Service Delivery Manager

Job Description We are looking for an experienced professional with a strong Facilities Management (FM) background, ideally with a Hard FM or technical bias, who can lead multi-service teams within a small account environment. You will leverage a deep understanding of the customer’s business to create value, while supporting customer retention and growth. Key Responsibilities Oversee full site operations, ensuring delivery against KPIs, SLAs, and service performance standards Ensure compliance with all operational, service, and HSEQ requirements, including safe systems of work Lead and manage engineering and cleaning teams, including staffing structures and resource allocation Drive adherence to OPF and service excellence standards Take ownership of cost control, including labour and resource utilisation Manage budgets and support P&L performance Act as the Senior Point of Contact for client and internal stakeholders Maintain structured account management practices, including CRM usage and account planning Professional and Personal Competencies/Qualifications Strong FM background, ideally with Hard FM / technical expertise (engineering, maintenance, compliance) Experience managing multi-service teams (~35 staff) within a small account IOSH or NEBOSH qualification Proven ability to lead, motivate, and develop teams Experience with HSEQ processes, including RAMS, SOPs, and COSHH assessments Knowledge of ISO audits and compliance standards Experience in budgeting, financial management, and performance reporting Strong stakeholder management and supplier management experience Proficiency in Microsoft Office and administrative systems The Company ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,  #aplacetobeyou,  #facilitiesmanagement  ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background. We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers. We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work….