Service Delivery Manager

About us

The UCL Estates Operations team manages a property portfolioof of over 645,000m2 of diverse real estate on behalf of UCL, supporting over 48,000 student’s and nearly 15,000 staff.

UCL Estates has a 24/7 service through the Direct Labour Operative team to provide around-the-clock cover for maintenance and repairs issues across the whole UCL campus. The Estates Direct Labour Operative (DLO) team provides a comprehensive on-call service both responding to emergencies but also undertaking works where access is a problem during normal hours.

With the University becoming more commonly used out of normal study and research times, there is an increase in the number of emergencies and equipment breakdowns that the maintenance team are required to attend to.

About the role

This is an exciting opportunity to join the DLO Maintenance Operations team as a Service Delivery Manager.
In this role, you will 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 enable optimize services delivery. You will have two direct reports in this role, and will lead the Service Delivery and Technical Coordinator teams. You will provide innovation, leadership, business development and industry best practice to the team as well as the wider business, creating a working environment that encourages and champions knowledge sharing.

You will also be involved in the day-to-day operations, customer liaison, training, compliance and Health and Safety. You will also be working collaboratively with the management team to implement policies, procedures, maintain records, provide monthly reporting, HR support as well as working with the engineering teams.

Further details can be seen in the attached Job Description and Person Specification.

About you

For this role, you will need previous experience as a Facilities Manager, working within a Facilities department and a recognised Health and Safety qualification (IOSH/NEBOSH). You will also need BIFM 3/ILM equivalent or equivalent mid management experience, as well as experience leading teams, providing coaching and development to team members.

You should have negotiation skills, procurement, tendering and commercial experience, excellent attention to detail, and be able to work independently under broad direction. You will be a strong communicator, able to deal effectively with people at all levels, and provide subject matter guidance to department managers and colleagues in a supportive, interactive fashion. You’ll be confident and organised individual with the ability to work under pressure. Additionally, you have experience implementing policies and procedures with Logical, common-sense approach to problem solving and resource management.

What we offer

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.