Job Description

The Service Delivery Manager will ensure the effective, compliant, and high-quality delivery of day-to-day operations in line with the Northampton Partnership Homes GM scope/specification. This includes full responsibility for people management (e.g. recruitment, performance, and absence), plant and equipment inspection and maintenance, service delivery, and adherence to health and safety standards.

The role oversees operational teams and managing the delivery of events and grounds maintenance across Northampton. The Service Delivery Manager will liaise with both internal departments and external clients to meet service expectations, ensure high performance, and continuously improve operational outcomes and cost-efficiency.

Key Responsibilities

Lead, manage, and support staff, ensuring compliance with contract specifications and operational standards. Conduct regular site inspections and provide performance feedback to Senior Management. Oversee and manage the maintenance and repair of all equipment, minimising downtime and liaising with central workshops as needed. Foster close working relationships with other contractors and internal departments to ensure service integration and alignment. Analyse operational data and machinery usage to identify opportunities for improved efficiency and round reconfiguration. Produce and submit daily, weekly, and monthly KPI and performance reports to clients and senior management. Ensure full compliance with health and safety policies, risk assessments, and ROSPA standards. Manage all aspects of team performance including recruitment, training, development, appraisals, and disciplinary matters. Monitor and report on financial and productivity performance, identifying opportunities for savings or added value. Act as a key point of contact for clients, attending meetings and responding proactively to service issues and complaints. Deliver toolbox talks and practical training on equipment use and safety protocols. Ensure all staff provide excellent customer service and represent the company professionally. Support the delivery of the contract using ATAK/MSS work programme and track social value outcomes. Perform grounds maintenance or supervisory duties as required to meet operational demands. Work closely with Senior Management to monitor and achieve budget targets.

Person Specification

Personal Qualities

Committed to high standards of quality, service, and customer satisfaction. A proactive and visible leader with strong decision-making skills. Strong commitment to health, safety, and environmental compliance. Supportive and intuitive people manager with a focus on team development. Commercially aware, with a strong financial understanding and business acumen. Self-motivated, highly organised, and capable of delivering results under pressure. Excellent interpersonal and communication skills at all levels.

Skills and Experience

Essential:

Minimum of five years' experience in a similar contract management or supervisory role, including:
o Recruitment and management of operational staff

o Budget control and financial reporting

o Stock control and material ordering

o Liaison with clients and stakeholders

o Health and safety compliance and incident investigation

o Quality assurance and service delivery monitoring

o Experience managing large events and operational logistics

Strong IT skills, particularly in MS Office (Excel, Word) and reporting tools.

Excellent written and verbal communication skills.

Proven ability to manage conflict and resolve complex service issues.

High level of customer focus and ability to build confidence with clients and trade unions.

Qualifications

Required:

NVQ Level 3 or equivalent in a relevant technical or business management discipline. Full, clean UK driving licence.

Desirable:

Certificate of Higher Education (CertHE) Level 4 or above. IOSH Managing Safely (3-day course) or equivalent health and safety qualification.
Job Types: Full-time, Permanent

Pay: 36,000.00-38,000.00 per year

Benefits:

Company car Company pension
Ability to commute/relocate:

Northampton NN2: reliably commute or plan to relocate before starting work (required)
Education:

Certificate of Higher Education (preferred)
Experience:

management/supervisory: 5 years (required)
Licence/Certification:

IOSH Managing Safely (3-day course) (preferred) full UK (or valid equiv) driving license (required) NVQ level 3 in relevant discipline (required)
Work authorisation:

United Kingdom (required)
Work Location: In person