Service Delivery Manager

Sanctuary Group; Rochford; On-site; GBP 44,000 - 46,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme

Life Assurance

Employee Advice Service

Cycle to Work scheme

Wellbeing support

Job summary

Sanctuary Group seeks a Service Delivery Manager to lead a team of 15–20 multi-trade operatives across the South East Essex region. You will oversee repairs, inspections of vacant properties, and coordinate high-quality maintenance aligned with customer and financial targets.

The role requires ILM membership, NVQ Level 3 in a core trade, and a full UK driving licence. Strong leadership, data analysis, and communication skills are essential for success in this position.

Qualifications

• ILM membership and NVQ Level 3 in a core trade subject.
• Must hold a full UK driving licence.
• Proven ability to meet deadlines and prioritise workloads.
• Strong data extraction/analysis and problem-solving skills.

Responsibilities

• Manage field engineers and technicians to ensure on-site resources meet statutory and safety requirements.
• Deliver field-based works for Property Services, including audits and documentation for self-delivery and subcontractors.
• Monitor performance, review risk assessments, and implement site-specific schemes for maintenance and compliance.
• Provide technical support to field engineers and improve efficiency while maintaining compliance.
• Review weekly engineer paperwork and certifications to mitigate risk and ensure quality and compliance.
• Respond to complaints and breakdowns to meet customer expectations and contract specifications.
• Recommend improvements to Health and Safety and Property Services processes to mitigate risks.

Skills

ILM membership

NVQ Level 3

Driving licence

Time management

Data analysis

Education

NVQ Level 3 in a core trade subject

Job description

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Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Service Delivery Manager

£43,921 - £46,232 per year

40 hours per week

We have an opportunity for a Service Delivery Manager to join our South East team, to lead a team of 15 to 20 multi trade operatives, who are carrying out day to day repairs and maintenance within the Essex region. In this role, you will be inspecting properties when they become vacant and identifying repair and refurbishment requirements, managing a team of operatives, and coordinating the delivery of a high quality and cost effective service that responds to customer, organisational and financial needs.

The role of Service Delivery Manager will include:

• Ensure the effective management of the field engineers and technicians, to ensure that the correct level of suitably trained and experienced resources are available / on-site to meet the requirements of the associated statutory legislation such as Building Safety and compliance requirements at all times
• Manage the delivery of all our field-based works on behalf of Property Services to support performance delivery, audit and compliance of legislation, to include regular monthly audits, checking of all aspects of documentation and physical remedial works for both self-delivery and subcontract works
• Support, monitor and review constantly, both self and sub-contractor delivery and performance, and as required review Risk Assessments and produce site specific written scheme to ensure a robust maintenance regime is loaded onto the business systems
• Provide technical support to the field engineers and assist in improving business efficiency without compromising compliance
• Support the review of weekly engineers paperwork exceptions escalated by audits, and associated statutory certification for content, quality and compliance to mitigate any risk and maximise opportunity
• Respond positively to complaints and breakdowns in service delivery to meet customer expectations in accordance with contract and service specifications
• Make recommendations to both the Health and Safety and Property Services teams on improvements to systems and mitigate any H&S or Business critical risks

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
• Proven experience of working to deadlines and prioritising workloads
• Proven experience analysing and diagnosing complex problems and implementing effective solutions
• Working knowledge of the application of Health and Safety legislation
• Recent experience of undertaking a similar role, preferably within a building maintenance or facilities management environment
• Ability to extract and interrogate data from computer systems
• Excellent interpersonal and customer care skills
• This role will involve driving on company business. In order 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.

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
• Wellbeing support and tools
• Staff Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• £43,921 per annum (rising to £46,232 per annum after 12 months, subject to satisfactory performance)

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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