Job Description:

Service Delivery Manager

Location: Bolton, BL5 1ED
Hours of work: 40
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a Service Delivery Manager to take full responsibility for the daily operation and management of employees on a client site, ensuring that all operations and processes align with customer needs and required standards.

Job Overview

This role will act as the Senior Point of Contact (SPOC) for both the client and internal stakeholders, driving service excellence and ensuring the consistent delivery of high-quality facilities management services. The successful candidate will be accountable for maintaining operational performance while building strong, collaborative relationships across all service lines.

The position requires an experienced professional with a strong Facilities Management background, ideally with a Hard FM or technical bias. You will lead multi-service teams within a small account environment, applying a deep understanding of the client’s business to create value, while supporting customer retention and growth.

Key Responsibilities

• Oversee full site operations, ensuring delivery against KPIs, SLAs, and service performance standards
• Ensure compliance with all operational, service, and HSEQ requirements, including safe systems of work
• Lead and manage engineering and cleaning teams, including staffing structures and resource allocation
• Drive adherence to operational frameworks and service excellence standards
• Take ownership of cost control, including labour and resource utilisation
• Manage budgets and support profit and loss performance
• Act as the Senior Point of Contact for client and internal stakeholders
• Maintain structured account management practices, including CRM usage and account planning

Person Specification

• Strong Facilities Management background, ideally with Hard FM or technical expertise (engineering, maintenance, compliance)
• Experience managing multi-service teams of approximately 35 staff within a small account
• IOSH or NEBOSH qualification
• Proven ability to lead, motivate, and develop teams
• Experience with HSEQ processes, including RAMS, SOPs, and COSHH assessments
• Knowledge of ISO audits and compliance standards
• Experience in budgeting, financial management, and performance reporting
• Strong stakeholder and supplier management experience, with proficiency in Microsoft Office and administrative systems