Service Delivery Manager in Newcastle upon Tyne

About The Company:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering. Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

• Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.
• Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.
• Retail Perks: With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.
• Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!
• Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

About The Role:

We are currently recruiting for an experienced Service Delivery Manager to join our Home Office contract, covering the North East from Newcastle to Hull, with regular travel into Scotland. The successful candidate will oversee the day-to-day performance of a regional mobile engineering team, ensuring planned and reactive maintenance is delivered safely, efficiently and in accordance with contractual service levels.

Key Responsibilities

• Manage and supervise a regional mobile engineering team, with responsibility for approximately 15 engineers.
• Ensure planned and reactive maintenance is completed safely, on time and to the required quality standards.
• Monitor operational performance against contractual KPIs and SLAs.
• Manage selected contracts and build effective relationships with clients and key stakeholders.
• Coordinate with the Helpdesk to ensure tasks are allocated, completed and fully closed out.
• Ensure job sheets, compliance records and supporting documentation are clear, complete and accurate.
• Coach and develop engineers, addressing performance issues and promoting continuous improvement.
• Act as the first point of escalation for Account Managers, Contract Managers, clients and the Helpdesk.
• Manage subcontractor performance, ensuring work meets contractual, safety and quality requirements.
• Investigate technical and operational issues and implement effective resolutions.
• Support contract meetings, operational reviews and performance reporting.
• Promote a proactive, first-time-fix approach wherever work falls within the team’s capabilities.
• Manage competing priorities and deliver effectively against tight deadlines.

Essential Hiring Criteria

• Applicants must have the right to work in the UK.
• A relevant technical or trade qualification.
• Facilities management or building-services experience.
• Previous experience supervising engineering or maintenance teams.
• Strong understanding of technical-services infrastructure.
• Experience delivering planned and reactive maintenance.
• Strong subcontractor-management experience.
• Good commercial understanding of FM contracts and operational requirements.
• Sound knowledge of health and safety, environmental and quality-assurance procedures.
• Experience using CAFM systems.
• Good Microsoft Office and general IT skills.
• Excellent written and verbal communication skills.
• Strong problem-solving, planning and decision-making ability.
• Confidence representing the region at client and contract meetings.
• Ability to influence stakeholders, manage expectations and retain ownership of issues through to resolution.
• Full UK driving licence and flexibility to travel between Newcastle and Hull, as well as into Scotland.
• Willingness and ability to obtain the required Home Office security clearance.

Personal Attributes

• Strong leadership skills with the ability to set clear standards for the team.
• Highly motivated and able to work autonomously.
• Commercially aware and client-focused.
• High attention to detail.
• Methodical and procedure-driven approach to problem-solving.
• Calm and patient communication style.
• Collaborative approach when working across different teams and organisations.
• Good understanding of client priorities and business drivers.
• Adaptable and flexible in response to changing operational requirements.
• Positive, proactive and solutions-focused attitude.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.