Service Delivery Manager in London - NG Bailey

Service Delivery Manager

Location: London (On-site)

CONTRACT: Permanent

SALARY + Flexible Benefits

Summary

We have an exciting opportunity for a Service Delivery Manager to join our Facilities Management team, based at a prestigious legal services site in the heart of London. Reporting to the Contract Manager, you will take full ownership of service delivery across a high-profile, fast-paced environment – one that demands the very highest standards of professionalism, quality, and customer focus. This is a pivotal leadership role where you will be responsible for driving operational excellence, leading a skilled team of supervisors, engineers, and contract support staff, and ensuring every aspect of the contract is delivered to the letter – and beyond.

If you’re a driven and experienced facilities management professional who thrives in complex, client-facing environments and knows how to get the best out of their team, we’d love to hear from you.

Some of the key deliverables in this role will include:

• Lead and develop a high-performing team of supervisors, engineers, and contract support staff, maintaining the manning levels and standards required to meet all contractual obligations.
• Take full accountability for delivering outstanding customer satisfaction while achieving budgeted revenue and margin targets – balancing cost-effectiveness with an uncompromising commitment to quality.
• Own the mobilisation process from inception through to completion, ensuring seamless transitions and minimal disruption to the client environment.
• Drive financial performance including gross profit delivery, WIP management, and timely debt collection, ensuring targets are consistently met.
• Champion Health & Safety compliance across all activities, ensuring statutory requirements and company SHEQ policies are upheld at all times.
• Utilise CAFM systems and technology to maximise productivity, reporting accuracy, and overall operational efficiency.
• Conduct regular audits of both PPM and reactive works to maintain the highest quality standards, and oversee specialist subcontractor performance to ensure value for money and contract compliance.

What we’re looking for:

You’re a confident, commercially aware leader who knows how to inspire a team and keep a complex contract running smoothly. Operating within a prestigious professional services environment, you will be visible, solutions-focused, and passionate about service excellence. You will have the gravitas to build strong client relationships and the technical knowledge to back it up. An inspiring leader with proven experience in:

• Delivering FM services within complex, high-profile or professional services environments
• Managing and developing multi-disciplinary teams including engineers, supervisors, and subcontractors
• Financial management including P&L accountability, WIP, and debt management
• Leading contract mobilisations and driving continuous improvement
• Working with CAFM systems and using data to drive performance and reporting
• A relevant technical, engineering, or FM qualification is desirable

Benefits:

We're always evolving our benefits to ensure we're attracting and retaining great people.  Some of what you can expect includes: 

• 25 Days Holiday + Bank Holidays with an option to Buy/Sell additional days
• Pension with a leading provider and up to 8% employer contribution
• Personal Wellbeing and Volunteer Days
• Private Medical Insurance
• Life Assurance
• Salary sacrifice car scheme (Hybrid/Electric Vehicle)
• Free 24/7 365 Employee Assistance Program to support mental health and well-being (including counselling sessions and legal advice)

Flexible benefits to choose from inc: Dental Insurance, Gym Membership, Give As You Earn, Travel Insurance, Tax Free Bikes.

Next Steps: 

As a business, we’re on a journey to build on our culture where everyone is included, treated fairly and with respect. This starts with recruitment and how we bring people into the organisation.  

We’ll do our best to outline the recruitment process to you ahead of time with plenty of notice. If you require any accommodations to participate in the application or interview process, please let us know and we will work with you to ensure your needs are met. 

About Us: 

We are one of the leading independent engineering and services businesses in the UK. Founded in 1921, with a turnover of £500m and 3000 employees, we are proud of our history of developing great people through our investment in training. 

Working across a variety of sectors within the building and infrastructure industry, our innovative, responsible and forward-thinking approach allows us to work on fantastic ground-breaking projects, providing solutions using the latest tools and technologies. 

Progression is something we value, and we will make sure that when you join us you have a clearly defined development path, supported by regular reviews, training and ongoing support to enable you to be the best you can be.

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