The role offers the opportunity to take full accountability for service performance, operational efficiency and customer satisfaction across a large, geographically dispersed workforce supporting blue-chip and public sector clients.
This is a hybrid role requiring a presence in their head office based in Ross-on-Wye and national travel to sites as required.
The Role
Reporting into a senior operations leadership position, the Service Delivery Director will be responsible for the organisation, leadership and performance of national service delivery and centralised scheduling functions.
The role oversees a workforce of 300+ technicians, risk assessors and remedial teams, delivering in excess of 12,000 planned compliance visits per month across healthcare, facilities management, local authority and commercial environments.
Key to success will be the ability to balance strategic leadership with hands-on operational control in a fast-paced, regulated setting.
Responsibilities:
Lead national service delivery and centralised scheduling functions
Drive operational efficiency, productivity and margin improvement
Oversee workforce planning, engineer deployment and scheduling accuracy
Partner with regional leadership to ensure consistent, compliant service delivery
Act as a senior escalation point for key clients and contracts
Support tenders, mobilisations and commercial initiatives
Ensure health, safety, quality and regulatory compliance across operations
Develop and report KPIs to senior leadership and board level
Lead continuous improvement and digital transformation initiatives
Person Specification
The successful candidate will be a commercially minded, people-focused leader with strong experience delivering complex field-based services within a regulated environment.
Senior leadership experience in service delivery, operations or compliance
Background in water hygiene/ water treatment or a similar background (FM, Maintenance etc)
Proven management of large, multi-site field service teams (200+ engineers)
Strong understanding of compliance, legislation and risk management
Experience working with major, multi-site clients (healthcare, FM, public sector or commercial)
Strong financial and operational decision-making capability
Rewards & Benefits
Salary up to £70,000 dependent on experience
Company car or car allowance
Pension and healthcare benefits
25 days annual leave plus bank holidays
Long-term development opportunities within a growing national organisation
Performance-related bonus
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Salary description
£65000.00 - £75000.00 per year