Head of Service Delivery & Strategic Partnerships

Our client is a highly respected specialist contractor delivering electrical compliance, life safety, security and installation services across London and the South East. With a strong reputation for quality, reliability and customer service, they support a diverse portfolio of housing providers, managing agents, commercial clients and construction partners. As part of their continued growth, they are seeking an experienced operational leader to oversee a substantial client portfolio, drive service excellence and strengthen key strategic partnerships.

This senior leadership position carries responsibility for the delivery, commercial performance and governance of a diverse portfolio generating approximately £5m-£10m annual turnover. Working alongside fellow operational leaders and reporting directly to the executive team, the successful candidate will oversee multiple service disciplines including:

• Electrical compliance and testing
• Fire and life safety systems
• Security solutions
• Planned and minor project works

The role combines operational leadership, financial accountability, customer relationship management and team development, ensuring outstanding service delivery across a broad client base.

Key Responsibilities

• Operational Leadership
  • Take ownership of the successful delivery of maintenance, compliance and project services across a multi-client portfolio.
  • Ensure all contracts are delivered safely, efficiently and in accordance with agreed service standards.
  • Provide leadership across operational teams, driving consistency, accountability and continuous improvement.
  • Oversee resource allocation to ensure effective deployment of engineers, supervisors and support teams.
  • Balance planned programmes, reactive works and project activity to maximise productivity and client satisfaction.
• Client Partnership Management
  • Act as the executive sponsor for key strategic customer accounts.
  • Build and maintain strong relationships with senior client stakeholders.
  • Lead regular performance reviews and strategic meetings.
  • Identify opportunities to enhance service delivery and expand existing partnerships.
  • Support customer retention initiatives and long-term contract sustainability.
• Commercial Financial Performance
  • Assume full accountability for portfolio profitability and financial results.
  • Develop annual budgets and support long-term business planning.
  • Monitor revenue, margin performance, forecasting accuracy and cash conversion.
  • Review contract performance and implement corrective actions where required.
  • Ensure projects are commercially managed through planning, delivery and close-out stages.
• Team Leadership
  • Lead and mentor Contract Managers and operational support teams.
  • Foster a positive, performance-focused culture aligned with company values.
  • Support succession planning and employee development initiatives.
  • Drive engagement, accountability and high professional standards across all levels.
  • Conduct regular performance reviews and ensure clear development pathways are maintained.
• Compliance, Quality Governance
  • Ensure compliance with all relevant legislation, regulations and industry standards.
  • Maintain robust health, safety and quality management processes.
  • Oversee risk assessments, method statements and operational controls.
  • Monitor subcontractor performance and ensure contractual obligations are met.
  • Lead investigations, corrective actions and compliance reviews where necessary.
• Business Growth Contract Mobilisation
  • Collaborate with business development teams on new opportunities, renewals and framework submissions.
  • Provide operational input into pricing, resourcing and mobilisation strategies.
  • Support smooth onboarding of new contracts and service transitions.
  • Identify efficiencies and innovation opportunities that enhance client outcomes and profitability.
• Reporting Stakeholder Communication
  • Provide regular operational and financial updates to senior leadership.
  • Present performance against KPIs, budget targets and strategic objectives.
  • Maintain visibility of risks, opportunities and improvement initiatives.
  • Contribute to wider business planning and operational strategy.

Experience Qualifications

• Essential
  • Significant experience leading multi-service technical or compliance contracts.
  • Proven track record managing large customer portfolios with direct responsibility for relationship management.
  • Demonstrable experience overseeing operational budgets and profit-and-loss performance exceeding £5m annually.
  • Strong understanding of service delivery within housing, property services, facilities management or related sectors.
  • Experience managing large operational teams including managers, supervisors, administration staff and field-based engineers.
  • Excellent stakeholder engagement and communication skills.
  • Strong commercial awareness with a results-driven approach.
• Desirable
  • Knowledge of electrical compliance, fire safety systems, security installations or building services environments.
  • Experience working with housing associations, local authorities or large residential property portfolios.
  • Understanding of construction and contractor management requirements.
  • Formal health and safety qualifications such as SMSTS, IOSH or NEBOSH.
  • Experience leading contract mobilisations and managing specialist subcontractor networks.
  • Established industry relationships within London and the South East.

If you are interested in this role, have any questions, or wish to apply then please send us a copy of your CV.