Service Delivery Manager

Service Delivery Manager

Contract: Professional Services, Production & Technology

Location: Bolton, BL5 1ED

Hours of work: 40

Contract Type: Permanent

We are seeking a Service Delivery Manager to take full responsibility for the daily operation and management of ISS employees on the client’s site, ensuring that all operations and processes align with customer needs and ISS standards.​

Acting as the Senior Point of Contact (SPOC), you will drive service excellence and ensure the delivery of high-quality facilities management services.

Job Description

We are looking for an experienced professional with a strong Facilities Management (FM) background, ideally with a Hard FM or technical bias, who can lead multi-service teams within a small account environment.​

You will leverage a deep understanding of the customer’s business to create value, while supporting customer retention and growth.

Key Responsibilities

Oversee full site operations, ensuring delivery against KPIs, SLAs, and service performance standards

Ensure compliance with all operational, service, and HSEQ requirements, including safe systems of work

Lead and manage engineering and cleaning teams, including staffing structures and resource allocation

Drive adherence to OPF and service excellence standards

Take ownership of cost control, including labour and resource utilisation

Manage budgets and support P&L performance

Act as the Senior Point of Contact for client and internal stakeholders

Maintain structured account management practices, including CRM usage and account planning

Professional and Personal Competencies/Qualifications

Strong FM background, ideally with Hard FM / technical expertise (engineering, maintenance, compliance)

Experience managing multi-service teams (~35 staff) within a small account

IOSH or NEBOSH qualification

Proven ability to lead, motivate, and develop teams

Experience with HSEQ processes, including RAMS, SOPs, and COSHH assessments

Knowledge of ISO audits and compliance standards

Experience in budgeting, financial management, and performance reporting

Strong stakeholder management and supplier management experience

Proficiency in Microsoft Office and administrative systems

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. #Becomewhoyouwant, #Bepartofsomethingbigger,

#aplacetobeyou,

#facilitiesmanagement

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.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.

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

If you have any further queries regarding this role, please contact the Resourcing Team by emailing View email address on findajob.dwp.gov.uk

Proud member of the Disability Confident employer scheme

Disability Confident

About Disability Confident

A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .