Service Delivery Manager

Veolia; Letchworth; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Annual leave 25 days

Pension scheme

Discounts on groceries and retailers

Health resources

Volunteer day annually

Training & development

Job summary

Veolia in North Hertfordshire is seeking a Service Delivery Manager to lead a large operational workforce and deliver/exceed service expectations while upholding Veolia's standards.

You will organise resources, manage performance, and ensure training and safety checks are in place, with a focus on first-time collection and positive customer relationships.

The role offers a supportive environment, ongoing development, and opportunities to contribute to ecological transformation across communities.

Qualifications

• Team leadership and management experience of large operative work forces.
• Experience in mentoring and developing people.
• Stakeholder management with clients, contractors and residents.

Responsibilities

• Lead our people & assets to deliver/exceed service expectations across a large Operational workforce including Operatives, Drivers, Team Leaders and Equipment.
• Ensure operations are run in line with Veolia Minimum Requirements and supporting improvement plans.
• Organise resources (people, vehicles, equipment) to best effect prioritising the well-being of our people and service to our customers and communities.
• Ensuring training and competency checks are in place for all roles.
• Monitor operational performance, follow up on complaints, problem-solve for operational challenges.
• Delivery of a first-time collection culture and all contractual performance KPI's.
• Developing an excellent day-to-day relationship with client officers and residents, built on trust and service delivery.
• Investigate safety incidents, under performance and disciplinary incidents.

Skills

Team Leadership

Mentoring

Stakeholder management

Job description

Service Delivery Manager

Grade: 5.1

Hours: 40 hours per week

Pay: £39,758 Annually

Location: North Hertfordshire

When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It's why we're looking for someone who's just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life.

We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.

What we can offer you:

• 25 days of annual leave
• Access to our company pension scheme
• Discounts on everything from groceries to well known retailers
• Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to
• One paid days leave every year to volunteer and support your community
• Ongoing training and development opportunities, allowing you to reach your full potential

What you'll be doing;

• Lead our people & assets to deliver/exceed service expectations across a large Operational workforce including Operatives, Drivers, Team Leaders and Equipment.
• Ensure operations are run in line with Veolia Minimum Requirements and supporting improvement plans.
• Organise resources (people, vehicles, equipment) to best effect prioritising the well-being of our people and service to our customers and communities.
• Ensuring training and competency checks are in place for all roles.
• Monitor operational performance, follow up on complaints, problem-solve for operational challenges.
• Delivery of a first-time collection culture and all contractual performance KPI's.
• Developing an excellent day-to-day relationship with client officers and residents, built on trust and service delivery.
• Investigate safety incidents, under performance and disciplinary incidents.

What we're looking for;

Essential:

• Team Leadership and Management experience of large operative work forces.
• Full UK Driving Licence Required
• Experience in developing/mentoring people.
• Multi-faceted Stakeholder relationship management, including Clients, Contractors and members.

Desirable:

• IOSH Managing Safely qualifications
• Management experience within one of the following industries: Waste, Transport, Highways, Cleaning or Facilities management.

We're proud to have been named as one of The Sunday Times Best Places to Work for three consecutive years in 2023, 2024 and 2025. This consistent recognition reflects our commitment to our people, demonstrating that Veolia is not just transforming the environment, we're also transforming what it means to have a rewarding, purposeful career.

We're dedicated to supporting you throughout your application journey, offering adjustments where reasonable and appropriate. As a proud Disability Confident Employer, we will offer an interview to applicants with a disability or long-term condition who opt-in to the Disability Confident scheme, and meet the minimum criteria for our roles.

We're also committed to ensuring that all applicants and colleagues receive fair treatment without discrimination on any grounds, aiming to create a diverse and inclusive workplace where everyone can thrive.