Mitie Cleaning & Hygiene Services
Service Delivery Manager
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Service Delivery Manager
Where:
Mitie | 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY, UK
Hours:
40 hrs per week, Monday-Friday 9am-5pm with on-call (additional £200 per month)
What is in it for you?
- A competitive salary
- A friendly and supportive team
- Training, career development & progression
- A great selection of benefits including Access to on-line GP services, death in service, share options and discounts for shopping, cinema, holidays, etc.
- Free on-site parking
About The Role
We are a 24/7 Alarm Receiving Centre (ARC), providing remote assistance and support to multiple retail clients throughout the UK, responding to staff and building alarms, monitoring CCTV and engaging with emergency services when required.
As the Service Delivery Manager, you must lead a team of Team Managers and Operators, and deliver against our client SLAs, while ensuring compliance with BS5979.
You must drive performance levels with effective communication, continually focus on improvement opportunities within the operation and monitor team and individual productivity.
Job Objectives & Responsibilities
- Conduct monthly operational performance reviews, analysing KPIs, SLA achievement, alarm volumes, response times, staffing utilisation, absence trends, and customer service metrics, presenting findings and improvement plans to senior management.
- Lead the investigation, analysis and reduction of false alarms across all client accounts, identifying root causes and implementing corrective actions to improve service efficiency and reduce unnecessary emergency service deployments.
- Produce and present monthly and quarterly business reports for clients and internal stakeholders, highlighting performance trends, risks, achievements and opportunities for continual improvement.
- Drive a culture of continuous improvement by analysing operational data, identifying trends and implementing initiatives to improve productivity, service quality and customer satisfaction.
- Lead customer service review meetings, ensuring actions are tracked, completed and aligned with contractual expectations.
- Support new business mobilisations, client onboarding activities and the development of operational procedures, ensuring a seamless transition into service.
- Manage performance against financial and operational targets, ensuring effective resource planning and budget awareness.
- Ensure all incidents, service failures, complaints and escalations are investigated, documented and reviewed, with lessons learned shared throughout the operation.
- Monitor staff welfare, engagement, wellbeing and retention, fostering a positive and inclusive working environment.
- Develop succession plans and talent development programmes to ensure operational resilience and career progression opportunities for colleagues.
- Maintain business continuity and contingency plans, ensuring operational readiness for major incidents and emergency situations.
- Collaborate with compliance, quality and audit functions to ensure all regulatory and contractual obligations are met.
- Oversee customer complaint management, ensuring prompt resolution and implementation of preventative measures.
- Utilise reporting tools and management information systems to provide meaningful operational insight and support strategic decision making.
- Build strong client relationships, understanding business requirements and acting as the primary escalation point for operational matters.
- Drive innovation and adoption of technology to improve operational effectiveness, reporting capability and customer experience.
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Essential Skills & Experience
- Proven leadership experience managing managers and operational teams within a fast-paced environment.
- Strong stakeholder management skills with the ability to engage confidently with clients, senior leaders and external agencies.
- Advanced analytical skills with experience interpreting operational performance data and producing management reports.
- Experience using KPIs, SLAs and trend analysis to drive operational improvements.
- Excellent people management skills, including coaching, mentoring, performance management and succession planning.
- Strong problem-solving and decision-making capability under pressure.
- Demonstrable experience investigating incidents, complaints and service delivery issues.
- Excellent communication, presentation and report-writing skills.
- Strong organisational skills with the ability to prioritise multiple workstreams effectively.
- Experience leading change and continuous improvement initiatives.
- Proficient in Microsoft Office applications, particularly Excel, Power BI, Word and PowerPoint.
- Ability to build and maintain effective customer relationships.
- Experience managing absence, disciplinaries, grievances and employee relations matters.
- Understanding of workforce planning, rota management and resource forecasting.
- Experience delivering customer-focused services within a regulated environment.
Desirable
- Previous ARC, SOC, Control Room, Monitoring Centre or Contact Centre management experience.
- Working knowledge of BS5979, BS7858 and relevant security industry standards.
- Experience of remote CCTV monitoring operations.
- Experience of alarm monitoring, incident management and emergency service liaison.
- Knowledge of Security Industry Authority (SIA) licensing requirements.
- Experience managing false alarm reduction programmes and customer performance improvement plans.
- Experience supporting operational mobilisation and transformation projects.
- Knowledge of Power BI reporting and operational dashboard development.
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Essential
- Applicants must have a 5-year checkable history.
- You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.
Our market-leading offering provides you with benefits that suit your lifestyle.
- We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home.
- We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
- When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
- We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
- We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at.
Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
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