Service Delivery Manager

Description

Service Delivery Manager - Specialist Cleaning Services

Reports To

Operations Manager / Director

Location

London and South East (office based in Sutton, Surrey)

The Cleaning Service Delivery Manager is responsible for ensuring the consistent delivery of high-quality cleaning services across a portfolio of client sites. The role involves managing operational performance, leading and developing cleaning teams, maintaining strong client relationships, ensuring compliance with health and safety standards, and driving continuous service improvement.

Key Responsibilities

Service Delivery

Oversee the day-to-day delivery of cleaning services across multiple client locations.

Ensure all contractual obligations and service level agreements (SLAs) are achieved.

Conduct regular quality inspections and implement corrective actions where required.

Develop and maintain efficient work schedules and resource allocation.

Monitor service performance using KPIs and operational reporting.

Client Relationship Management

Build and maintain positive relationships with clients.

Conduct regular client review meetings and site visits.

Respond promptly to client concerns, complaints, and service requests.

Identify opportunities to enhance service delivery and generate additional business.

Quality Assurance

Maintain high standards of presentation, cleanliness, and customer satisfaction.

Key Performance Indicators (KPIs)

Client satisfaction scores

SLA achievement

Audit and inspection results

Staff retention and attendance

Complaint resolution times

Contract profitability

Person Specification

Essential Experience

Experience managing cleaning operations across multiple sites.

Strong customer service and client relationship management experience

Essential Skills

Excellent leadership and people management skills.

Strong organisational and planning abilities.

Effective communication and interpersonal skills.

Problem-solving and decision-making capability.

Ability to prioritise workload in a fast-paced environment.

Competent in Microsoft Office and operational reporting systems.

Essential Knowledge

Health and Safety legislation. COSHH regulations. Employment legislation and HR best practices. Quality assurance processes. Commercial contract management. Desirable Qualifications

Full UK Driving Licence. Personal Attributes

Professional and customer-focused. Results-driven with high attention to detail. Proactive and solution-oriented. Resilient under pressure. Strong integrity and accountability. Flexible and adaptable. Able to build trust and motivate teams. Working Conditions

Regular travel between client sites. Use of company vehicle, mobile phone, and laptop where applicable. Success in the Role

A successful Cleaning Service Delivery Manager consistently delivers safe, compliant, and high-quality cleaning services while maintaining excellent client relationships, developing engaged teams, meeting financial targets, and driving continuous operational improvement.

Salary on offer is 30-40k along with Car and Company benefits.

Ad ID: 5418760995