Service Delivery Manager

OUTCO; City of Edinburgh; On-site; GBP 27,000; Full time

Job summary

A UK leader in outdoor estate management is seeking a motivated Service Delivery Manager to oversee contract delivery in Edinburgh. You will manage delivery teams, ensuring compliance with client specifications while maintaining high quality and safety standards. Responsibilities include enhancing client relationships and identifying revenue opportunities. Ideal candidates will possess strong communication and multitasking skills, and experience in workforce planning. A competitive salary of £27,000 and benefits such as annual leave and career development are offered.

Benefits

Competitive salary

33 days annual leave

Mobile working

Vehicle for business use

Career development opportunities

Salary Sacrifice Pension Scheme

Company Employee Assistance Programme

24/7 GP access

Death in Service benefit

Qualifications

• Proficient in managing delivery teams effectively.
• Experience in relationship management and client satisfaction.
• Knowledge of health and safety procedures.

Responsibilities

• Manage delivery of OUTCO contracts ensuring compliance.
• Build relationships with clients and suppliers.
• Support health and safety procedures and risk assessments.
• Oversee service delivery and quality standards.

Skills

Excellent written and verbal communication skills

Proficiency in Microsoft Office

Workforce planning and resource management

Problem-solving

Ability to multitask and meet deadlines

Decision-making skills

Job description

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SERVICE DELIVERY MANAGER (SDM)

ABOUT OUTCO

OUTCO is one of the UK's market leaders in outdoor estate management, dedicated to protecting, maintaining, and enhancing outdoor estate infrastructure. We deliver a full range of specialist winter, grounds, and asset maintenance services to commercial properties nationwide. As the first provider of a complete end‑to‑end estate compliance solution powered by smart technology, we combine expertise and innovation to keep our clients' estates safe, compliant, and looking their best all year round.

THE ROLE

We are looking for a motivated, detail‑oriented and methodical Servicer Delivery Manager to join our Grounds Maintenance Department on a permanent basis in the Edinburgh region. In this pivotal operational role, you will lead and manage delivery teams to ensure services are delivered safely, efficiently, and professionally. You will play a crucial role in maintaining high service quality, addressing client needs and ad‑hoc requests, whilst driving performance excellence.

As the first point of contact for escalations and service requests, you will forge strong relationships with clients and internal teams while actively contributing to the Company's success. Your focus is to ensure client satisfaction, rectifying any reliability issues, tracking service metrics, adhering to budgets, and supporting delivery teams with service completion in a safe and professional manner, in accordance with client specifications and OUTCO policies and procedures.

This is an exciting opportunity for a motivated individual who thrives in a fast‑paced, customer‑focused environment.

The successful candidate's responsibilities will include:

• Manage and oversee the effective delivery of OUTCO contracts, ensuring compliance with client specifications and company policies.
• Build and maintain strong relationships with existing clients and suppliers to meet business requirements/objectives.
• Participate in securing and maintaining the long‑term future of contracts.
• Proactively identify opportunities for additional revenue and support the tendering and pricing process.
• Ensure all health and safety procedures are adhered to and implemented at the point of delivery, conducting risk assessments, monitoring the implementation of control measures, and actively participating in the maintenance, improvement and promotion of the overall Company health and safety culture.
• Report all accidents, near misses, and any health, safety and environmental concerns raised.
• Maintain quality standards via the Company Quality System, including compliance with BS EN 9001 and environmental standards (BS EN ISO 14001:1996).
• Lead and manage tradesmen and subcontractors, ensuring timely, high‑quality service delivery.
• Support the client retention programme through excellent service and proactive engagement for the Grounds Maintenance Division.
• Provide insightful data to improve processes and activities.
• Oversee work planning and resource allocation to ensure smooth operations.
• Ensure that all company systems are used effectively and appropriately to ensure compliancy with GDPR regulations at all times.

ABOUT YOU

To be successful in the role, you are to possess the below knowledge and skills.

• Excellent written and verbal communication skills.
• Proficiency in all Microsoft Office applications.
• Proven background in workforce planning and resource management.
• A willingness to take responsibility for the successful delivery of a project.
• Proven ability to multitask and accomplish tight deadlines.
• Ability to solve client issues and concerns creatively.
• Consistently punctual, organised, and dependable, with a positive and creative attitude when solving problems.
• Professional, fair, honest and respectful manager to lead teams by example.
• Ability to work well independently and under pressure in a fast paced, changing environment, with excellent decision‑making skills, showing flexibility to travel and conduct out of hours duties as and when required.

COMPANY BENEFITS

This is an exciting opportunity to join OUTCO, in return for the right candidate we offer:

• Competitive salary at £27,000.
• 33 days annual leave (pro rata based on joining date), including bank and public holidays.
• Mobile working.
• Work vehicle provided for business use only.
• Volunteering days.
• Career development and training opportunities.
• Salary Sacrifice Company Pension Scheme.
• Salary Sacrifice Car Scheme.
• Company Employee Assistance Programme.
• GP24 - access to 24/7 GP appointments and advice.
• Death in Service benefit.
• OUTCO Inspire via Reward Gateway for discounted shopping.