.
- Risk Management - is aware of the impact on risk to the business and applies the necessary controls.
- Adaptability - is responsive and open to changing circumstance.
- Drive for Excellence - aims to deliver a high standard of work.
- Self Motivation and Development- is confident in own ability and is motivat