Job Description

We are looking for a Service Delivery Manager to join our team at our Head Office.

Salary: Competitive.

Who we are

The Floorbrite Group is one of the leading commercial cleaning and facilities service providers in the UK, providing daily, industrial and window cleaning services to all sectors of industry. Our services are already being used by hundreds of companies throughout the Northwest and Yorkshire. With over 50 years' experience in the industry and still a family run business. The next generation of Floorbrite will ensure that we still treat our customers with the same care and attention as when we first began in 1972. The Floorbrite Group is committed to creating a work environment that is diverse and is proud to be an equal opportunity employer

What you'll be doing

Responsible for supporting the delivery of soft services across the Northwest, Yorkshire, Northeast, and Midlands, ensuring high operational standards and full adherence to customer terms of business, service level agreements, and industry regulations. This role provides flexible regional support, covering gaps such as annual leave, sickness, vacancies, and periods of increased operational demand within the field-based operations teams.

Working under the direction of the Head of Commercial Cleaning, the role also supports contract mobilisations and demobilisations across the Floorbrite Group, ensuring smooth and compliant transitions for new and existing contracts.

Acts as a motivational and supportive leader to Service Delivery Teams, promoting Floorbrite values and ensuring consistent delivery of first-class service through clear communication, guidance, and day-to-day operational support.

Responsibilities

Strategic Leadership

Support the delivery of a defined Service Delivery Strategy, assisting field-based operations teams across the portfolio Advise Operations Teams on compliance requirements and risks associated with operational activities Ensure regional audits are fully completed, meeting or exceeding business KPIs, and implement corrective actions in underperforming areas Provide a proactive, customer-focused service that enhances the client and resident experience Deliver a professional and timely service across all contracts Consistently strive to deliver a service that goes above and beyond expectations Support client sites by offering guidance on SLAs, KPIs, objectives, and ongoing or upcoming projects Manage customer complaint escalations within the region, promoting partnership-based solutions and effective issue resolution Analyse and interpret management information systems to support sound commercial decision-making Implement organisational changes or restructures in accordance with legislation and company procedures, ensuring HR is updated throughout Conduct TUPE consultations (inbound and outbound) in collaboration with HR Identify, manage, and develop new business opportunities within emerging markets for Floorbrite Ensure all new location mobilisations and demobilisations are executed in line with the agreed plan Respond to customer escalations promptly and effectively, ensuring satisfactory resolution Ensure adherence to the Company Health and Safety Policy across all operations Manage HR and employee relations matters in line with Company HR Policies, promoting diversity and inclusion Lead and support added-value initiatives that align with the Floorbrite ethos

People Leadership

Motivational leadership and effective delegation and handovers To lead by example Ensure that regular formal and informal meetings are conducted with clients to identify issues or areas of concern and work closely with the wider Facilities Management team to suggest actions and resolve concerns and issues To cascade Company targets, KPI's and objectives (when required to) to any relevant Area Management team ensuring understanding of expectations and measurement. To provide clarity and set expectations To encourage and empower the team to be their best and achieve their best To be an effective communication channel between your team and other working disciplines To complete and submit all necessary paperwork accurately and on time ensuring sign off where required of completed tasks.

To monitor progress and quality of the team's outputs ensuring:

Service levels are set, implemented, and monitored Proactive auditing and supervision Action on all hotspot areas and senior management/client audits Effective workforce planning and shift cover Staff development, upskilling and cross-training To chair formal meetings such disciplinary, grievance and absence review hearings in accordance with company procedure

To proactively manage absence with the aim to reduce related impact by:

Identifying trends and analysing roots cause Taking appropriate action in accordance with company procedure Promoting well-being

To manage the use of and ensure compliance with appropriate business processes and procedures in relation to:

Staffing levels and resource planning Recruitment, selection, probation, and retention Onboarding, induction, training, objective setting, and development plans Absence management including reporting, analysis, and escalation. Management of mobile operatives and regional supervisors

Compliance and Risk Management

To ensure compliance with corporate and site-specific health and safety plans. To ensure every incident/occurrence/event is logged meticulously as guided by operating procedures To maintain absolute confidentiality of any information obtained on the company and its personnel To manage the use of and ensure compliance with appropriate business processes and procedures in relation to: Health and Safety and Environmental GDPR Equipment and materials

What skills & experience you'll bring to the team

Minimum 5 years of relevant managerial experience at a similar level Strong written and verbal communication skills Demonstrable experience in managing a P&L Solid understanding of contract management and strong commercial awareness Mobilisation experience (desirable) Excellent stakeholder management skills, capable of building effective partnerships with subcontractors and customers IT literate, with proficiency in Internet, Word, Excel, and PowerPoint Strong organisational skills and previous experience in working across a large geographical portfolio Experience in planning and progressing work in accordance with processes and procedures, with minimal escalation to senior management Ability to meet deadlines and perform effectively under pressure Working knowledge of Employment Legislation Proven track record in KPI management and ensuring SLAs are achieved Experience delivering a high level of customer service to multiple clients or resident IOSH Managing Safely qualification (desirable) GCSE-level education in Maths and English Full UK driving licence DBS clearance (mandatory due to site/client requirements)
Job Types: Full-time, Permanent

Benefits:

Company events Health & wellbeing programme Life insurance On-site gym On-site parking
Application question(s):

How many years of contract management and commercial awareness do you have? How many years of stakeholder management skills, capable of building effective partnerships with subcontractors and customers do you have?
Experience:

Managerial: 5 years (required) Managing P&L: 2 years (required) Mobilisation : 1 year (preferred)
Licence/Certification:

DBS (required) Full UK Driving Licence (required) IOSH Managing Safely qualification (preferred)
Work Location: On the road