Service Delivery Manager

veoliauki; Wembley; On-site; GBP 33,000 - 41,000; Full time

Benefits offered by this job

25 days annual leave

Company pension scheme

Discounts on groceries and retailers

Health resources for well-being

One paid day to volunteer

Ongoing training and development

Job summary

Veolia is recruiting an Operational Service Delivery Manager at Wembley, overseeing event and non-event day operations. You will manage time and workload, embed Veolia values, and maintain professional relationships with the public, clients and colleagues.

You will drive operational excellence through inventory control, fleet coordination, data‑driven improvements, and robust HSE practices, while meeting budgets and ensuring safe, high‑quality service across the site.

Qualifications

• Experience leading and developing teams.
• Customer service experience required.
• Operational health and safety experience and regs knowledge.
• Experience in the waste sector/industry preferred.

Responsibilities

• Manage time and workload to meet event and non-event deadlines.
• Embed Veolia values in daily operations.
• Handle customer escalations promptly with resolution.
• Maintain courteous, professional relationships with public, clients and staff.
• Master operational management including inventory control and fleet coordination.
• Establish professional stakeholder relationships across Veolia departments.

Skills

People management

Customer service

Health & safety

Waste sector experience

Communication skills

Project management

Organizational skills

IT skills

Willingness to learn

Tools

IT systems

Job description

Ready to find the right role for you?

Operational Service Delivery Manager

Salary: £37,000 per annum, plus annual performance bonus and Veolia benefits

Grade: 5.1

Hours: Monday to Friday, 40 hours per week, 8:00am to 5:00pm

Overtime Available: Event based overtime on Evenings and Weekends

Location: Wembley Stadium & Marsh Road, Alperton Lane, Wembley, Middlesex, HA0 1ES

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

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 you'll be doing;

• Managing your time and prioritising workload for staff and yourself to meet deadlines to support event and non-event day operations.
• Understand and embed Veolia's values in your daily operations.
• Handle customer escalations promptly and follow through to resolution to ensure customer satisfaction.
• Maintain a courteous and professional relationship with members of the public, client, staff and colleagues.
• Master operational management, including inventory control and fleet coordination.
• Establish professional stakeholder relationships with Veolia Departments through exceptional service delivery.
• Analyse operational systems and present data-driven recommendations for equipment and process improvements.
• Conduct thorough performance analysis, including incident investigation, complaint resolution, and corrective action implementation.
• Apply problem-solving methodologies to address complex operational challenges.
• Drive performance excellence by establishing quality standards and achieving key performance indicators.
• Promote personal ownership with good H&S practices through risk assessments, accurate record-keeping, monitoring checks (vehicles, PPE), timely accident investigations, and implementing security measures for depots, vehicles, equipment and stores.
• Ensuring compliance with HR policies, facilitating team communication and collaboration, managing conflict resolution.
• Meeting and rationalizing budget through maximizing productivity, cost control, managing holiday rotas and overtime, and controlling requests for goods, services and supplies.

What we're looking for;

Essential:

• Experience of people management, developing and training teams.
• Customer service experience.
• Operational health and safety experience - including training, assessments and inductions.
• Good working knowledge of Health and Safety regulations.
• Experience in working in the waste sector/industry.
• Strong communication skills including presentations and written reports.
• Willingness to learn or understanding of waste handling, disposal, and recycling processes.
• Excellent project management and organizational skills.
• Strong attention to detail and record-keeping abilities.
• IT Skills, Experience in a similar environment would be essential.

Desirable :

• Experience or strong interest in Sustainability
• Working in an events environment or large venues.
• IOSH training

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.