The NMN was set up in 2018 to manage all hard services PPM and reactive work for the DWP contract, due to the success of the NMN averaging 95% SLA for PPM each month and 93% Reactive SLA each month, we have been awarded significant Mitie contracts to deliver.
Within the NMN, the Service Delivery team will, using the latest scheduling software (Click), manage the delivery of hard services PPM & reactive works allocated to the NMN for delivery.

Job Overview
The  Service Delivery Manager will be responsible for the functional management of the team who will, using engineering resources and external suppliers as appropriate, ensure that all of our customers' requests are responded to within their agreed SLA. Schedulers working pattern is Monday to Friday working on a shift rotation between 7am and 7pm. Current shifts are 7am-3.30pm, 8am-4.30pm and 10.30am-7pm (These are subject to change). This role is based in our offices near Birmingham International airport and a 5 minute walk from the International train station

Main Duties

• To ensure the PPM team meets stringent delivery targets and is recognised as delivering best practice by our customers and internal organisation, flexing to meet changes as further contracts or services are brought into the overall solution.
• Be accountable for service delivery in MAXIMO/MAS
• KPI monitoring to ensure that all activity is appropriately scheduled, and managed to completion within contracted SLA/KPIs.
• Be responsible for the day to day management of the team Leaders, ensuring that they are fully supported and enabled to deliver required targets.
• Develop and maintain strong relationships with performance and contract management teams of contracts supported by the NMN, by regular calls, meetings and other activity to ensure continued positive engagement with the customer base.
• Ensure all key processes have contingency plans in the event of any incident affecting the delivery of service, such that engineers and colleagues can continue to deliver to the customer.
• Act as an escalation point taking ownership of issues and concerns raised within the team or by customers and ensuring that they are managed to a successful conclusion.
• Regularly and in conjunction with operational staff review subcontractor performance to make sure that they are supporting the required standards.
• Understand the contract requirements and to communicate/provide guidance and direction to direct reports, field engineers and subcontractors, to ensure contract compliance specifically in relationship to KPI's and understanding of the FM services.
• Be prepared to work on relevant contracts, projects and initiatives at short notice to support the needs of the business.

What we are looking for

• Previous experience of the overall management of a Service Delivery Team, or similar.
• FM experience is preferred but not essential. 
• Strong technical knowledge of Scheduling software and/or practices.
• Comfortable operating in a fast paced changing environment.
• Excellent communication skills and stakeholder management.
• Proven record managing, developing and leading teams.
• Proven track record in delivering services within agreed contract SLAs/KPIs in an efficient and cost effective manner.
• Able to plan strategically within an outsourced service environment.
• Please note this position is dependent upon the successful candidate passing SC security clearance.