Service Delivery Manager

U816 Veolia ES (UK) Limited; Wembley; On-site; GBP 37,000 - 47,000; Full time

Benefits offered by this job

25 days annual leave

Company pension scheme

Discounts on groceries to retailers

Health & wellbeing resources

One paid day to volunteer

Training and development opportunities

Job summary

Veolia ES (UK) Limited is hiring an Operational Service Delivery Manager in Wembley to lead teams, optimise event and non-event operations, and ensure safe, efficient service delivery. You will manage budgets, schedules and stakeholder relationships while embedding Veolia values across daily activities.

The role emphasizes strong leadership, health and safety compliance, and data-driven improvement of processes within a large venue setting.

Qualifications

• Experience of people management, developing and training teams.
• Customer service experience and strong communication skills.
• Operational health and safety experience with regulatory knowledge.
• Experience in the waste sector/industry is preferred.
• Excellent project management and organisational skills.
• Strong attention to detail and record-keeping abilities.
• Good IT skills; familiarity with relevant software and systems.
• Desirable: interest in sustainability and events at large venues.
• IOSH training is desirable.

Responsibilities

• Manage time and prioritise workload for staff to meet deadlines for event and non-event operations.
• Embed Veolia values in daily operations and liaison with stakeholders.
• Handle customer escalations promptly and ensure resolution and satisfaction.
• Maintain courteous professional relationships with the public, clients and colleagues.
• Oversee operational management including inventory control and fleet coordination.
• Establish professional relationships with Veolia departments through excellent service delivery.
• Analyse systems and present data-driven recommendations for improvements.
• Conduct performance analysis, investigate incidents, and implement corrective actions.
• Apply problem‑solving methodologies to address complex operational challenges.
• Drive quality standards and KPIs; promote ownership and safety practices.
• Manage budgets, holidays, overtime, and cost controls; monitor supplies and purchases.

Skills

People management

Customer service

Health & safety

Waste sector experience

Communication

Project management

Attention to detail

IT skills

Sustainability (Desirable)

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 organisational 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.

Ready to see the world as we do? Who is Veolia? Where other people see waste, our community here at Veolia see opportunity. We’re determined to push for ecological transformation through waste, water and energy, and are committed to getting the tough jobs done. And most importantly, we see the potential of every member of our team, and are giving them the chance to realise it with us. Whether it’s their potential, their commitment or their impact, we see it all. And with our values being community spirit, responsibility, innovation, customer focus and respect they keep us focused on those who matter – all 14,000+ of our employees, our customers and our communities too.