About the Role
We are seeking a highly skilled Service Delivery Manager to join our team at BD Group. As a key member of our operations team, you will be responsible for the successful delivery of responsive repair work streams across the business.
Key Responsibilities
* Lead and manage the delivery of high-quality, right-first-time responsive repairs, voids, aids and adaptations, as well as capital, cyclical, and planned maintenance programs.
* Manage a team of direct and indirect reports, including Technical Supervisors, trade operatives, and engineers.
* Ensure team performance meets and exceeds KPIs.
* Lead responses to residents' queries, complaints, and compliments professionally.
* Manage and review operational risk registers to meet client expectations.
* Ensure successful service delivery through effective supply chain management.
* Manage contractors for procurement, commissioning, and service demands.
* Improve efficiency and output of repairs and maintenance services.
* Attend site meetings to resolve operational and technical issues.
* Ensure accurate cost information for projects, recover incurred costs, and authorise sub-contractor payments.
* Record work-in-progress, conduct inspections, and compile improvement plans.
* Provide timely reports on project performance, targets, and budgets.
* Stay updated on contract management practices and legislation.
* Represent the company and liaise with stakeholders; stand in for the Head of Service when needed.
* Manage the workforce and delivery of work programmes, ensuring technical direction, quality, and cost control.
* Develop solutions to improve efficiency, reduce costs, and enhance customer experience.
* Promote health, safety, and wellbeing in all work aspects.
* Oversee commercial management and cost control of contracts up to £5m, ensuring adherence to financial policies and procedures.
* Manage financial risks for projects and audit sub-contractor accounts.
* Ensure compliance with health, safety, and legal requirements, and communicate Health & Safety recommendations.
* Ensure customer-focused services and positive experiences, promoting excellent customer care practices.
* Implement the company's performance management approach, supporting and guiding staff.
* Maximise use of information systems for operational excellence.
* Address poor performance professionally and conduct formal reviews if necessary.
* Follow company policies for performance management and disciplinary actions.
* Insist on high standards for safety, quality, and customer focus.
* Proactively manage actions and standards to meet expectations.
* Promote high-quality, customer-led services that comply with Data Protection, Equalities, Diversity, and Health and Safety policies.
* Maintain a commercial focus for efficient service delivery.
* Comply with company competencies and standard requisites.
Requirements
* HNC (or equivalent) in building.
* Degree (or equivalent) in building related subject or housing management.
* Membership of a professionally recognised construction industry body i.e. RICS, CIOB.
* Full clean manual UK driving Licence.
* Direct experience of managing the operational delivery of a programme of works / services in excess of £5m per annum, including management of resources, work planning, customer engagement, quality assurance, to time and within budget.
* Experience of managing within a commercial R&M construction contractor environment to deliver services / projects to quality standards, within time and budget and to customer's satisfaction.
* Experience of working within a highly commercialised environment.
* Experience of contributing to the development of solutions to improve efficiency, reduce costs, improve quality and customer experience.
* Proven track record of supply chain management within a commercial project management environment.
* Experience of representing a company as a contract manager / representative.
Working Arrangements
* Working pattern: 36 hours per week, Monday to Friday.
* Location: Dagenham.
Benefits
In addition to an attractive salary, our benefits package includes:
* Heart Hub rewards, perks & benefits platform
* Private Medical Insurance
* Group Life Assurance
* Competitive Salaries
* Pension Scheme
* Paid Holidays from 21-26 days
* Family Friendly Policies making work-life balance achievable
* Health & wellbeing support including an Employee Assistance Programme (EAP)
* Career development and training
* Great offices & local amenities including our Lab Café
* Free parking @ The Cube
* A GREAT TEAM