Service Delivery Manager

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Why choose us? 

Choosing to work for SMS means choosing to make a difference. We are changing how businesses and consumers use energy for the better, helping achieve a greener, sustainable, and more affordable energy system for everyone. Through our range of innovative energy solutions, we are delivering the future of smart energy – working closely with private and public sector partners we are playing a critical role in transforming and decarbonising the UK economy by 2050.  

What's in it for you? 

• 25 personal holiday days per year (with additional 8 public holidays) increasing to 30 personal days after 5 years of service (includes options to buy and sell) 
• Hybrid working options. 
• Enhanced Maternity leave. Paternity and Adoption leave. 
• 24/7 free and confidential employee assistance service. 
• Medicash health plan offers a wide variety of benefits from cashback on everyday healthcare treatments like optical, dental and physio treatments. Discounted gym memberships and free 24/7 online GP. 
• Life Insurance (4 x annual salary) 
• Pension matching scheme (up to 5% of salary) 
• Developing our people is important to us - we support and encourage development by offering internal and external accredited courses, secondments and study support. 

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What's the role?

The Service Delivery Manager is responsible for ensuring the successful execution of utility services projects, managing a range of single and multi-utility service packages such as volume infrastructure rollouts, renewable energy, turnkey solutions, and strategic development sites. This role will drive client satisfaction, manage teams, and support business objectives while ensuring the efficient and effective delivery of services across the UK.

Key Responsibilities:

• Client Satisfaction: Drive both internal and external client satisfaction through effective project management, communication, and relationship-building.
• Cultural Leadership: Foster a culture where employees and clients are at the heart of the business, creating a positive and productive environment.
• Recruitment and Team Building: Recruit staff who align with the Company’s values, and ensure teams are adequately trained and competent to perform their tasks.
• Coaching and Performance Management: Conduct regular 1:1 meetings, annual reviews, team meetings, and manage performance to ensure staff meet established KPIs and expected behaviours.
• Monitoring and Reporting: Monitor employee performance, ensuring adherence to KPIs, legislation, and company policies. Report performance regularly.
• Data Management and Compliance: Ensure all project and client data is recorded in the relevant Company systems and that GDPR compliance is maintained.
• Policy Adherence: Ensure adherence to all company processes, procedures, and policies throughout project delivery.
• Team Motivation: Continuously motivate teams to achieve KPIs and maintain low turnover, absence, and high performance.
• Project Progress Tracking: Track and update project progress using systems, databases, and management tools to ensure projects stay on schedule and within budget.
• Client and Stakeholder Communication: Represent the company in client meetings, providing project updates and advice on technical and commercial aspects. Maintain strong relationships with service providers.
• Financial Oversight: Assist with the Utility Services department's profit and loss account. Ensure timely invoicing and secure appropriate PO cover from clients.
• Documentation and Process Improvement: Ensure work processes are properly documented, maintained, and implemented consistently. Foster a culture of continuous improvement.
• Safety, Health, Environmental, and Quality Systems: Embrace and enforce the company’s safety, health, environmental, and quality systems in project deliver.

To be considered for this role, we would love you to have:

• A Degree in a related discipline/proven experience in utility services.
• Workload Management: Effectively manage own workload, delegating tasks as appropriate and offering support where needed.
• Self-Development: Demonstrable approach to personal development, seeking out opportunities for growth and learning.
• Resilience: Ability to remain resilient and responsive to change in a dynamic work environment.
• Extensive experience in managing utility services projects, including infrastructure rollouts and renewable energy projects.
• Strong leadership skills with experience in team coaching, recruitment, and performance management.
• Excellent communication skills, with the ability to engage clients, internal teams, and external service providers.
• Experience managing budgets, resources, and project timelines to meet financial objectives.
• Knowledge of relevant industry standards.
• Understanding of safety, environmental, and quality management systems.

All of our roles are based on 40 hours per week, with a 30 minute unpaid break for lunch.

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