Service Delivery / Helpdesk Manager (Facilities Management)

EA Associates; Brentwood; On-site; GBP 40,000 - 45,000; Full time

Job summary

A leading facilities and building services company in Brentwood is seeking an experienced Service Delivery Manager. You will lead and manage the Helpdesk and Compliance teams, ensuring smooth operations and high client satisfaction. Ideal candidates will have strong facilities management backgrounds and proficiency with CAFM systems. The role offers a salary of £40,000 - £45,000, holiday benefits, and a supportive work culture.

Benefits

25 days holiday + bank holidays

Company pension scheme

Career development and training opportunities

Modern office with on-site parking

Supportive, people-focused working culture

Qualifications

• Experience in service delivery, operations, or helpdesk management is essential.
• Natural ability to coordinate teams, systems, and clients required.
• Proven experience managing or developing helpdesk or planning teams.

Responsibilities

• Oversee daily performance of Helpdesk and Compliance teams.
• Ensure completion of service delivery within SLAs.
• Produce regular management and performance reports.

Skills

Experience within Facilities Management

Strong industry understanding – M&E maintenance/FM compliance

Proficient with CAFM systems

Excellent communication skills

Strong organizational skills

Problem-solving skills

Tools

Microsoft Office (especially Excel)

CAFM systems

Job description

Service Delivery / Helpdesk Manager · Brentwood, Essex · £40,000 - £45,000 + Benefits

We are recruiting on behalf of a leading facilities and building services company who are seeking an experienced Service Delivery Manager to join their team in Brentwood. This is an excellent opportunity for a proactive and organised professional to take ownership of service performance, client satisfaction, and operational excellence within a fast‑paced and growing environment.

The Role

As the Service Delivery Manager, you will oversee the daily performance of the Helpdesk and Compliance teams, ensuring that service operations run smoothly and clients receive an efficient, compliant, and high‑quality experience. You will work closely with Account Managers, the Engineering Manager, and senior leadership to ensure communication and coordination between teams are seamless and will lead from the front – driving improvement in processes, compliance, and customer experience.

Key Responsibilities

• Lead, mentor, and manage the Facilities Helpdesk and Compliance Coordinators.
• Oversee service delivery for reactive, remedial, and planned maintenance works to ensure completion within SLAs.
• Ensure consistent communication between engineers, planners, and clients.
• Manage compliance tracking, reporting, and statutory documentation.
• Maintain client portals and ensure all data is accurate and up to date.
• Produce regular management and performance reports.
• Act as the lead for CAFM systems – setup, reporting, and training.
• Support company accreditations including ISO 9001, 14001, and 45001.
• Drive service improvements and identify opportunities for operational efficiencies.

About You

We’re looking for a confident and organised leader who thrives in a dynamic, service‑led environment. You will have a strong background in facilities management and a natural ability to coordinate teams, systems, and clients.

Essential

• Experience within Facilities Management, ideally in service delivery, operations, or helpdesk management.
• Strong industry understanding – M&E maintenance / FM compliance.
• Proven experience managing or developing helpdesk or planning teams.
• Proficient with CAFM systems and Microsoft Office (especially Excel).
• Excellent communication, organisation, and problem‑solving skills.
• Ability to work under pressure and manage multiple priorities.

Desirable

• Experience managing ISO accreditations or audits.
• Knowledge of SFG20 standards, statutory compliance, or FM best practice.
• Experience producing client reports and managing KPIs.

What’s on Offer

• Salary: £40,000 - £45,000 (depending on experience)
• 25 days holiday + bank holidays
• Company pension scheme
• Career development and training opportunities
• Modern office with on‑site parking
• Supportive, people‑focused working culture