Overview
Arcus are currently recruiting for a Service Delivery Manager who will take responsibility for the management of a key account, including oversight of operational field teams and supply chain to ensure excellent customer service in delivering against the contract SLA’s and commercial arrangements.
Responsibilities
The Service Delivery Manager will act as the primary point of contact for the contract, while building and maintaining strong relationships with the client maintenance team. They will also oversee the delivery of services to ensure they meet the SLAs within their assigned region, and coordinate with internal teams and external suppliers to ensure timely delivery of solution and services.
Other responsibilities include:
* Operate as a critical link between Arcus and the client maintenance team.
* Take ownership of (receiving, managing, and resolving) escalations, ensuring client maintenance team are always fully aware of status updates.
* Manage a team of co-ordinators and administrators.
* Provide guidance, coaching, and support to team members to ensure alignment with client objectives and service delivery requirements.
* Agree and set performance objectives in line with the current business strategy and then manage performance to deliver desired outcomes.
* Develop the team through regular reviews and assessing their learning and development plans.
* Foster a collaborative and customer-focused culture.
* Understand the client's needs, priorities, and expectations regarding services delivery, and ensure these are met or exceeded.
* Regularly communicate with the client maintenance team to provide updates on service delivery including a variety of tracker updates.
* Participate in Operational Account Review.
* Develop and implement risk mitigation strategies to minimise disruptions and ensure compliance.
* Ensure workstreams are delivered in accordance with Contract Commercials.
* Ensure correct processes are implemented and adhered to ensure payments can be processed in a timely manner.
Qualifications
The successful candidate will have a solid background in facilities management, preferably with experience in retail environments, and demonstrable experience in managing maintenance and compliance. They should also have proven experience in leading and managing teams, with a track record of delivering results and driving performance.
Other requirements include:
* Experience in managing client relationships and understanding their needs and expectations.
* The ability to solve problems and make decisions, as well as think laterally and offer solutions.
* Extensive knowledge of Microsoft packages - Word, Excel, PowerPoint, Outlook etc.
* Excellent communicator with experience and ability to communicate at all levels.
* Ideally a proven track record of managing supplier’s performance.
* Knowledge of performance measures, KPI’s and SLA’s.
* Previous knowledge and use of the Verisae platform or other similar platforms is desirable.
* Knowledge of relevant regulations, codes, and standards related to facilities management, safety, and environmental compliance is also desirable.
When you join us, you’ll receive:
* Salary: Up to £40,000 per annum depending on experience
* Up to 4% bonus, subject to achievement of targets
* 25 days annual leave, plus bank holidays
* Group personal pension scheme of matched contributions between 5% and 6%
* Life assurance
* Access to state-of-the-art training academy
* Funded training sponsorship scheme
* Refer a friend reward scheme
* Cycle to work scheme
* Health cash plan
* Up to 10% off B&Q / Trade Point
* 20% off Nuffield Fitness and Wellbeing Centres
Don’t miss out on this great opportunity, apply today by clicking on the ‘apply’ button.
Requisition ID
2024-6242
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