Job Description:

Service Delivery Manager - Dispatch

Location: Birmingham, B37 7YE
Hours of work: 40
Contract Type: Fixed Term Contract (6 Months)

Our client, a leading provider of facilities services in the UK, is seeking a Service Delivery Manager - Dispatch to deliver reactive PPM requirements and operational activities within a high-volume work order environment.

This role is responsible for ensuring effective service delivery across dispatch operations while maintaining high levels of customer satisfaction and supporting operational excellence. The successful candidate will play a key role in overseeing service performance, managing workflows, and ensuring contractual obligations are consistently achieved.

Job Description

The Service Delivery Manager will work closely with customers, stakeholders, suppliers, and internal teams to drive service quality and operational efficiency. The position requires strong leadership, excellent decision-making ability, and a customer-focused approach within a fast-paced environment.

We are looking for a proactive and experienced leader who can oversee service performance, manage stakeholder and supplier relationships, lead service teams, and ensure contractual commitments, SLAs, and KPIs are consistently achieved.

The role requires strong decision-making skills, a customer-focused mindset, and the ability to perform effectively in a fast-paced environment.

Key Responsibilities

• Lead and manage day-to-day service delivery and dispatch operations.
• Deliver reactive PPM requirements and support operational activities within a high-volume work order environment.
• Monitor, manage, and report on SLA and KPI performance, implementing improvements where required.
• Build and maintain strong relationships with customers, stakeholders, and suppliers.
• Manage service escalations, major incidents, and problem resolution activities.
• Lead, coach, and develop service teams to achieve high levels of performance.
• Drive continuous improvement initiatives to enhance service quality, efficiency, and customer experience.
• Support resource planning, budgeting, service optimisation activities, and ensure compliance with company policies, processes, and industry best practices.

Person Specification

• Proven experience in Service Delivery and Operations.
• Strong leadership and people management skills.
• Excellent communication and stakeholder management abilities.
• Strong supplier and stakeholder engagement experience.
• Experience using Maximo.
• Experience with metrics tracking and performance reporting.
• Understanding of FM Soft Services.
• Ability to manage priorities, resolve issues, and make informed decisions under pressure.
• Customer-focused mindset with a commitment to service excellence.