Job Description We are looking for a proactive and experienced leader who can oversee service performance, manage stakeholder and supplier relationships, lead service teams, and ensure contractual commitments, SLAs, and KPIs are consistently achieved. The role requires strong decision-making skills, a customer-focused mindset, and the ability to perform effectively in a fast-paced environment. Key Responsibilities Lead and manage day-to-day service delivery and dispatch operations. Deliver reactive PPM requirements and support operational activities within a high-volume work order environment. Monitor, manage, and report on SLA and KPI performance, implementing improvements where required. Build and maintain strong relationships with customers, stakeholders, and suppliers. Manage service escalations, major incidents, and problem resolution activities. Lead, coach, and develop service teams to achieve high levels of performance. Drive continuous improvement initiatives to enhance service quality, efficiency, and customer experience. Support resource planning, budgeting, service optimisation activities, and ensure compliance with company policies, processes, and industry best practices. Professional and Personal Competencies/Qualifications Proven experience in Service Delivery and Operations. Strong leadership and people management skills. Excellent communication and stakeholder management abilities. Strong supplier and stakeholder engagement experience. Experience using Maximo. Experience with metrics tracking and performance reporting. Understanding of FM Soft Services. Ability to manage priorities, resolve issues, and make informed decisions under pressure. Customer-focused mindset with a commitment to service excellence. The Company ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger, #aplacetobeyou, #facilitiesmanagement ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background. We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers. We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
Service Delivery Manager - Dispatch employer: ISS
At ISS, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. Our commitment to sustainability not only drives our business but also provides employees with meaningful opportunities to contribute to impactful net zero initiatives. With a focus on professional growth and a supportive environment, particularly in the vibrant South East England region, we empower our team members to thrive while making a difference in the corporate banking sector.
