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- Tasks: Lead high-quality service delivery and drive operational excellence in healthcare facilities.
- Company: Join Kudos, a leader in facilities management for NHS healthcare buildings.
- Benefits: Enjoy a competitive salary, annual bonus, and generous leave plus discounts.
- Why this job: Shape the future of service delivery in critical public-sector environments.
- Qualifications: Extensive experience in facilities management and strong leadership skills required.
- Other info: Be part of a supportive and innovative team committed to excellence.
The predicted salary is between 75000 - 75000 £ per year.
Salary: Up to £75,000 + Annual Bonus
Hours: Full Time, 40hrs per week
Location: Based at our Warrington Head Office
Benefits: 25 days AL + BH, Company Car/Allowance, Life Insurance Scheme, Pension Scheme, Employee Assistance Programme, salary sacrifice schemes, gym & retailer discounts.
We are seeking an experienced senior leader to step into our Head of Service Delivery role, driving high‐quality service delivery across our PFI healthcare estate and setting the standard for operational excellence.
Key Requirements (Overview)- Lead CAFM, Helpdesk and subcontractor performance to ensure high‐quality, compliant service delivery.
- Oversee PPM planning, lifecycle programmes and contractual reporting, including the Project Monthly Report.
- Drive operational efficiency, cost control and continuous improvement across service lines.
- Provide strategic leadership to teams, supporting development, accountability and effective performance.
- Act as senior operational escalation point, ensuring timely resolution of issues and strong stakeholder relationships.
- Ensure full compliance with contractual, regulatory and governance requirements.
About Us
At Kudos, we deliver essential facilities management services across NHS healthcare buildings in the North‐West and London, on behalf of our LIFTCo clients & colleagues. Our work supports the smooth operation of critical public‐sector buildings that thousands of patients, clinicians and staff rely on every day. Our teams ensure that assets are maintained & performing effectively, to provide a positive experience for our clients and building users. As we continue to evolve and strengthen our operational capabilities, we are making a key senior leadership appointment that will play a pivotal role in shaping how we deliver service excellence across our PFI healthcare estate.
About the Role
We are seeking an experienced and influential Head of Service Delivery to lead the operational performance, service delivery functions and strategic development of our FM service model. This senior role has end‐to‐end responsibility for the CAFM system, Helpdesk operations, subcontractor procurement and budget oversight, planned and reactive maintenance performance, annual and 5‐yearly lifecycle planning and governance reporting. As a key member of the leadership team, you will set direction, drive continuous improvement and ensure that all service delivery outcomes meet contractual, regulatory and internal performance requirements.
You will oversee the compliant production of the Project Monthly Report (PMR), lead development of annual PPM schedules, and implement effective procurement and supplier strategies that strengthen commercial performance. You will work closely with operational teams, finance, compliance and executive leadership, acting as the senior escalation point for operational issues and ensuring seamless communication across all functions. This is a critical leadership position where you will shape strategy and enhance FM performance.
About You
You will be a senior FM professional with extensive experience delivering Hard FM services within a contractual, performance driven environment, ideally PFI/PPP. You combine operational excellence with strategic oversight, and you are comfortable influencing at executive level while also managing the continuous improvement of systems, teams and suppliers. With strong commercial awareness, you are skilled in budget management, procurement, KPI design and performance analysis, and thrive in roles where contract compliance and service quality must be balanced with operational efficiency.
As a leader, you are confident, assertive, and highly articulate, with the ability to manage multiple workstreams, build credibility quickly, and make clear, evidence‐based decisions. You foster high‐performing teams, promote accountability and support the development of capability and talent. You will hold A‐Levels as a minimum, and ideally a relevant degree in Business Studies, Contract Management, Supply Chain Management or a related field. Above all, you are committed to delivering high‐quality, compliant and customer focused services that align with Kudos' long‐term strategic goals.
You will bring an inclusive, team focused approach and positively contribute to a culture aligned with Kudos & FIM's Mission, Vision and Values.
Our Values- Supportive - We embrace partnership working.
- Ethical - We act with integrity.
- Innovative - We take ownership for understanding and improving Kudos.
- Ambitious - We continually strive to deliver the best possible service.
- Passionate - We are proud of the part we play in Kudos & the service we deliver.
Application Process
- Application & CV Screening.
- First stage interview with Kudos CEO.
- Second stage interview with Kudos Board Directors (FIM CEO, & FIM Asset CEO/Head of HR).
- As part of this interview process, you will be required to complete a case study assessment & profiling assessment.
Head of Service Delivery in London employer: Kudos Services
Contact Detail:
Kudos Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Delivery in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the facilities management sector, especially those who know Kudos. A friendly chat can lead to insider info about the role and even a referral.
✨Tip Number 2
Prepare for the interview by diving deep into Kudos' values and mission. Show us how your experience aligns with our commitment to high-quality service delivery and operational excellence.
✨Tip Number 3
Practice your case study skills! Since you'll need to complete a case study assessment, brush up on your analytical and strategic thinking. We want to see how you tackle real-world challenges.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in joining our team at Kudos.
We think you need these skills to ace Head of Service Delivery in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Service Delivery role. Highlight your experience in service delivery, operational excellence, and leadership. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for Kudos. Share specific examples of your achievements in facilities management and how you can drive high-quality service delivery.
Showcase Your Leadership Skills: As a senior leader, we’re keen to see your leadership style. In your application, mention how you've developed teams and driven performance improvements in previous roles. We love a good success story!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, it shows you’re serious about joining our team at Kudos!
How to prepare for a job interview at Kudos Services
✨Know Your Stuff
Make sure you thoroughly understand the role of Head of Service Delivery. Familiarise yourself with key concepts like CAFM, Helpdesk operations, and PPM planning. Being able to discuss these topics confidently will show that you're serious about the position.
✨Showcase Your Leadership Skills
Prepare examples of how you've led teams in the past, especially in high-pressure environments. Highlight your experience in driving operational efficiency and continuous improvement, as this is crucial for the role. Be ready to discuss how you foster accountability and develop talent within your teams.
✨Understand the Company Culture
Research Kudos' values and mission. Be prepared to explain how your personal values align with theirs. This will demonstrate that you're not just a fit for the role, but also for the company culture, which is important for long-term success.
✨Prepare for Case Studies
Since you'll be required to complete a case study assessment, practice analysing scenarios related to service delivery and operational challenges. Think about how you would approach problem-solving and decision-making in real-world situations relevant to the healthcare sector.