Support Services Supervisor

ISS Facility Services; Greater London; On-site; GBP 36,000 - 48,000; Full time

Job summary

ISS Facility Services is seeking a Service Delivery Officer for Orpington Hospital to oversee day-to-day Soft FM operations including catering, patient feeding, retail and portering, cleaning and linen. You will drive safety, performance, and patient experience, leading frontline teams and coordinating with clinical staff.

The role focuses on contract and service delivery against KPIs, continuous improvement, and compliance with NHS standards and ISS policies, delivering high-quality service

Qualifications

• Proven experience in service performance and contract management.
• Strong leadership and people management skills.
• Commitment to safety, governance, and compliance.
• Experience in Soft FM services (catering, cleaning, portering, linen).

Responsibilities

• Oversee day-to-day Soft FM operations across the hospital.
• Coordinate frontline teams to ensure high-quality patient and customer experiences.
• Monitor contract performance and respond to service failures.
• Act as operational link between ISS, clinical teams and stakeholders.
• Drive continuous improvement across service areas and standards.

Skills

Operational management

Contract management

People leadership

Customer experience

NHS standards

KPI monitoring

Continuous improvement

Safety and governance

Job description

The Service Delivery Officer is responsible for the day-to-day operational management, coordination, and performance of all Soft Facilities Management (Soft FM) services across Orpington Hospital. This includes general catering, patient feeding, retail and restaurant services, portering, cleaning, linen, and associated support services. The Role

• Ensure services are delivered safely, efficiently, and in line with contractual requirements, NHS standards, and ISS organisational policies
• Manage operational issues and respond effectively to service failures
• Monitor contract performance and support delivery against agreed KPIs
• Lead and support frontline teams to deliver high-quality patient and customer experiences
• Act as a key operational link between ISS, clinical teams, and wider stakeholders
• Ensure seamless service delivery across all Soft FM functions
• Drive continuous improvement across service areas
• Strong operational management skills
• Experience in service performance and contract management
• Proven people management and leadership ability
• A strong focus on enhancing customer and patient experience
• Commitment to compliance, safety, and governance standards
• A proactive approach to continuous improvement and professional development
• ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
• Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families.
• ISS is committed to doing business the right way, taking its corporate responsibility very seriously.
• Our passion is people.
• We offer you a challenging and exciting career in an organisation with people at its heart.
• In ISS, everyone has the opportunity to develop, grow and make a difference.
• #Becomewhoyouwant, #Bepartofsomethingbigger, #aplacetobeyou, #facilitiesmanagement
• ISS is proud to be a diverse and inclusive employer.
• ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
• We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families.
• Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.
• We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme.
• Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.