Job Description

Service Delivery Manager

Company: Universal Building Specialists
Location: Brentwood, Essex
Salary: 40,000 - 45,000 per annum (depending on experience)
Reporting to: Operations Director

About Universal Building Specialists

At Universal Building Specialists (UBS), we're a people-first, service-led business delivering mechanical, electrical, and building fabric maintenance to clients across the UK. From our head office in Brentwood, we combine national capability with the responsiveness, personality, and attention to detail of a boutique provider.

Our culture is built on teamwork, accountability, and technical excellence. We believe that genuine collaboration between our engineers, planners, and managers creates the strongest client outcomes -- and we're proud of the reputation we've built for reliability, innovation, and care.

As our business continues to expand, we're looking for a skilled and motivated Service Delivery Manager to lead our helpdesk and compliance coordination teams. This pivotal role will ensure we maintain high standards of performance, compliance, and client satisfaction across all service lines.

Role Overview

The Service Delivery Manager (SDM) will oversee the day-to-day performance of the Helpdesk and Compliance functions, ensuring that our clients receive a responsive, transparent, and technically robust service.

Working closely with Account Managers and the Engineering Manager, you'll coordinate communication between site teams, planners, and clients to ensure operational excellence. You'll act as the key link between the delivery teams and senior management -- driving efficiency, accuracy, and continuous improvement across all service operations.

The role combines people leadership, systems management, and compliance oversight, and is ideal for someone who thrives in a fast-paced environment, enjoys leading from the front, and has an eye for both process and detail.

Key Responsibilities

Line manage the Facilities Helpdesk Coordinators and FM Compliance Coordinators, providing guidance, structure, and performance management.

Ensure depth and resilience within the team, with cross-training, development plans, and effective holiday cover in place.

Oversee day-to-day service delivery -- ensuring reactive works, remedials, and PPMs are completed on time and within SLA.

Work closely with Account Managers and the Engineering Manager to maintain seamless communication between client accounts, engineers, and helpdesk staff.

Take a lead role in compliance reporting, statutory tracking, and quality spot checks.

Manage and maintain client portals, ensuring information is accurate, up to date, and accessible.

Produce management and performance reports for the Operations Director and company Directors, highlighting trends, risks, and improvement opportunities.

Act as the internal lead for the CAFM system -- supporting setup, reporting, and training for new users.

Lead the onboarding and induction of new team members, ensuring consistent understanding of company processes, systems, and standards.

Support the management and renewal of company accreditations (e.g. ISO 9001, ISO 14001, ISO 45001, SafeContractor, etc.).

Identify and implement opportunities to improve efficiency, customer experience, and operational delivery.

Skills & Experience Required

Essential:

Proven experience in Facilities Management, ideally in a service delivery, operations, or helpdesk leadership role.

Strong understanding of M&E maintenance processes, compliance, and FM service delivery.

Demonstrable experience managing or developing a helpdesk or planning team.

Excellent organisational and communication skills with the ability to prioritise and delegate effectively.

Proficient with CAFM systems, Excel, and Microsoft Office applications.

Analytical and detail-oriented, with strong reporting and data interpretation skills.

Calm under pressure and able to manage multiple workstreams with competing priorities.

Desirable:

Previous experience managing ISO or other accreditations within an FM or engineering business.

Experience in client reporting, audits, or KPI management.

Knowledge of SFG20, statutory compliance frameworks, and FM best practice standards.

What We Offer

Competitive salary (40-45K depending on experience)

25 days annual leave plus bank holidays

Pension scheme

Training and career development opportunities

Modern offices with on-site parking in Brentwood

Supportive and collaborative company culture

Opportunity to make a tangible impact in a growing, people-led FM business

Job Type: Full-time

Pay: 40,000.00-45,000.00 per year

Work Location: In person