Head of Service Delivery – Commercial Cleaning / Soft Facilities Mgmt
Location: Thames Valley / South East (Head Office base with regular travel to client sites)
Salary: c£70,000 + Mgmt Package
The Opportunity
A well-established, multi-site support services business is seeking a Head of Service Delivery to lead service excellence, client satisfaction, and contract performance across a large portfolio of commercial contracts.
Operating within the commercial cleaning sector, the organisation delivers services across education, office, healthcare, and leisure environments, supporting hundreds of client locations and a substantial operational workforce.
This senior leadership position will take responsibility for ensuring service standards, compliance, and customer outcomes remain consistently high across the business. The successful candidate will work closely with operational leadership teams to drive continuous improvement, strengthen client relationships, and support future growth.
Key Responsibilities
Service Delivery & Performance
- Drive service quality and consistency across a multi-site contract portfolio.
- Monitor and improve KPI and SLA performance.
- Identify underperforming contracts and implement improvement plans.
- Develop scalable service delivery processes and best practices.
Client Relationship Management
- Build and maintain senior-level client relationships.
- Lead service reviews and manage escalated issues.
- Ensure high levels of customer satisfaction and contract retention.
Operational Leadership
- Partner with operational teams to ensure effective service execution.
- Support mobilisation of new and complex contracts.
- Contribute to operational planning and continuous improvement initiatives.
Compliance, Quality & HSQE
- Lead Health, Safety, Quality and Environmental functions.
- Promote a strong culture of compliance and operational excellence.
- Ensure adherence to regulatory requirements and customer standards.
Business Growth Support
- Support tender, retention and presentation activity.
- Provide operational expertise during bid and mobilisation stages.
- Contribute to strategic business improvement projects.
Candidate Profile
We are interested in speaking with senior leaders who have experience managing large-scale, multi-site service operations and client-facing contract portfolios.
Suitable backgrounds include:
- Commercial Cleaning Services
- Facilities Management (FM)
- Soft Services Management
- Contract Services
- Workplace Services
- Building Support Services
- Property Services
- Environmental Services
- Outsourced Business Services
Essential Experience
- Significant leadership experience within commercial cleaning or facilities management.
- Proven success managing multi-site contracts and service delivery teams.
- Strong understanding of KPIs, SLAs, compliance, and continuous improvement.
- Experience developing senior client relationships and retaining key accounts.
- Knowledge of Health & Safety, Quality and Environmental management frameworks.
- Full UK driving licence and willingness to travel across client locations.
What’s on Offer
- A highly influential leadership role within a growing support services business.
- Opportunity to shape service standards and operational performance at scale.
- Collaborative senior leadership environment.
- Ongoing professional development opportunities.
- Recognition and reward programmes.
- Mileage allowance and office-based parking.
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