Service Delivery and Compliance Manager

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Full Time/Permanent
Soft Services
Facilities Management (main)
£30,000 to £39,999
£35,963 to £42,488 per annum incl. of London Allowance
London West
31-01-2020 12:41 PM
Friday 21 February 2020

Directorate of Commercial Services 

Service Delivery and Compliance Manager                                              Vacancy Ref: 13385                                                                       

Salary (Grade H2): £35,963 to £42,488 per annum incl. of London Allowance

Full-time, permanent (including some weekend working) 

With over 4500 students living within University managed student accommodation, the Service Delivery team provides property and facilities management services across a diverse residential estate on the Brunel University London [BUL] campus. We now have an exciting opportunity for a Service Delivery and Compliance Manager who will lead the Residences’ operational activities to support the enhancement of the customer experience for our student residents and conference guests, ensuring an excellent and equitable experience for all customers.

Reporting to the Deputy Head of Residences, this is a key post and you will play a prominent role in ensuring the University complies with all legislation, regulation, Codes of Practice and Health & Safety compliance that applies to the operation of a residential estate in a Higher Education environment. You will have excellent knowledge and understanding of the regulatory framework and systems in this area, and have experience of managing student facing service delivery.

The Service Delivery and Compliance Manager will lead, manage and develop a range of high-quality services for students. You will plan and monitor the efficient and effective use of resources, oversee professional practice and continually review and evaluate service delivery and business processes.  You will work collaboratively with colleagues across Residences to deliver process and policy improvements and develop new initiatives. You will demonstrate a strong commitment to continual service improvement.

The Service Delivery & Compliance Manager will be responsible for the leadership and supervision of a team of Housekeeping Supervisors, Housekeeping Assistants and Operatives. You will also be responsible for the delivery of routine and frequent audits and inspections. Other responsibilities of the role include operational planning support for seasonal projects, team development and project management.

You will have excellent people skills with the ability to motivate a team and develop excellent collaborative working relationships within BUL and externally. A proven ability to plan strategically as well as focus on operational detail is key, as are strong operational management skills. Excellent verbal and written communication skills are also essential as regular report preparation and delivery will be required.

The role will support the delivery of a high-quality service within a 24/7 customer focussed environment so some weekend working will be required. Annual Leave is restricted at certain times of the year due to the operational calendar and you may be required to work over Bank Holidays and/or University Closure days. The successful candidate will be required to meet the requirements of DBS (Disclosure and Barring Clearance).

Please include a supporting statement with your application, detailing how your experiences and skills match the job description and person specification.

For an informal discussion regarding the position contact Gwyn Jones, Head of Residences, in the first instance at


Closing date for applications:  Friday 21 February 2020

*This position does not meet the University criteria for Tier 2 sponsorship. 


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