Service Delivery Manager in Bicester

We are now seeking a Service Delivery Manager to join our team at St Davids and St Georges Barracks, Bicester. In this pivotal role, you will take overall responsibility for the day‑to‑day management, coordination and delivery of catering and operational services across designated and affiliated sites, ensuring compliance with contractual requirements, operational standards, service level agreements and KPIs.

You will be responsible for the delivery and commercial performance of both Junior Ranks Pay As You Dine (PAYD) catering facilities at Bicester, ensuring consistently high standards of food quality, customer service and operational excellence across both locations. A significant focus of this role is the successful management of the catering operation, ensuring food quality, customer satisfaction and commercial performance through effective food margin management, menu planning and specification, recipe and menu costing, stock control, purchasing and waste reduction. You will be responsible for achieving financial targets while maintaining high standards of food safety, service delivery and operational excellence.

Working as part of a multi-skilled team on a rotational shift pattern, you will lead the delivery of exceptional guest services, manage budgets and operational performance, support service growth to meet client and commercial objectives, and develop front‑line colleagues while championing Sodexo's values and collaborative approach to service delivery.

What you'll do:

• Manage the day-to-day operation of both Junior Ranks PAYD catering facilities at Bicester, ensuring high standards of food quality, customer service, compliance and financial performance.
• Manage the site shop within the JRD.
• Lead the day-to-day delivery of catering services, ensuring high standards of food quality, presentation and customer satisfaction.
• Manage food gross profit margins through effective menu engineering, menu costing, portion control, pricing and waste reduction initiatives.
• Develop, review and implement menu specifications, recipes and food costings that deliver commercial targets while meeting customer expectations and contractual requirements.
• Monitor food costs, labour costs and operational performance, identifying opportunities to improve profitability and efficiency.
• Manage food purchasing, supplier relationships and procurement to ensure value for money while maintaining quality and availability.
• Take ownership of stock management, including ordering, stock rotation, stock takes, inventory reconciliation and stock variance investigations.
• Ensure robust stock control procedures are maintained to minimise waste, maximise profitability and maintain accurate stock records.
• Contribute to service growth while maintaining effective budgetary and cost control.
• Improve operational performance through promotional activity, retail initiatives and marketing campaigns.
• Ensure faulty or defective equipment is made safe, removed from use and reported promptly.
• Monitor and report the performance of service partners and contractors, including waste, laundry, tailoring and window cleaning, ensuring service level agreements are met.
• Handle information with discretion and strict confidentiality, ensuring compliance with data protection legislation and contractual requirements.
• Ensure daily service standards are delivered in line with service level agreements, contractual requirements and Sodexo service standards.
• Manage the day-to-day operational delivery of on-site service partners and complete all associated procedures.
• Provide the Site Administrator with daily accounting documentation and operational requests relating to new starters and security.
• Welcome and assist visitors and guests, ensuring adherence to all local site rules.
• Carry out any other reasonable duties as requested by management.

Accountabilities

• Leadership and people: Role model Sodexo's values to drive employee engagement and team performance through effective communication and the application of HR policies and procedures. Lead, motivate and develop catering and operational teams to deliver exceptional customer service and operational excellence. Foster a culture of continuous improvement, accountability and collaboration.
• Risk, governance and compliance: Ensure compliance with procedures relating to cash, stock, property, information and data. Ensure all catering operations comply with Food Safety legislation, HACCP, allergen management and company policies. Maintain compliance with all contractual, legal and statutory requirements.
• Financial management: Contribute to the financial performance of the business through effective resource management and cost control. Drive the commercial performance of both PAYD catering facilities by effectively managing food gross profit margins and operational costs. Produce and monitor menu costings, recipe specifications and food cost percentages to ensure financial targets are achieved. Manage catering budgets, purchasing and supplier costs to maximise value for money. Control stock levels through effective ordering, stock rotation, inventory management and regular stock takes. Identify opportunities to reduce food waste, improve efficiencies and increase catering and retail sales.
• Relationship management: Deliver excellent guest services, build and maintain strong relationships with clients, customers, suppliers and stakeholders, and resolve concerns or complaints effectively.
• Operational management: Ensure compliance with all legal, regulatory and company requirements, including the quality management system. Oversee catering operations across both PAYD facilities, ensuring menu specifications, food quality, stock control, financial performance and service delivery standards are consistently achieved.
• Service excellence: Drive service excellence across the operational business area, ensuring brand integrity, quality, compliance, corporate social responsibility and Sodexo service standards.
• Continuous development: Identify opportunities to improve efficiencies, optimise menu performance, strengthen food margins, increase sales and reduce operational and food costs. Support innovation by introducing new menu ideas, promotional activities and initiatives that enhance the customer experience and commercial performance.

What you bring:

Essential:

• Experience in a management role within the catering, hospitality or Soft FM service industry.
• Proven experience managing commercial catering operations with responsibility for food margins, menu costing, menu specifications and stock control.
• Strong understanding of food gross profit management, recipe costing, food purchasing, stock management and waste reduction.
• Experience managing catering budgets and delivering financial performance through effective cost control.
• Experience managing supplier relationships and food procurement.
• People management experience, including recruitment, training, performance management and disciplinary and grievance procedures.
• Strong numerical, interpersonal and communication skills, with the ability to communicate effectively both verbally and in writing.
• Sound knowledge of Health & Safety and Food Safety requirements.
• Ability to make independent decisions and work effectively on your own initiative and as part of a team.
• Strong attention to detail and commitment to maintaining high standards.
• Ability to analyse problems, identify opportunities and implement innovative solutions.

Desirable:

• Working knowledge of Kronos and UDC Payroll.
• Health & Safety qualification equivalent to IOSH Managing Safely.
• Food Safety qualification equivalent to CIEH Level 3.
• Experience using catering stock management and EPOS systems.
• Experience managing high-volume contract catering or Defence catering operations.

What we offer:

Working with Sodexo is more than a job; it's a chance to be part of something greater. You'll belong in a company and team that values you for you, act with purpose and make an impact through your everyday actions, and thrive in your own way. In addition, we offer:

• Mental health & wellbeing support
• Employee Assistance Programme for personal, legal and financial advice
• 24/7 virtual GP & lifestyle rewards
• Discounts for you and your family
• Financial tools & retirement plan
• Cycle to Work & Paid volunteering day