Service Delivery Manager

Sanctuary Scotland Housing Association Limited; Greater London; On-site; GBP 47,000 - 50,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme with employer contrib.

Life Assurance

Employee Advice Service

Cycle to Work scheme

Voluntary health plans

Employee discounts

Wellbeing support and tools

Employee recognition scheme

Staff Networks for inclusion

Job summary

Sanctuary Housing Association seeks a Service Delivery Manager in London to lead a team of operatives and subcontractors, delivering high-quality property services and safe, compliant environments. The role focuses on caretaking, grounds maintenance and efficient resource planning.

You will drive service excellence, manage workloads, monitor performance, conduct quality inspections, and maintain strong customer relationships to ensure outstanding outcomes.

Qualifications

• Demonstrated leadership of teams in service delivery or facilities management.
• Solid understanding of health and safety legislation and compliance requirements.
• Ability to prioritise workloads, meet deadlines and manage competing demands.

Responsibilities

• Lead a team of caretakers, grounds maintenance operatives and subcontractors to deliver high-quality services across properties.
• Ensure cleaning and grounds maintenance activities are completed safely and to a high standard.
• Carry out regular quality inspections and audits to ensure value for money and service excellence.

Skills

Leadership

Health & safety

Prioritising workloads

IT skills

Driving licence

Education

ILM membership

NVQ Level 3

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Title: Service Delivery Manager

London, London, GB, E3 3EY

Service Delivery Manager

Based at Bow Cross, London – E3, covering East London

£47,319 - £49,809 per year

40 hours per week – Monday to Friday – 8:00am to 16:30pm

Are you an experienced leader with a passion for delivering high-quality property services and creating safe, well-maintained environments for customers? If so, we'd love to hear from you.

We're looking for a Service Delivery Manager to lead our London-based team of 15 to 20 directly employed operatives, alongside specialist subcontractors. This is a varied and rewarding role where you'll play a key part in ensuring our estates, communal areas, grounds and properties are maintained to the highest standards while keeping customer satisfaction, safety and compliance at the foreground of everything we do.

You'll be responsible for leading caretaking and grounds maintenance services, managing resources effectively, planning workloads, monitoring performance, carrying out quality inspections and ensuring compliance with building safety and health and safety regulations. Most importantly, you'll help ensure our customers receive a consistently excellent service.

This is an excellent opportunity for someone who thrives in a fast-paced environment, enjoys leading teams to success and takes pride in delivering outstanding operational performance.

The role of Service Delivery Managerwill include:

• Leading and supporting a team of caretakers, grounds maintenance operatives and subcontractors to deliver excellent services across our properties
• Ensuring cleaning and grounds maintenance activities are completed safely, efficiently and to a high standard
• Carrying out regular quality inspections and audits to ensure value for money and service excellence
• Managing resources and workloads effectively to meet service demands and business priorities
• Promoting a strong health and safety culture, ensuring compliance with all relevant legislation and policies
• Resolving service issues and customer complaints professionally, delivering positive outcomes wherever possible
• Building strong relationships with customers, colleagues and external partners to support excellent service delivery

Skills and experiences:

• To ensure full compliance with health and safety legislation, candidates applying for this role must be qualified to ILM membership (The Institute of Leadership) and NVQ Level 3 in a core trade subject or currently undertaking the qualification. As part of the interview process, candidates will be required to bring with them the original certification verifying proof of their qualifications. Copies and CSCS cards will not be accepted
• Recent experience in a similar service delivery, operational management or facilities management role
• Strong leadership skills with experience motivating and managing teams
• A good understanding of health and safety legislation and compliance requirements
• The ability to prioritise workloads, meet deadlines and manage competing demands effectively
• Good IT skills, including Microsoft Word, Excel and Outlook
• Basic user of Microsoft Office packages, specifically Microsoft Excel, Word and Outlook (or similar)
• This role will involve driving on company business. To drive a company vehicle, drivers must hold a full valid UK driving licence

About us

We provide in-house repairs and maintenance for a wide range of properties, as part of a not-for-profit organisation. We foster a diverse and inclusive culture. Our customers are at the heart of all we do, and colleagues help make a real difference to people’s lives.

Our Benefits

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays

• A pension scheme with employer contributions from Sanctuary
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Employee discounts
• Wellbeing support and tools
• Employee recognition scheme
• Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• £47,319 per annum (rising to £49,809 per annum after 12 months, subject to satisfactory performance)

View the job profile (if the link is unavailable please visit the Sanctuary careers website)

Closing Date:20 October 2026

We work closely with the Home Office in order to prevent unlawful working.

A basic Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.

Sanctuary Maintenance Contractors Limited is a subsidiary of Sanctuary Housing Association, an exempt charity.

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