Service Delivery Manager - London (Account Management)

Bellrock is the trusted challenger in UK property services. Driven by insights, powered by technology, and delivered by talented people, we are redefining how real estate is managed. Since 2003, our people-first and technology-led approach has helped organisations across the UK transform their estates into high-performance, sustainable environments. Through our integrated service model—spanning Technologies, Consulting, Critical Engineering & Jordon, and Intelligent Asset Care—we deliver compliance, quality, and operational excellence while reducing cost and carbon impact.

This role will give support to that team by coordinating activity, generating information and dealing with immediate issues. The SDM will be responsible for a cluster of sites that will be geographically arranged, many of which you will directly manage without an onsite FM.

Customer Communications

• Management of the contract and relationship from a site/portfolio perspective.
• Interface and liaison with occupiers and key stakeholders.
• Delivery of management reporting analytics.
• Validation of life cycle programme.
• Management of asset strategy per portfolio and development of Asset Management Plans.
• Measure and monitor satisfaction across your portfolio and provide detailed reporting and analysis on satisfaction trends together with improvement plans.
• Manage and measure key active objectives are on target.

Commercial activity

• Manage the portfolio operational performance P&L.
• Manage and measure the budget forecasting and reforecasting process for your portfolio.
• Deliver cost efficiencies.
• Manage, measure and deliver contract specific MI and reporting data for the client organisation.
• Delivery of supplier performance monitored through the balance scorecards.
• Manage supply chain to deliver service excellence and account profitability.
• Manage contract specific KPI's ensuring adherence and quality management.
• Ensure and improve the delivery of service excellence across the portfolio through maximising efficiency and effectiveness, actively sharing best practice across contracts and seeking opportunities for profit improvement and profitable organic growth.
• Ensure efficient management of the contract's resources; employees, fleet, suppliers and subcontractors.

Leadership, people and contract restructure

• Deliver a collaborative team ethos.
• Lead on succession planning for the contract and contribute to succession planning.
• Ensure a culture of compliance.

Risk Management

• Carry out initial risk management review across the contract and ensure all key mitigations form part of the contract risk plan.
• Carry out full HSQE activity review and identify areas for improvement.
• Set up a comprehensive risk management review program for the contract.

Supply chain performance management

• Manage the supply chain for your portfolio against the Bellrock Performance Relationship Program.
• Ensure performance meets the required gold standard levels and drive improvements into the wider PRP program.

What does it take?

• IOSH Managing Safety Certificate.
• Excellent communicator.
• Analytical skills and basic IT skills, such as Word, Excel.
• Experienced Service Management professional.
• Experience of managing 3rd parties and 3rd party delivered services.
• Have or working towards IWFM 3, ILM level 3 in leadership and management or equivalent.
• Min 3 years in a multi-site management role in operations preferred.
• Be accountable for customer experience scores and occupier relationships at tactical/ operational level.
• Implement Asset Operation /Lifecycle Plans at local level.
• Be responsible for Facilities Management and Health & Safety (H&S) activity via the supply chain.
• Have authorisation to spend in line with the overall delegation of authority and Service Charge Budgets.
• Be responsible for identifying investment opportunities/risks via day-to-day relationships with occupiers and the supply chain within/around assets.
• Delivery of management reporting and analytics.
• Occupier liaison and service management.
• Have a facilities management background with a minimum of 3 years' experience and strong customer service credentials.

Working arrangements

We embrace smarter working practices which offer our employees the opportunity to work their hours flexibly and remotely where their roles and business needs allow. In this role, the successful candidate would be required to work from 127 Charing Cross, London on a hybrid basis Monday to Friday 08:00-17:00.

What can we offer you?

• 25 days annual leave plus bank holidays + 1 additional day as a thank you.
• Salary exchange pension scheme.
• Life cover.
• Paid sick leave.
• Health Assured employee assistance and wellness program.
• Enhanced maternity, paternity and adoption leave.
• Salary sacrifice schemes: Cycle to work.
• Holiday purchase scheme of additional 5 days per year.
• Offers and discount scheme designed to save money on everyday shopping and essentials.
• Healthcare Cashplan.
• MotorSave Scheme.
• Refer a friend.
• Liftshare.
• Virtual GP.

Helping you to shine

We’ve always encouraged new and different perspectives - and that also means making ours a workplace that encourages diverse and unique voices. Where everyone feels welcome, included, and supported to be themselves and achieve more.

So, if you join us, you’ll find an inclusive workplace that recognises your hard work, offers lots of learning and development, flexible and hybrid working, and support for your wellbeing. As well as benefits that can make a difference to your life.

Ready to start shining?

Our people are our passion, so we’re all about helping them to shine. That means putting everything in place for you to have a rewarding career with us. So you can go far in your career, with us behind you. And our business will grow, too. So, if you’re ready to start your career journey with Bellrock, we’re ready to welcome you. It’s a great place to be - the light, the energy, the solution.

You. Apply today.