Service Delivery Manager

Service Delivery Manager - Specialist Cleaning Services Reports To Operations Manager / Director Location London and South East (office based in Sutton, Surrey) The Cleaning Service Delivery Manager is responsible for ensuring the consistent delivery of high-quality cleaning services across a portfolio of client sites. The role involves managing operational performance, leading and developing cleaning teams, maintaining strong client relationships, ensuring compliance with health and safety standards, and driving continuous service improvement. Key Responsibilities Service Delivery Oversee the day-to-day delivery of cleaning services across multiple client locations. Ensure all contractual obligations and service level agreements (SLAs) are achieved. Conduct regular quality inspections and implement corrective actions where required. Develop and maintain efficient work schedules and resource allocation. Monitor service performance using KPIs and operational reporting. Client Relationship Management Build and maintain positive relationships with clients. Conduct regular client review meetings and site visits. Respond promptly to client concerns, complaints, and service requests. Identify opportunities to enhance service delivery and generate additional business. Quality Assurance Maintain high standards of presentation, cleanliness, and customer satisfaction. Key Performance Indicators (KPIs) Client satisfaction scores SLA achievement Audit and inspection results Staff retention and attendance Complaint resolution times Contract profitability Person Specification Essential Experience Experience managing cleaning operations across multiple sites. Strong customer service and client relationship management experience.. Essential Skills Excellent leadership and people management skills. Strong organisational and planning abilities. Effective communication and interpersonal skills. Problem-solving and decision-making capability. Ability to prioritise workload in a fast-paced environment. Competent in Microsoft Office and operational reporting systems. Essential Knowledge * Health and Safety legislation. * COSHH regulations. * Employment legislation and HR best practices. * Quality assurance processes. * Commercial contract management. Desirable Qualifications * Full UK Driving Licence. Personal Attributes * Professional and customer-focused. * Results-driven with high attention to detail. * Proactive and solution-oriented. * Resilient under pressure. * Strong integrity and accountability. * Flexible and adaptable. * Able to build trust and motivate teams. Working Conditions * Regular travel between client sites. * Use of company vehicle, mobile phone, and laptop where applicable. Success in the Role A successful Cleaning Service Delivery Manager consistently delivers safe, compliant, and high-quality cleaning services while maintaining excellent client relationships, developing engaged teams, meeting financial targets, and driving continuous operational improvement. Salary on offer is £30-40k along with Car and Company benefits