Assistant Service Delivery Manager in London

Get your career on track with a team where you can grow, belong and make an impact from day one. Greater Thameslink Railway (GTR) is the UK's largest rail operator, connecting millions of people across the country through Southern, Thameslink, Great Northern and Gatwick Express services. With 239 managed stations and a network that supports commuters, businesses and communities every day. We are driven by our purpose to deliver safe, reliable and customer focused journeys while making a positive impact on the communities we serve.

At the heart of our work is Creating Great Journeys, a vision that reflects our commitment to improving experiences for passengers, supporting local communities and investing in the future of rail. We actively engage with and support the diverse communities across our network, while also developing future talent to ensure a sustainable and thriving railway for years to come. Our people are central to everything we do, and we are committed to creating an environment where colleagues can grow, contribute and feel proud of the work they do.

At GTR, your career isn't just another job; it is a journey where the destinations are endless. We are committed to career development and progression, offering clear pathways to help you steer your future. Because the railway connects vibrant and diverse towns and cities, we believe our workforce should reflect the communities we serve. We actively invest in future talent from all backgrounds to bring fresh perspective to our industry.

Our commitment to DEI: At GTR, we are dedicated to fostering a diverse and inclusive workplace. We recognise that this is best achieved through a workforce that reflects the diversity of the communities we serve. Our goal is to build a culture where we attract, develop and retain talent that is truly representative, where all colleagues can thrive and be themselves at work, where everyone feels welcome, valued and safe.

What You'll Do

Do you thrive on driving customer experience & performance improvement? Are you a natural flexible multi-tasker who can juggle priorities with ease? Do you enjoy engaging with stakeholders and building strong working relationships? Do you have facilities management or maintenance experience across a multi-site estate? If you're answering yes — we'd love to hear from you!

We are currently recruiting an Assistant Service Delivery Manager with appropriate level of contract management experience in a similar role to support the effective and efficient delivery of facilities services across a multi-site estate. Based at Monument Place & GAH this role includes regular site visits (2–3 days per week) to ensure service standards and compliance are maintained across locations.

Key Responsibilities include:

• Oversee day-to-day contract delivery facilities services delivery across multiple sites, ensuring contractors meet agreed performance and compliance standards for both planned and reactive maintenance.
• Track key performance indicators (KPIs) and report compliance.
• Monitor budgets, control costs, and review billing.
• Proactively resolve service delivery challenges using lean management methods and clear escalation routes.
• Identify risks affecting service delivery, apply mitigation measures, and log them in the department's risk register.
• Track progress of service delivery actions, ensuring ownership and timely completion.
• Conduct routine audits to monitor and validate contractor performance.
• Support the Service Delivery Manager with digital record-keeping, meeting coordination, and systems such as purchase ordering and fault reporting.

What we're looking for:

• Contract management monitoring experience in Facilities management and/or maintenance experience across a multi-site estate is essential.
• A confident motivated self-starter.
• Experience in working to comprehensive FM service delivery operations across multiple sites; ensuring contract compliance is adhered to for each service Waste Management, Washroom Services, Cleaning & Pest Control.
• Ability to work both independently and as part of a team, with excellent organisational and time management skills.
• Strong stakeholder communication and problem-solving abilities.
• Flexibility to complete regular site visits (2–3 days per week) across London and surrounding areas.
• Comfortable using digital systems including CAFMs and tools for facilities and service delivery management.

Experience:

• Background in operations, customer service, or site management.

Skills:

• Proficient in the use of Microsoft Office for analysing data, reporting and problem-solving.

Communication:

• Strong verbal and written skills for client relations and all stakeholders.

What We Can Offer You

At GTR, we are committed to supporting our colleagues both professionally and personally. In return for your skills and dedication, we offer a competitive benefits package including:

• Final salary pension
• Free travel on GTR and sister groups for you and your family
• 75% off travel on other train operating companies for you, and leisure for your family
• Discounted Oyster Card
• Family-friendly policies, including maternity, paternity, adoption, and shared parental leave
• Access to StarHub – our employee benefits platform offering discounts with a wide range of retailers and services
• Career development and progression opportunities across the UK's largest rail networks
• The opportunity to make a real difference to millions of customer journeys every year.

This is a fantastic opportunity to join a professional, supportive team in a varied role that offers visibility and impact across a broad estate. We will keep candidates informed throughout the process and aim to complete hiring decisions in a timely manner. Due to the high volume of applications we receive, we are unfortunately unable to provide individual feedback at the application stage.

We look forward to hearing from you and exploring whether GTR could be your next career step. Please note that we reserve the right to close this vacancy earlier than the advertised closing date if we receive a high volume of suitable applications.