Service Delivery Manager

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Location: Greater London

Reporting to: Head of Service Delivery

Bellrock Property & Facilities Management Ltd provides specialist risk focussed workplace management and property management services to a wide range of complex and sophisticated clients throughout the UK. Operating in the corporate, healthcare, education, retail & leisure and local authority & central government sectors, we create and implement bespoke solutions to improve the performance and value derived from non-core activity.

As part of our continued growth, the opportunity has arisen for the Service Delivery Manager based in Greater London. The SDM is responsible for the contractual and commercial relationships with LGIM clients/agencies. This role will give support to that team by coordinating activity, generating information and dealing with immediate issues. The SDM will be responsible for a cluster of sites that will be geographically arranged.

Key Accountabilities:

Main duties are broken into 6 key sectors for the role.

Customer Communications

  • Management of the contract and relationship from a site/portfolio perspective.
  • Interface with occupiers and key stakeholders
  • Occupier liaison and service management
  • Deliver comprehensive site by site MI reporting information to key stakeholders
  • Delivery of management reporting analytics Validation of life cycle programme
  • Management of asset strategy per portfolio and development of Asset Management Plans.
  • Measure and monitor satisfaction across your portfolio and provide detailed reporting and analysis on satisfaction trends together with improvement plans.
  • Manage and measure key active objectives are on target.

Commercial activity

  • Manage the portfolio operational performance P&L.
  • Manage and measure the budget forecasting and reforecasting process for your portfolio
  • Deliver  cost efficiencies

Contract performance data and information

  • Manage, measure and deliver contract specific MI and reporting data for the client organisation
  • Delivery of supplier performance monitored  through the balance scorecards
  • Manage supply chain to deliver service excellence and account profitability.
  • Manage contract specific KPI’s ensuring adherence and quality management.
  • Ensure and improve the delivery of service excellence across the portfolio through maximising efficiency and effectiveness, actively sharing best practice across contracts and seeking opportunities for profit improvement and profitable organic growth.
  • Ensure efficient management of the contract’s resources; employees, fleet, suppliers and subcontractors.

Leadership, people and contract restructure

  • Deliver a collaborative team ethos
  • Lead on succession planning for the contract and contribute to succession planning
  • Ensure a culture of compliance

Risk Management

  • Carry out initial risk management review across the contract and ensure all key mitigations form part of the contract risk plan
  • Carry out full HSQE activity review and identify areas for improvement
  • Set up a comprehensive risk management review program for the contract

Supply chain performance management

  • Manage the supply chain for your portfolio against the Bellrock Performance Relationship Program.
  • Ensure performance meets the required gold standard levels and drive improvements into the wider PRP program


  • Be accountable for customer experience scores and occupier/Tenant relationships at tactical/ operational level;
  • Work with the CB to implement Asset Operation /Lifecycle Plans at local level;
  • Be responsible for Facilities Management and Health & Safety (H&S) activity via the supply chain;
  • Have authorisation to spend in line with the overall delegation of authority and Service Charge Budgets;
  • Be responsible for identifying investment opportunities/risks via day-to-day relationships with occupiers and the supply chain within/around assets;
  • Delivery of management reporting and analytics;
  • Occupier liaison and service management
  • Member of the Fund Alliance Board
  • Have a facilities management background with a minimum of 3 years’ experience and strong customer service credentials.

Core Qualities & Attributes:

  • IOSH Managing Safety Certificate
  • Excellent communicator
  • Analytical skills and basic IT skills, such as Word, Excel
  • Experienced Service Management professional
  • Experience of managing 3rd parties and 3rd party delivered services
  • Have or working towards IWFM 3, ILM level 3 in leadership and management or equivalent

Min 3 years in a multi-site management role in operations preferred

In return Bellrock are offering a competitive salary, plus car allowance. Working hours are Monday – Friday based on 37.5 hours per week and 25 days holiday per year + bank holidays.

In addition to this Bellrock also offers the successful candidate employer contributed pension scheme and a Company Retail Discount Scheme.

If you are interested in applying, please submit your CV and covering letter via the link or directly to



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