Service Delivery Manager

UCL; West Midlands; On-site; GBP 35,000 - 65,000; Full time

Job description

About us

The UCL Estates Operations team manages a property portfolio of over 645,000m2 of diverse real estate on behalf of UCL, supporting over 48,000 students and nearly 15,000 staff. Managing an in-house UCL workforce of 250 staff with a contractor workforce of over 1000, the primary function of the Maintenance division is to provide all Facilities Management services including cleaning, security, and maintenance.

About the role

Drive consistency in business performance across the CI&O (Maintenance Operations) department by effectively managing and controlling business reports and information systems, and manage the administrative function to optimize services delivery.

Be the figurehead for all CI&O (Maintenance Operations) communications to UCL and externally to ensure a consistent message is communicated.

Maximize the combined output of the service providers by managing and coordinating outputs.

To liaise and coordinate with the CI&O (Maintenance Operations) Helpdesk and the flow of information for all KPIs and SLAs within the department to maximize performance reporting and ensure all reports are effective and suitable. Drive all CI&O (Maintenance Operations) information and documentation through the correct platform e.g. MyCampus, Sharepoint, Planet, S drive.

Lead the Service Delivery team and Technical coordinators team (2 direct reports) providing innovation, leadership, business development, and industry best practice to the team as well as the wider business. Create a working environment favorable to learning and knowledge sharing.

Manage the performance, improvement, and monitoring of service providers, projects, and related Operations activities at UCL, ensuring that contracted requirements are met and delivered within time, budget, and quality.

Ensure that all works undertaken are in full compliance with all appropriate legislation and in accordance with UCL's processes and procedures.

About you

• Educated to Higher National Diploma in a relevant subject or to A Level standard.
• Member of a relevant professional institution.
• Recognised H&S qualification (IOSH / NEBOSH).
• BIFM 3/ILM equivalent or equivalent mid-management experience.
• FM experience in a facilities department.
• Lead with strength and credibility, demonstrating authority and accountability for actions, decisions, and effective functioning of the team.
• People management experience including the coaching and development of team members.
• Create vision and strategic partnerships, implement organisational and departmental vision at an operational level, define and set direction accordingly.
• Coordinate activities and focus the team on goals and objectives; monitor progress of the team towards agreed goals and take corrective action if/when needed.
• Excellent written and verbal communication skills.
• Negotiation skills and commercial acumen.
• Motivated and organised with a desire to improve performance and deliver exceptional results.
• Able to work under pressure and to deal with multiple priorities and deadlines.
• Strong attention to detail and able to operate independently under broad direction.
• Optimise services and resources demonstrating awareness of financial issues affecting the organisation, analyse financial implications before taking decisions.
• Procurement, tendering, and commercial experience.
• Able to interface and effectively communicate at all levels of the organisation.
• Able to advise and provide subject matter guidance to department managers and colleagues in a supportive, interactive fashion.
• Customer-focused showing tact and diplomacy.
• Logical, methodical, common-sense approach to problem solving and resource management.
• Excellent judgement with the ability to prioritise effectively.
• Focused on deliverables.
• A positive, self-motivated 'Can do' attitude.
• Enthusiastic, confident, self-motivated.
• Ability to accept change with a flexible attitude to work.
• Able to advise and guide colleagues in a supportive and interactive fashion.
• Able to motivate staff and contractors to perform to the highest standard.

What we offer

As well as the exciting opportunities this role presents, we also offer some great benefits, some of which are below:

• 41 Days holiday (including 27 days annual leave, 8 bank holidays, and 6 closure days)
• Defined benefit career average revalued earnings pension scheme (CARE)
• Cycle to work scheme and season ticket loan
• On-site nursery
• On-site gym
• Enhanced maternity, paternity, and adoption pay
• Employee assistance programme: Staff Support Service
• Discounted medical insurance

Our commitment to Equality, Diversity and Inclusion

As London's Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world's talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL's workforce. These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women. You can read more about our commitment to Equality, Diversity and Inclusion here.