Service Delivery Manager - Newcastle Central

Bidvest Noonan; Newcastle upon Tyne; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Bike to work scheme

Employee assistance program

Annual leave entitlement

Pension plan

Job summary

Bidvest Noonan is seeking a Service Delivery Manager for Newcastle Central to lead the cleaning and soft FM operations across multiple sites, ensuring exceptional service levels and client satisfaction.

Reporting to the Director of Operations, you will guide a team, manage HR/training, health and safety, and drive continuous improvement while meeting financial targets. A UK driving licence is required to perform site visits and client meetings effectively.

Qualifications

• Previous experience in a similar role within facilities management.
• Ability to lead and develop a team to achieve service and financial targets.
• Strong client engagement skills and ability to manage key stakeholder relationships.

Responsibilities

• Lead the team and deliver overall operational and financial targets.
• Maintain regular engagement with client contacts and develop strategic partnerships.
• Ensure delivery of client KPIs across sites.
• Develop and implement a clear Communication and Engagement model for performance standards.
• Demonstrate achievements in health and safety, innovation, and cost savings.
• Coordinate with the Director of Operations and management team to address issues and opportunities.

Skills

Team leadership

Stakeholder engagement

Health & safety awareness

Budget management

Job description

Service Delivery Manager - Newcastle Central

• Service Delivery Manager - Newcastle Central

About The Role

Service Delivery Manager

Main Purpose of Role

Reporting to the Director of Operations, the role holder will lead, support and guide their team in the on-going operation and development of our cleaning and soft FM operations across a portfolio of sites.

The scope of the role is to ensure that exceptional service levels, client satisfaction, continuous improvement and innovation are provided to our customer, alongside the attainment of profit and growth targets including the adherence/maintenance to all relevant financial budgets/limits set and applied by the business.

Role and Responsibilities:

• Responsible for the operations of the team and for the delivery of the overall operational & financial targets.
• To proactively maintain regular engagement with key client contacts in line with client expectations. Development of strategic partnerships with these stakeholders.
• Consistently ensure the delivery of client KPI’s.
• Development and implementation of a well-defined Communication and Engagement model, in order to ensure all teams, understand and deliver performance standards, they are engaged at work and with their colleagues
• Ability to demonstrate and articulate achievement of results e.g. health and safety, new innovation, business improvements, cost savings and revenue generation
• Work in conjunction with the Director of Operations to ensure that regular formal and informal meetings are conducted with clients to identify issues or areas of opportunity or concern and to work closely with the wider management team.
• Responsible for training & development, performance, motivation, safety, welfare, and discipline of team members
• Ensure compliance by maintaining all contract documentation up to date.
• Lead weekly, monthly and quarterly meetings with the client.
• Train, induct and supervise the work of the team.
• Hand’s on and prepared to help, guide and support operatives to achieve required service levels.
• Endorse new Company initiatives and ensure they are implemented on site. Ensure the business is fully compliant with Industry Standards, relevant employment legislation, ISO and Company procedures & policies
• To select, recruit and vet employees in alignment with Company and Client policies, terms and conditions, and be accountable for their induction and ongoing training and development.
• To ensure compliance with all company’s HR policies and procedures by strictly adhering to and acting upon within authority, and that no action is initiated unless authorised by your line Managers or HR.
• To actively encourage and promote team spirit and development.
• To ensure monthly payroll figures are accurate and that all relative documentation is prepared in line with appropriate deadlines and budget controls including accurate and proper management of the relevant T&A system[s].
• To ensure that all additional project work is commenced, progressed and concluded to the satisfaction of the client.
• To ensure that all necessary resources, materials and machines are available and on site and maintained to contract specification.
• To quote for new services and ad-hoc works.
• Benchmark services and ensure best value for money.
• To be accountable for the implementation and adherence to all Company Health and Safety policies, procedures and instructions and to confirm their effectiveness through planned Health & Safety audits and regular reviews.
• To comply with the Company accident reporting procedure and assist promptly and accurately in the completion of all relevant documentation · Any other duties commensurate with the grade and as required by the nature of the role.

Requirements:

• Previous experience within a similar role within facilities management
• UK Valid Driving Licence
• Bike to work Scheme
• Employee Assistance Program
• Annual Leave Entitlement
• Pension Plan

About Us

‘For nearly 50 years, we’ve played a vital role in helping our customers succeed. Built on strong, long‑standing relationships, our business is powered by people who are deeply connected to the communities where we live and work.

Our purpose guides every action and decision we make, “to proudly create safer and healthier communities today, for tomorrow.” It reflects who we are, what we stand for, and the impact we strive to make every day.

Across our team of 27,000 dedicated professionals from 157 countries, that purpose comes to life through commitment, care, and the shared responsibility to the people we serve—now and for generations to come. 'When you join Bidvest Noonan, you’re joining a team where your work has real impact, where your career can grow, where you belong, and where you help shape a safer, healthier future for us all.’