Service Delivery Manager - Sub Dispatch


Company:	ISS Facilities Services
Hours:	Full-time
Location:	Birmingham (West Midlands), B37 7YE
Working pattern:	On-site
Job type:	Contract
Posting date:	16 Sept 2026
Closing date:	16 Oct 2026

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Summary

Contract: Key Account Network

Location: Birmingham, B37 7YE

Hours of work: 40

Contract Type: Fixed Term Contract - 6 months

We are seeking a Service Delivery Manager - Dispatch to deliver reactive PPM requirements and operational activities within a high-volume work order environment.

The successful candidate will be responsible for ensuring effective service delivery, maintaining high levels of customer satisfaction, and supporting operational excellence.

Job Description

We are looking for a proactive and experienced leader who can oversee service performance, manage stakeholder and supplier relationships, lead service teams, and ensure contractual commitments, SLAs, and KPIs are consistently achieved.

The role requires strong decision-making skills, a customer-focused mindset, and the ability to perform effectively in a fast-paced environment.

Key Responsibilities

Lead and manage day-to-day service delivery and dispatch operations.

Deliver reactive PPM requirements and support operational activities within a high-volume work order environment.

Monitor, manage, and report on SLA and KPI performance, implementing improvements where required.

Build and maintain strong relationships with customers, stakeholders, and suppliers.

Manage service escalations, major incidents, and problem resolution activities.

Lead, coach, and develop service teams to achieve high levels of performance.

Drive continuous improvement initiatives to enhance service quality, efficiency, and customer experience.

Support resource planning, budgeting, service optimisation activities, and ensure compliance with company policies, processes, and industry best practices.

Professional and Personal Competencies/Qualifications

Proven experience in Service Delivery and Operations.

Strong leadership and people management skills.

Excellent communication and stakeholder management abilities.

Strong supplier and stakeholder engagement experience.

Experience using Maximo.

Experience with metrics tracking and performance reporting.

Understanding of FM Soft Services.

Ability to manage priorities, resolve issues, and make informed decisions under pressure.

Customer-focused mindset with a commitment to service excellence.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,

#aplacetobeyou,

#facilitiesmanagement

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com

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Proud member of the Disability Confident employer scheme

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.