Service Delivery Manager - Cleaning

13 / 04 / 2026

Service Delivery Manager - Cleaning

Location: Stoke-on-Trent

Position: Service Delivery Manager - Cleaning

Employment: Full time

Salary: £42,000 - £50,000 a year

Post Date: 13 / 04 / 2026

About Us

At ProFM Group, we are redefining the future of facilities management. As the UK’s number one ACS-approved contractor, we are leading the way in Security, Cleaning, and Security Systems, setting new industry benchmarks and pushing the boundaries of what’s possible.

Our people are the core of our success. We believe that every person is important, and each has the opportunity and obligation to make a difference. That’s why we don’t just offer jobs, we build careers. As an ambitious, forward-thinking organisation, we invest in our people through tailored training, career development, and industry-leading support to help them thrive.

Trusted by businesses nationwide, we deliver innovative, high-quality services that keep their people and places safe, secure, and operating at their best. But we don’t just meet industry standards, we set them. Through cutting-edge technology, smarter solutions, and an unwavering commitment to excellence, ProFM Group is transforming the facilities management landscape across the UK.

Our core virtues of Humility, Passion and People First, shape everything we do, from the services we provide to the culture we cultivate.

About The Role

The Service Delivery Manager is responsible for leading the operational delivery of cleaning services across a portfolio of contracts, ensuring consistent service excellence, client satisfaction, and commercial performance.

This is a senior leadership role with accountability for driving standards, embedding structure, and improving operational performance across all sites. You will lead Operations Managers, Supervisors, and site-based teams to ensure contracts are delivered safely, efficiently, and in line with client expectations and contractual obligations.

The role requires a proactive, hands-on leader who can build high-performing teams, strengthen client relationships, and implement scalable processes to support business growth.

Shift Pattern

Monday – Friday between the hours of 09:00 – 17:30, however work outside of these hours will be required due to the nature of the role, including days, nights and weekends.

Duties And Responsibilities

Responsible for the overall delivery of cleaning services across a portfolio of contracts, ensuring standards are consistently met and clients are satisfied Managing and supporting Operations Managers, Supervisors and site teams, setting clear expectations and holding them accountable for performance Making sure all contracts meet agreed SLAs, KPIs and quality standards, carrying out regular audits and putting improvement plans in place where needed Building strong, professional relationships with clients, leading review meetings and acting as the main escalation point for any issues Taking ownership of contract performance, including resource control, budgets and overall profitability Identifying opportunities to improve efficiency, service quality and margin across all sites Leading recruitment, onboarding and retention across the portfolio, ensuring sites are always correctly staffed Managing performance issues, investigations and disciplinaries in line with company procedures Ensuring full compliance with health & safety requirements, company policies and industry standards Promoting a strong safety culture and making sure all teams are trained and working safely Overseeing the mobilisation of new contracts, ensuring a smooth and well-structured setup Supporting business growth by contributing to tenders, pricing and operational planning Driving consistency and structure across all contracts, implementing processes where needed Working closely with other departments to ensure smooth day-to-day operations and service delivery Taking a proactive approach to problem solving, dealing with issues quickly and effectively Providing regular updates and reporting on performance, risks and opportunities within the portfolio

Skills And Experience Required

Proven experience in a senior operations or service delivery role within cleaning, facilities management, or a similar environment Strong leadership experience managing multi-site teams Commercially aware with experience managing budgets and P&L responsibility Excellent client relationship and stakeholder management skills Experience improving underperforming contracts and driving change Strong understanding of health & safety and compliance requirements Ability to work in a fast-paced, growing organisation and implement structure

What We Can Offer In Return

Competitive rates of pay Great company culture Supportive environment Access to expert training and development program Reward and Recognition scheme

If you meet the criteria, apply today and become part of ProFM Group, a company that’s setting new standards in Facilities Management. We invest in our people, embrace innovation, and are committed to delivering excellence across the industry.

We are proud to be an equal opportunity employer, a Disability Confident organisation, and a dedicated supporter of the Armed Forces Covenant. At ProFM Group, we create opportunities for all, champion diversity, and build a workplace where everyone has the opportunity to thrive.

Join ProFM Group and be part of the team that’s shaping the future of facilities management.

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