Service Delivery Manager

Glen Group are seeking a proactive and experienced Full Time, Permanent 37.5 hours per week Service Delivery Manager to oversee the delivery of high-quality cleaning services across a portfolio of around 16 clients throughout the Plymouth & Cornwall area. This is a key leadership role within our team, responsible for ensuring excellent standards of cleanliness, staff performance, compliance, and client satisfaction.

Key Responsibilities

• Have a good understanding of sites assigned to you, to include; client, team, hours, price, equipment.
• Ensure all records are up to date on CMS to allow for accurate reporting and representation of your teams and sites.
• Work closely with Operations Director on contractual startups, reviews, updates, terminations.
• Ensure advanced planning of all cleaning operations, including periodic tasks with clear schedules, equipment and consumable provision, training, H&S support and training, and regular auditing.
• Responsible for providing contracted hours to assigned sites, and providing cover where possible for missed hours.
• Support Sales team with new business bids and tenders.
• Ensure quality performance measures (KPI’s/SLA’s) are adhered to and any non-compliance is resolved in a professional manner with clear plans and next steps visible to all.
• Ensure strict compliance to the Data Protection Act, GDPR and associated regulations.
• Responsible for communicating any changes to contractual hours, times, rates of pay, new roles etc, to Operations Director, to ensure the client is being correctly billed for services provided.
• Responsible for logging any additional or pay as you go works to Operations Director to ensure accurate and timely billing.
• Ensuring regular communication with site, informing them in advance, where possible, of absences or changes that will affect the contracted service.
• Focus on support, training and development of the team to establish good working practices, an engaged and motivated team, acting as ambassadors for Glen Group.
• Acting as first point of contact for the site representatives to manage any concerns, or issues raised.
• Take full ownership and manage to conclusion, all cleaning feedback or complaints.
• Ensure the cleaning team are equipped and have the knowledge to positively impact site with our services.
• Work closely with all Glen Group departments adding value and promoting teamwork throughout.

Team Management

• Lead the cleaning team to ensure there is a positive, motivational, supportive working environment.
• Be available via phone, message or in person as required, to your team, ensuring clear communication.
• Provide clear and regular communication to your team regarding the service, the contract, Glen Group updates.
• Provide clear guidance on cleaning requirements and expectations to team onsite, including cleaning schedules for operatives for clarity of their workload requirements.
• Review and update cleaning schedules in line with audit responses, feedback from team and feedback from the client.
• Responsible for payroll / time sheets and accurate recording of hours.
• Responsible for the implementation and management of TimeGate time and attendance system.
• Lead and advise the team in managing absence and holiday records, including sickness and annual leave for all colleagues, following Glen Group policies and procedures.
• Ensure on-site and mobile supervision team manage their teams ensuring they are fully conversant with their individual tasks and responsibilities.
• Ensure mandatory training is completed in first week for new starters, and refreshed 6 monthly with all team members.
• Training matrix to be kept up to date and reported back to Glen Group for H&S records.
• Ensure risk assessments and method statements are provided and followed for the mobile support staff/lone workers.
• Ensure Health & Safety checks are in place all equipment use by the Mobile Support Staff.
• Hold regular 1-2-1’s with supervisory and mobile team to review standards, progress, motivation and provide team with support and guidance.
• Responsible for managing probation period with new starters, providing constructive learning objectives and expectation management.

Customer Satisfaction

• Carry out and manage audits at an agreed frequency to ensure high standards of cleanliness and a safe environment are always evident throughout the sites.
• Request client attends where possible, and report back to client on completion of audit to discuss any issues highlighted.
• Provide the contractual hours for your sites, reporting regularly should shortfalls occur, with an action plan to manage the service without standards dropping and to re-coup the hours.
• Informing Operations Director of vacancies, long term sickness etc, which may disrupt the daily service so this can be communicated and managed with Entrust.
• Focus on reviewing best practice initiatives and innovation within the cleaning industry, ensuring we remain at the forefront of cleaning and operational practice.
• Liaise with Operations Director, Sales, and other areas of the business to understand opportunities that may benefit your client.
• Ensure high standards are always achieved, being flexible to meet the changing operational needs on a continual basis and to suggest new initiatives to ensure continuous improvement and best practice are continually delivered.

About You

• Proven experience managing cleaning operations across multiple sites, preferably in an education or public sector environment.
• Strong leadership skills with the ability to motivate and manage teams remotely.
• Excellent organisational and communication skills.
• Full UK driving licence and willingness to travel across Plymouth & Cornwall.