LOCATION: World Business Centre, Hounslow TW6 2TA SHIFT PATTERN: 40 hours a week (Mon-Fri 09:00 – 17:30 on site) SALARY: Competitive Vetting Operations Team To be a successful Service Delivery Manager, you should demonstrate strong leadership and teamworking skills. You should also demonstrate excellent communication and computer skills and are seasoned vetting personnel, who understands the detail required when processing documentations. Service Delivery Manager Responsibilities: Maintaining positive relationships with clients and stakeholders (internal and external to the organisation) Identifying client and stakeholders needs and overseeing service delivery within the business context. Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently. Determining ways to reduce costs without sacrificing client / stakeholders’ satisfaction. Assessing client and stakeholder feedback and using your creativity to establish, improve, and refine services, creating robust monthly dashboard Remaining organised and meeting deadlines. Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise. Maintain relationships with the UK vetting teams and ensure targets are set and met. Maintain oversight of cross UK vetting workloads to ensure shared workload within hybrid teams Service Delivery Manager Requirements: Experience in customer service, leadership, and ID compliance regulations. Signatory status within airports across the UK Experience in aviation vetting Good computer skills and the ability to use business support software. Strong customer service, project management, and quality control skills. Good resource planning skills. Excellent leadership and customer service skills. Strong teamwork skills and attention to detail. Excellent understanding of ID Gateway Key Deliverables Resource co-ordination Provide assistance with recruitment and engagement team to ensure a smooth process within the ID and vetting process. Drive the development and agreement of detailed SLA's for new services being delivered Monitor and manage ongoing SLA performance, identify and implement corrective actions as required Where applicable, for SLA/KPI which have not met the target, to document, review and establish mitigation proposals for formal approval with customer(s). Complete operational review with stakeholders and clients in relation to the end-to-end service performance. Ensure commercial requirements agreed between company and customer(s) are met. Where there are disparities, develop and drive through solution proposals to meet expectations. Assist with new business development via successful service delivery and ongoing client (current and new) relationships. Responsible for planning, allocating and distribution of packs within the vetting team. 1 2 1 with team members, assigning goals. IDC escalation and outcome actions Regional audits on ID packs Signatory for regional areas and managing agency relationships. Benefits We’re proud to offer a great range of benefits including: 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home Mental Health support and Life Event Counseling Get Fit Programme Financial and legal support Cycle to work scheme Access Perks at Work, our innovative employee app where you can find: Perks: discounts, gift cards, cashback, and exclusive offers Life: Search for resources and tools on topics ranging from family and life to health, money and work Support: Online chat or telephone service for urgent support in a crisis For more information about ABM’s benefits, visit our careers page ABOUT US ABM is one of the world’s largest providers of integrated facility services. A driving force for a cleaner, healthier, and more sustainable world, ABM provides essential services that improve the spaces and places that matter most. ABM offers a comprehensive array of facility services that includes cleaning, engineering, parking, electrical & lighting, energy solutions, HVAC & mechanical, security, and mission critical solutions. ABM delivers these custom facility solutions to properties across a wide range of industries – from commercial office buildings to schools, airports, hospitals, data centres, manufacturing plants and distribution centres, entertainment venues and more. In the UK we’re proud to service icon sites across the country with more than 10,000 team members. For more information, visit www.abm.co.uk. ABM are committed to employment practices that promote diversity and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief. We are proud members of the Armed Forces Covenant Employer Recognition Scheme.