Service Delivery Manager - Facilities

Contract: Production

Location: Bolton, BL5 1EE

Hours of work: 40

Contract Type: Permanent

The Technical Facilities Manager is responsible for the daily operation and management of ISS employees on the client site, ensuring that all operations and processes align with customer wishes and ISS standards.

Job Description

As Service Delivery Manager, you will be responsible for overseeing the daily operations and management of ISS employees on the client site, ensuring all processes and services align with both customer expectations and ISS standards.

Acting as the Senior Point of Contact (SPOC), you will develop a deep understanding of the customer’s business and objectives, fostering a strategic partnership that ensures high-quality service delivery, value creation, and long-term client retention and growth.

If you have a strong background in facilities management, excellent customer relationship skills, and a strategic mindset, this role offers a challenging and rewarding opportunity to drive operational excellence and client satisfaction.

Key Responsibilities

• Lead all aspects of customer site management, including team leadership, operations, and financial oversight to ensure profitability and budget control
• Drive a strategic customer focus by organizing customer data in the CRM system, utilising the ISS Account Development Process, and converting business insights into actionable solutions for site operations
• Manage continuous stakeholder engagement, ensuring customer and internal teams are aligned with the account development plan and the customer promise
• Clearly communicate to all team members their role in fulfilling the customer promise, such as demonstrating compliance in service delivery
• Ensure the right competencies are present within the team through recruitment, development, and succession planning
• Optimise and enhance service delivery while maintaining compliance with local laws, industry requirements, and customer/ISS policies
• Foster a healthy, safe, and secure work environment, adhering to Health & Safety legislation and company policies

Professional and Personal Competencies/Qualifications

• Experience with leading and motivating a team
• Relevant education (service, hospitality management, business administration, etc.)
• Experience with service and management (FM industry or experience from serviceindustry and supplier management)
• Experience with administration, budgeting, financial management, reporting and performance management
• Experience with SLA management and KPI reporting
• IT capabilities in MS and for administrative and purchasing purposes
• Resilient and bounces back quickly from setbacks
• Influencing – a natural leader and enjoys having responsibility of others, can sell to others

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. #ISSGreatPeople #ISSTalent #PeopleMakePlace

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

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.