Service Delivery Director

An established national compliance services provider is seeking an experienced Service Delivery Director to lead and optimise its UK-wide water hygiene service operations.

The role offers the opportunity to take full accountability for service performance, operational efficiency and customer satisfaction across a large, geographically dispersed workforce supporting blue-chip and public sector clients.

This is a hybrid role requiring a presence in their head office based in Ross-on-Wye and national travel to sites as required.

Reporting into a senior operations leadership position, the Service Delivery Director will be responsible for the organisation, leadership and performance of national service delivery and centralised scheduling functions.

The role oversees a workforce of 300+ technicians, risk assessors and remedial teams, delivering in excess of 12,000 planned compliance visits per month across healthcare, facilities management, local authority and commercial environments.

Key to success will be the ability to balance strategic leadership with hands-on operational control in a fast-paced, regulated setting.

Responsibilities:

• Lead national service delivery and centralised scheduling functions
• Drive operational efficiency, productivity and margin improvement
• Oversee workforce planning, engineer deployment and scheduling accuracy
• Partner with regional leadership to ensure consistent, compliant service delivery
• Act as a senior escalation point for key clients and contracts
• Support tenders, mobilisations and commercial initiatives
• Ensure health, safety, quality and regulatory compliance across operations
• Develop and report KPIs to senior leadership and board level
• Lead continuous improvement and digital transformation initiatives

The successful candidate will be a commercially minded, people-focused leader with strong experience delivering complex field-based services within a regulated environment.

• Senior leadership experience in service delivery, operations or compliance
• Background in water hygiene/ water treatment or a similar background (FM, Maintenance etc)
• Proven management of large, multi-site field service teams (200+ engineers)
• Strong understanding of compliance, legislation and risk management
• Experience working with major, multi-site clients (healthcare, FM, public sector or commercial)
• Strong financial and operational decision-making capability

• Salary up to 65,000 dependent on experience
• Company car or car allowance
• Pension and healthcare benefits
• 25 days annual leave plus bank holidays
• Long-term development opportunities within a growing national organisation
• Performance-related bonus

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