Job Ref: 213808454

Date: 2021-05-21 14:23:00

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My client is looking for Service Delivery Manager /Soft Services manager to join the team on a fast paced and vibrant site in Buckinghamshire. You will be responsible for the day to day management of services across the site, customer service & stakeholder engagement. Budget experience is essential alongside team & contactor management. On offer is circa £40,000 plus package.

* Build and maintain positive relationships with client, customers and all other key stakeholders, communicating in a positive and professional manner at all times.

* Identify the customer’s needs and oversee the service delivery within the business context.

* Lead the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently. Develop team so that employees are accountable for carrying out the required processes to and tasks and are providing great customer service.

* Manage finance and budgets in line with client requirements and delegated responsibility levels.

* Determine ways to reduce costs or add efficiencies whilst still maintaining required high service levels.

* Build partnerships with key stakeholders and other third parties to determine the services and delivery criteria, and find solutions for issues that may arise

* Establish and refine delivery processes and procedures to ensure that each customer gets the same great experience at all times in all working environments, driving change and ensuring excellent communication throughout.

* Assess customer feedback and refine procedures accordingly to ensure that great customer service is provided at all times. Frequently evaluate the customer experience against a set of customer satisfaction goals and criteria. When scores fall below these thresholds, conduct additional research and produce action plans to rectify rapidly.

* Management of budgets to ensure accurate reporting, adherence to cost models and client value for money. Identify ways to reduce costs without affecting the overall customer experience, such as by removing paperwork from administrative tasks or removing unnecessary steps in the process.

* Ensure compliance of contractual SLAs and KPIs, analyse data and produce quality monthly reporting to the Client.

* Ensure site documentation is up to date and easily referenced at all times.

* Ensure the customer journey is seamless and fit for purpose at all times, with forward planning/future proofing strategies in place as required.

* Any duties/requests from the Account Manager/Director or Client as required to meet the needs of the business

Requirements

* Proven track record of working within a commercial environment

* Good knowledge and experience of Health & Safety management

* IOSH/NEBOSH/member of BIFM desirable

* SIA

* Time management and project management skills

* Clear and concise writing skills and the ability to handle long and complex documents

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