Service Delivery Manager

Sellick Partnership; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

25 days annual leave

Company pension

Training & development

Career progression

Job summary

Sellick Partnership is seeking an experienced Service Delivery Manager to lead customer service, scheduling and operational support across social housing and commercial contracts. The role requires hands-on leadership to ensure repairs, maintenance and services are delivered to agreed standards.

You will manage performance, handle escalations and drive continuous improvement using robust reporting tools such as Excel and Power BI.

Qualifications

• Experience managing customer service, scheduling, helpdesk or operational teams.
• Strong people management and leadership skills.
• Knowledge of social housing repairs, maintenance or facilities management operations.
• Experience handling customer complaints and service escalations.
• Strong commercial awareness and understanding of operational performance metrics.
• Advanced Excel and reporting skills.

Responsibilities

• Oversee a team of office-based customer service, scheduling and operational support professionals.
• Ensure resident and client enquiries are managed effectively and work is delivered to service standards and contracts.
• Work with operational managers, engineers and stakeholders.
• Handle complaints resolution and escalation management.
• Manage workflows, performance monitoring and KPI/SLA tracking.
• Oversee quotations, WIP and commercial administration processes.

Skills

Team leadership

Customer service

Scheduling

Operations management

Stakeholder management

Advanced Excel

Tools

Power BI

Microsoft Excel

Job description

Service Delivery Manager

Permanent

Location: North West, London based

Salary: Competitive Negotiable

Sellick Partnership is supporting a growing organisation providing maintenance, compliance and facilities services to social housing providers, public sector organisations and commercial clients. They are seeking an experienced Service Delivery Manager to lead the customer service and operational support teams.

We are looking for a facilities management, property maintenance or a similar service-led environment to undertake this hands-on leadership role responsible for ensuring the smooth delivery of repairs, maintenance, servicing and project activities across both social housing and commercial contracts.

Duties of the Service Delivery Manager includes:

• Overseeing a team of office-based customer service, scheduling and operational support professionals
• Ensuring that resident and client enquiries are managed effectively and that work is delivered in line with service standards and contractual requirements.
• Working closely with operational managers, engineers and key stakeholders
• Dealing with complaints resolution
• Managing workflows, resolving escalated issues, monitoring performance and implementing
• Monitoring service delivery performance against KPIs and SLAs
• Managing quotations, work in progress and commercial administration processes

The Housing Service Delivery Manager will have:

• Experience managing customer service, scheduling, helpdesk or operational teams
• Strong people management and leadership skills
• Knowledge of social housing repairs, maintenance or facilities management operations
• Experience handling customer complaints and service escalations
• Strong commercial awareness and understanding of operational performance metrics
• Advanced Excel and reporting skills

Desirable Experience would include:

• Social housing or housing association maintenance contracts
• Reactive maintenance and planned preventative maintenance programmes
• Contract performance reporting and KPI management
• Power BI or advanced data reporting tools

Benefits for the role include:

• 25 days annual leave plus bank holidays
• Company pension scheme
• Ongoing training and professional development
• Career progression opportunities within a growing organisation

Sellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances. Please note, our advertisements use years' experience, hourly rates, and salary levels purely as a guide and we assess applications based on the experience and skills evidenced on the CV. For information on how your personal details may be used by Sellick Partnership, please review our data processing notice on our website.