Job Description

Service Delivery / Helpdesk Manager (Facilities Management)
PCD330160

The Role

As the Service Delivery Manager, you will oversee the daily performance of the Helpdesk and Compliance teams, ensuring that service operations run smoothly and clients receive an efficient, compliant, and high-quality experience.
You will work closely with Account Managers, the organisation Manager, and senior leadership to ensure communication and coordination between teams are seamless. This role offers the opportunity to lead from the front - driving improvement in processes, compliance, and customer experience.

About You

We are looking for a confident and organised leader who thrives in a dynamic, service-led environment. You will have a strong background in facilities management and a natural ability to coordinate teams, systems, and clients.

Essential:
Experience within Facilities Management, ideally in service delivery, operations, or helpdesk management.
Strong industry understanding - M&E maintenance / FM compliance.
Proven experience managing or developing helpdesk or planning teams.
Proficient with CAFM systems and productivity suite (especially spreadsheet application).
Excellent communication, organisation, and problem-solving skills.
Ability to work under pressure and manage multiple priorities.

Desirable:

Experience managing ISO accreditations or audits.
Knowledge of SFG20 standards, statutory compliance, or FM best practice.
Experience producing client reports and managing KPIs.
What’s on Offer
Salary: £58,000 - £65,000(depending on experience)
25 days holiday + bank holidays
Career development and training opportunities
Modern office with on-site parking
Supportive, people-focused working culture

Key Responsibilities:

Lead, mentor, and manage the Facilities Helpdesk and Compliance Coordinators.
Oversee service delivery for reactive, remedial, and planned maintenance works to ensure completion within SLAs.
Ensure consistent communication between engineers, planners, and clients.
Manage compliance tracking, reporting, and statutory documentation.
Maintain client portals and ensure all data is accurate and up to date.
Produce regular management and performance reports.
Act as the lead for CAFM systems - setup, reporting, and training.
Support company accreditations including ISO 9001, 14001, and 45001.
Drive service improvements and identify opportunities for operational efficiencies.

Location:
Brentwood, Essex

Salary/Rate:
£58,000 - £65,000 /annum