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Job Reference: /PG/06-06/875/35/PR

Job Title: Service Delivery Manager - London & South East

Location: London & South East

Salary: Competitive

Contract: Permanent

Hours per week: 38

Shift times: Monday to Friday - 08:00 - 16:30

Business Overview

OCS Group UK & Ireland, part of the OCS Group, is 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 £1.5bn 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 - London & South East to join our passionate and driven team based at our client’s site in London & South East.

• Responsible for the day-to-day management and supervision of the mobile engineering team to ensure the operational performance of contracts within the designated region.
• Ensuring an efficient and high standard of delivery of services within contractual KPIs through your regional mobile engineering team. Managing coordination with the helpdesk and fully close out of tasks with clear and comprehensive job sheets and compliance paperwork.
• Develop mobile engineers and drive performance while acting as the first point of escalation for Account/Contract Managers and Helpdesk.
• You will be a highly motivated, self-starter who can work autonomously and deliver against tight deadlines. Have the ability to work through a technical problem to resolution. Be able to supervise and manage a team in delivering world-class service to clients. Have a good commercial understanding of both contracts and overall business requirements. Display a ‘can do attitude’ ethos to ensure that all tasks within your team’s capabilities can be achieved while on site and are completed in a timely manner.

Benefits

• Paid Holiday.
• Employee Referral Scheme.
• Learning and development opportunities.
• Supportive working culture and future progression opportunities.
• Mobile, legal, bicycle, breakdown, and retail discounts.
• Eye test and glasses reimbursement.
• Cycle 2 work scheme.

Key Responsibilities:

• To co-ordinate and manage the operations of the regional mobile engineering team ensuring full utilisation of all resources including call-out rotas, holidays and sickness.
• Ensure your regional engineering team carries out all planned maintenance to all building plants, equipment and systems to meet and exceed expectations and agreed service level agreements.
• Ensure that comprehensive maintenance records are kept utilising our CAFM system MRI Evolution, engineer app BlueHook and any other tool or system as may be in use from time to time
• Ensure that adequate ‘stock’ of common spares is maintained as required to carry out routine tasks within the contracts.
• Ensure additional spares are ordered in line with the company processes ensuring records are kept with associated Work Orders (WO’s).
• Ensure timely closure of all WOs (Planned and Reactive) ensuring all necessary details, records, receipts, certification, costs and hours are booked against the relevant tasks.
• Ensure your region is resourced with appropriately skilled engineers across multiple disciplines to drive self-delivery of WO’s.
• Account management and client relationship management of a select number of contracts within your region.
• Ensure all statutory requirements are met and that there are no exposures to health & safety issues.
• Provide a safe and healthy working environment, ensuring compliance with all Company policies and procedures, as well as client site policies, procedures and working arrangements as required.
• Act as a mentor for Engineers in their Personal Development Plans.
• Ensure that all qualifications required for the performance of the roles within the team are kept up to date at all times.
• Manage personnel files ensuring copies of any certificates of qualification are held within the personnel files.
• Complete any training deemed appropriate by the company including any online courses as well as those requiring physical attendance. These may include but not be limited to H&S, first aid, safe systems of work etc.

Qualifications & experience:

• Applicants must have the right to work in the UK.
• Technically qualified.
• Strong understanding of Technical Services Infrastructure.
• Experience in the field.
• Sound understanding of H&S, Environment, and QA procedures, and experience in supervising and developing operational teams.
• Good level of IT skills – MS Office and associated technical software.
• Experience in using CAFM systems.
• Experience in supervising an engineering team to achieve the improvement in standards from Great to Brilliant.
• Excellent verbal and written communication skills.
• Ability to develop solutions to new problems as they arise, including effective planning and ‘win-win’ solutions. Owning and maintaining issues, demonstrating management skills and capabilities.
• Ability to influence and hold a position in a debate, commanding credibility and managing expectations by attending contract client meetings representing their region.
• An excellent team player and leader with the ability to “set the tone” for the team and drive all persons in a positive and proactive manner.

Personal Attributes:

• High attention to detail.
• Methodical and procedure approach to problem-solving.
• Patient approach to work and communication style.
• Collaborate with stakeholders from different teams and organisations.
• Understands client’s business and drivers.
• Excellent communication skills at all levels.
• Adaptable and flexible to change.

Hours and Environment:
This position will be regionally mobile; however, the role holder may be required to travel to other offices and client sites as required.
Hybrid/Flexible working options are available when not at client sites.
Core working hours for this position. However, flexibility will be expected regarding hours of work, to suit the needs of the business and team.

How to apply

If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply!

Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500! (T&Cs apply)

https://app.smartsheet.com/b/form/f3343c912a8643b69cfdc89dc2bbba8f

Diversity & Inclusion

We are an equal-opportunity employer and are proud of the diversity represented across our business. In 2021 we won the IWFM award for our diversity and inclusion initiative, CHROMA and we are proud to have also achieved the Disability Confident Level 2 Standard as well as being signatories of the Race at Work Charter and Mental Health at Work Commitment.