Service Delivery Manager

Sanctuary Group; Welwyn Garden City; Hybrid; GBP 44,000 - 46,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme with employer matches

Life Assurance

Employee Advice Service

Cycle to Work scheme

Wellbeing support

Staff Networks for inclusion

Salary rise after 12 months

Job summary

Sanctuary Group is seeking a Maintenance Service Delivery Manager in Welwyn Garden City to lead the delivery of responsive repairs and voids across a diverse property portfolio, with 40 hours per week.

You will manage a team of 12-16 operatives, ensure safety, quality and compliance, and balance day-to-day site work with cross-site collaboration. The role offers autonomy, a company van, and strong development opportunities.

Qualifications

• Must hold ILM membership and NVQ Level 3 qualification; bring original certificates to interview.
• Proven experience of managing a successful team
• Recent experience in building maintenance or facilities management
• Working knowledge of the application of Health and Safety legislation
• Proven experience of meeting deadlines and prioritising workloads
• Basic Microsoft Office skills: Excel, Word, Outlook
• Full UK driving licence and willingness to drive company vehicle

Responsibilities

• Manage end-to-end delivery of void properties from scoping to hand back.
• Ensure void works meet timescales, quality and compliance.
• Deliver in-house responsive repairs and drive service performance.
• Lead and develop a team of 12-16 operatives.
• Oversee health, safety and statutory compliance across sites.
• Inspect completed works to ensure quality and value.
• Collaborate with internal teams to resolve issues and improve performance.

Skills

Proven experience of managing a team

Experience in building maintenance or

Education

NVQ Level 3 in a core trade subject

ILM membership

Tools

Microsoft Excel

Microsoft Word

Microsoft Outlook

Job description

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Title: Maintenance Service Delivery Manager

Location: Welwyn Garden City, Hertfordshire, GB, AL7 1TS

Department: Property Services

Operation: Sanctuary Property Services

Closing Date: 19/11/2026

Requisition: 230353

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.

Maintenance Service Delivery Manager

£43,921 - £46,232 per year

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

Are you an experienced leader with a passion for delivering high-quality repairs and maintenance services?

We're looking for a Maintenance Service Delivery Manager to join our team in Welwyn Garden City, leading the delivery of both Responsive Repairs and Voids services across a diverse portfolio of properties. This is a varied and rewarding role, offering the opportunity to make a real difference for our customers while leading and developing a team of 12-16 operatives.

Working across multiple sites, you'll play a key role in ensuring repairs are completed safely, efficiently and to a high standard. You'll spend approximately 50% of your time supporting Day-to-Day Responsive Repairs and 50% overseeing Voids, ensuring homes are ready for new customers as quickly as possible.

This role offers plenty of autonomy, combining independent site-based working with regular collaboration alongside colleagues and stakeholders across the business. You'll be provided with a company van and have access to excellent development opportunities within Sanctuary.

The role of Maintenance Service Delivery Manager will include:

• Managing the end-to-end delivery of void properties, from initial scoping through to completion and hand back, ensuring homes are ready for customers as quickly as possible
• Ensuring void works are completed to agreed timescales, quality standards and compliance requirements
• Managing the delivery of in-house responsive repairs, driving service performance and customer satisfaction
• Leading, motivating and developing a team of 12-16 operatives to deliver high-quality, cost-effective repairs and maintenance services
• Overseeing health, safety and statutory compliance, promoting a positive safety culture and ensuring adherence to all relevant legislation and company policies
• Inspecting completed works to ensure quality standards are met and value for money is achieved
• Working with internal teams to resolve issues, complaints and improve service performance
• Working collaboratively with colleagues to prioritise workloads and ensure repairs and void works are completed efficiently
• Building effective relationships with internal and external stakeholders, keeping the customer at the heart of service delivery
• Working independently across multiple locations in a lone-working capacity, whilst maintaining regular engagement through team and business meetings

Skills and experiences:

• To ensure full compliance with Building Safety legislation, candidates applying for this role must hold ILM membership (The Institute of Leadership) and be qualified to NVQ Level 3 in a core trade subject or currently undertaking these qualifications. 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 managing a successful team
• Recent experience of undertaking a similar role, preferably within a building maintenance or facilities management environment
• Working knowledge of the application of Health and Safety legislation
• Proven experience of working to deadlines and prioritising workloads
• Basic user of Microsoft Office packages, specifically Microsoft Excel, Word and Outlook (or similar)
• 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)

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

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.