Head of Service Delivery
Birmingham
£40,000 - £50,000

The Company:

Working for one of the world's leading Mechanical and Electrical / Facilities Management maintenance companies. Based in the UK they have a turnover of over £3.5 billion and employ a workforce in excess of 80,000 worldwide. With a presence in the FTSE 250. The company can offer excellent levels of job security, real and attainable career development and the chance to work on large blue chip clients buildings.

The Role

The Head of Service Delivery will take responsibility and accountability for the day to day running of the Service Delivery function and monitoring and maintaining service levels of performance. The role is a key strategic role not only delivering current day service but working closing with internal and external clients to increase the scope and scale of the operation.

The National Maintenance Network (NMN) is a business unit designed to develop and deploy a technical mobile solution. This team is delivering services internally, and is designed to deliver all mobile technical services for the current four business units. In the medium term the NMN will also look to contract directly with external customers.

Within the NMN the Service Delivery team will, using the latest scheduling software, manage the delivery of jobs allocated to the NMN for delivery. The Head of Service Delivery will be responsible for the functional management of the Service Delivery Teams who will, using engineering resources and external suppliers as appropriate, ensure that all of our customers' requests are responded to within their agreed SLA. Working with the Head of Operations the role will also support bids and mobilisations as well as being the primary escalation point for issues and concerns raised internally or externally.

The team is not directly responsible for the management of the engineers; however they are responsible for the management of the engineer's workload, time and productivity. The team are also responsible for adherence to service level agreements and are required to ensure appropriate process, procedure and monitoring tools are in place to ensure we excel.

This role will be based at our client's head office in Birmingham but will require travel UK wide.

Head of Service Delivery Responsibilities

• To ensure the Service Delivery function meets stringent delivery targets and is recognised as delivering best practice by our customers and internal organisation, flexing to meet changes as further contracts or services are brought into the overall solution.
• Be accountable for internal and external service delivery, both through 360 Scheduling and MAXIMO KPI monitoring to ensure that all field service activity is appropriately scheduled, and managed to completion within contracted SLA/KPIs.
• Be responsible for the day to day management of the Service Delivery Managers, ensuring that they are fully supported and enabled to deliver required targets.
• Develop and maintain strong relationships with performance and contract management teams of contracts supported by the NMN, by regular calls, meetings and other activity to ensure continued positive engagement with the customer base.
• Ensure all key processes have contingency plans in the event of any incident affecting the delivery of service, such that engineers and colleagues can continue to deliver to the customer.
• Regularly and in conjunction with operational staff review subcontractor performance to make sure that they are supporting the NMN to the required standards.
• Drive continuous improvement to ensure we maintain the highest level of performance and standards
• Review general performance and be a leader in terms of exploring new ways of working, driving efficiency in both direct and indirect teams and providing quality insight to allow the SMT to make the appropriate data based decisions.
• Understand the contract requirements and to communicate/provide guidance and direction to direct reports, field engineers and subcontractors, to ensure contract compliance specifically in relationship to KPI's and understanding of the FM services.
• Ensure suitable succession plans are in place for direct team, enhancing individuals to ensure we maximise our employees to their potential and provide and encourage a platform of learning, progression within role and within the company.
• Be a leader within the Senior Management Team and encourage collaborative working across the team wherever the opportunity presents.
• Take ownership for own performance, receiving feedback positively, taking action where required, apply opportunities to develop and improve skills, and lead by example in best practice of the company's standards, values and behaviours.
• Be prepared to work on relevant contracts, projects and initiatives at short notice to support the needs of the business.

What we are looking for

• Previous experience of the overall management of a Service Delivery Team, or similar.
• FM experience is preferred but not essential.
• Strong technical knowledge of Scheduling software and/or practices.
• Comfortable operating in a fast paced changing environment.
• Excellent communication skills and stakeholder management.
• Proven record managing, developing and leading teams.
• Proven track record in delivering services within agreed contract SLAs/KPIs in an efficient and cost effective manner.
• Able to plan strategically within an outsourced service environment.
• Please note this position is dependent upon the successful candidate passing security clearance.

Head of Service Delivery Package:

• Salary: £40,000 - £50,000
• Company Car / Allowance
• Healthcare Cover
• Bonus
• 25 days annual leave + bank holidays
• Contribution Pension
• Exclusive discounts for Company Employees

If you are interested in this Head of Service Delivery role please apply with your CV or call Jamie Goodwin or Paul Howes for more information on 01745 772218