Senior Service Delivery Manager ( Waste Management)

Closing Date: 2025-04-22

Overview:

Reporting to the Head of Contractor Service Delivery, managing direct reports of 2 but overseeing a team of 9, the Senior Service Delivery Manager plays a vital role in ensuring 3rd party suppliers deliver services to the required time, cost and quality requirements, whilst adhering to SW and legislative H&S requirements and all SW policies. The scope of works includes tankering services, bio solids services, hazardous and non-hazardous waste and environmental remediation services. Furthermore, the Senior Service Delivery Manager ensures that any deviation from this is understood and managed appropriately in order that any risks to sites, services and to our customers are mitigated.

Accountabilities:

• 30% - Team Leadership: Lead and manage a team of 9 FTEs including 2 direct reports, providing guidance and support. Conduct regular performance reviews and provide feedback to team members. Foster a collaborative and high-performance culture within the team. Ensure all mandatory training is completed within set timescales and that the team always have all mandated documents in date.
• 30% - Performance Monitoring: Maintain accurate records of financial spend, statutory compliance and category spend within each project scope. Prepare and present regular reports on compliance status to senior management. Ensure team have all their documentation up-to-date and accessible for audits. Review ways we can utilise various reporting tools to best show our internal stakeholder progress of each project against time cost and quality. Ensure adherence to established KPIs and performance standards. Identify and address performance gaps proactively. Ensure effective allocation and utilization of resources within the budget. Monitor expenditures and implement cost-saving measures where possible.
• 10% - Process Optimisation: Evaluate inefficiencies within the supply chain and drive change through proactive management of internal and external stakeholders. Collaborate with cross-functional teams to implement improvements. Drive initiative changes that enhance service delivery workflows.
• 10% - Stakeholder Collaboration: Serve as a primary liaison between Regional Managers, Finance, Service Delivery Managers, Contract & Supplier Management, and Senior Leadership. Facilitate regular communication to address updates, challenges, and milestones. Be the operational lead on new procurement activity from a supply chain perspective. Attend all external performance meetings with a supply chain under their remit. Attend SLT meetings as needed in the absence of the HoF.
• 5% - Incident Resolution: Handle escalated service delivery issues, ensuring prompt and effective resolutions. Implement preventive measures to minimize future disruptions.
• 15% - Reporting & Analysis: Maintain a portal dataset of all projects showing costs, delays, issues, on-time delivery and H&S reportable incidents. Use data insights to drive decisions and highlight areas for growth and improvement. Provide data to support the daily spend across all waste areas specifically tankering with a budget of circa £70m per annum. Prepare and present budget reports to senior management.

Skills & Competencies:

• Strong organisational and time management skills.
• Excellent analytical and problem-solving abilities.
• Effective communication skills, both written and verbal.
• Ability to work collaboratively with various stakeholders.
• Leadership and mentoring skills.
• Proficiency in performance monitoring tools and data reporting.

Knowledge:

• Proven track record in service delivery or operations management.
• Experience managing a team in a fast-paced environment.
• Knowledge of wastewater services is an advantage.

Qualifications:

• Relevant qualifications in law, compliance, or a related field within operations.
• NEBOSH qualified.
• Proficient in relevant compliance software and Microsoft applications.