Service Delivery Manager

AEJ Management; Birmingham; Hybrid; GBP 36,000 - 38,000; Full time

Job summary

A national facilities management provider is seeking a Service Delivery Manager to oversee operations across multiple sites in the South of the UK. The role includes ensuring excellent service delivery in security, cleaning, and landscaping services. The ideal candidate will have significant experience in operational management within facilities management, strong client engagement skills, and relevant qualifications. This position offers a defined career path within a growing business and a competitive salary structure.

Benefits

Company car for business and personal use

25 days holiday plus bank holidays

Salary sacrifice pension scheme

Qualifications

• Minimum 2 years' experience in an operational management or supervisory role within soft facilities management.
• Proven experience overseeing SIA‑licensed security contracts.
• Operational understanding of cleaning, landscaping, waste management, and other soft FM services.

Responsibilities

• Oversee the day‑to‑day delivery of multi‑disciplined contracts.
• Build and maintain strong working relationships with clients.
• Lead, support, and develop site‑based teams.

Skills

Operational management experience

Client service skills

Communication skills

Health & Safety knowledge

Education

IOSH Managing Safely

SIA Licence (Front Line)

Full UK Driving Licence

Tools

Microsoft Office

CAFM systems

Job description

About AEJ Management Ltd

AEJ Management Ltd is a national provider of soft facilities management services, delivering integrated solutions across cleaning, landscaping, estate maintenance, waste management, and SIA-licensed security services. Due to continued growth, we are seeking an experienced and motivated Service Delivery Manager to oversee day-to-day operations across a regional portfolio of sites in the South of the UK.

About the Role

This is a key operational role specialising in supporting our security portfolio, while also overseeing the delivery of cleaning, landscaping, and other soft FM services. You'll be responsible for ensuring consistent and compliant service delivery across a portfolio of multiple sites, acting as a trusted point of contact for clients and supporting site-based teams. Reporting to the Operations Manager, and working alongside a second Service Delivery Manager, you will play a critical role in maintaining standards, driving improvement, and ensuring our contracts operate efficiently and effectively.

This is also a hands‑on position, you will be expected to step in and provide practical cover for cleaning and security shifts during periods of absence, sickness, or vacancy. This means being ready to roll your sleeves up and lead by example - especially when service continuity is at risk.

Location: Field-Based (covering central parts of the UK - 30+ sites)
Salary: £36,000 increasing to £38,000 after successful completion of six‑month probation
Benefits: Company car (business and personal use), 25 days holiday plus bank holidays, salary sacrifice pension scheme

Key Responsibilities

Operational Delivery & Client Management

• Oversee the day‑to‑day delivery of multi‑disciplined contracts, ensuring all services are delivered to specification and exceed client expectations.
• Build and maintain strong working relationships with clients, acting as the key point of contact across your sites.
• Support the delivery of the company business plan at regional level by ensuring contract performance aligns with strategic objectives.
• Identify and support new business opportunities within your area to drive organic growth.
• Work closely with the Grounds Maintenance Manager to ensure specifications are delivered consistently across all sites.
• Ensure service delivery meets agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), with a focus on continuous improvement.

People Management

• Lead, support, and develop your site‑based teams, ensuring they are motivated, competent, and aligned to company values.
• Carry out all aspects of people management including recruitment, induction, absence, holidays, timesheets, training, investigations, disciplinary hearings, performance management, and appraisals.
• Maintain accurate scheduling and timesheet records for all staff across your region, including your own weekly activity schedule.
• Promote a positive culture of performance, accountability, and development.

Contract Mobilisation & Compliance

• Manage the mobilisation of new contracts and demobilisation of outgoing contracts, including compliance with TUPE legislation.
• Ensure that all statutory, contractual, and internal inspections and reports are completed accurately and on time.
• Take ownership of health and safety across all sites, ensuring compliance with legislation, site‑specific procedures, and company policies.
• Investigate complaints, incidents, and accidents in line with internal procedures, ensuring appropriate follow‑up actions are taken.
• Maintain and update all site documentation and files in line with legal and policy requirements.
• Ensure robust security and emergency systems are in place and followed at each site.

Client & Stakeholder Engagement

• Liaise with external bodies and recognised industry authorities to support quality service delivery.
• Manage relationships with suppliers, sub‑contractors, and partners, ensuring services meet agreed standards and client expectations.

Miscellaneous

• Comply with the company's Data Protection and IT Security policies, and ensure your teams do the same.
• Promptly report and manage any potential data breaches or non‑compliance issues in line with policy.
• Perform any other duties reasonably required to meet the needs of the business.

Qualifications (Essential)

• IOSH Managing Safely (or willingness to complete during probation)
• SIA Licence (Front Line), ideally DS/SG and CCTV
• Full UK Driving Licence
• First Aid at Work Certificate (or willingness to obtain)

Qualifications (Desirable)

• NVQ Level 3 or above in FM, Cleaning, Security, or relevant discipline
• Mental Health First Aid qualification
• Supervisory or management qualification (ILM Level 2/3)
• Basic project management certification (e.g. PRINCE2 Foundation)

Skills & Experience

• Minimum 2 years' experience in an operational management or supervisory role within soft facilities management
• Proven experience overseeing SIA‑licensed security contracts, with a strong working knowledge of the Private Security Industry Act 2001, SIA licensing requirements, and regulatory compliance
• Confident in managing security rotas, deployment plans, licence renewals, and site log compliance
• Operational understanding of cleaning, landscaping, waste management, and other soft FM services
• Demonstrable experience supporting TUPE processes, including colleague consultation and mobilisation/demobilisation of contracts
• Sound knowledge of Health & Safety legislation, risk assessments, and statutory compliance in FM environments
• Excellent client service, communication, and stakeholder relationship management skills
• Hands‑on, proactive approach – willing and able to step in to provide site cover when needed (cleaning or security)
• Strong organisational and time management skills, with ability to manage multiple sites and priorities
• IT literate, confident using Microsoft Office and operational/CAFM systems
• Full UK driving licence and flexibility to travel regularly across a dispersed regional portfolio

Why Join AEJ?

This is a fantastic opportunity to join a dynamic and growing FM business, where you'll have real impact and autonomy. We take pride in our service delivery, client relationships, and team culture, and we're looking for someone who shares those values and isn't afraid to get stuck in when needed.

If you want to be part of a forward‑thinking team and lead by example across a diverse portfolio, we'd love to hear from you.

THE CLOSING DATE FOR THIS VACANCY WILL BE TUESDAY 27TH JANUARY