KINGDOM SERVICES GROUP

JOB DESCRIPTION – DELIVERY MANAGER

Reporting To: Account Director
Location: Field Based / North West with travel as required
Employment Type: 46hours per week, 4 on 3 off - 07:00am - 18:30pm  /  1 in 4 Weekends

ABOUT KINGDOM SERVICES GROUP

Kingdom Services Group is one of the UK’s leading providers of specialist services including security, cleaning, recruitment, training, and facilities support. With a strong national presence and a people-first culture, we are committed to delivering service excellence, operational efficiency, and customer-focused solutions across a diverse portfolio of clients.

At Kingdom, we believe in delivering service with care. Our values are built around professionalism, accountability, innovation, and supporting our colleagues to succeed.

ROLE PURPOSE

The Delivery Manager is responsible for overseeing the operational delivery of services across a designated portfolio of contracts and client locations. The role focuses on maintaining exceptional service standards, strengthening client relationships, ensuring compliance, and driving operational performance.

The successful candidate will act as a key operational leader, supporting field teams, improving service delivery, resolving escalations, and ensuring that all contracts operate efficiently, safely, and in line with company expectations.

This is a fast-paced role requiring strong communication, organisation, leadership, and problem-solving skills.

KEY RESPONSIBILITIES

Operational Delivery

• Manage and oversee the daily delivery of services across assigned contracts and locations.
• Ensure all operational activities are delivered in line with contractual agreements, company standards, and customer expectations.
• Conduct regular site visits, audits, inspections, and service reviews.
• Monitor KPIs, service levels, staffing performance, and operational metrics.
• Identify opportunities for service improvement and implement corrective actions where required.
• Ensure all incidents, complaints, and escalations are handled professionally and resolved promptly.
• Support mobilisation and transition of new contracts and operational changes.

Client Relationship Management

• Build and maintain strong working relationships with clients and stakeholders.
• Act as the main point of contact for operational matters and service escalations.
• Deliver a professional, proactive, and customer-focused service.
• Attend client meetings and provide operational updates and performance reports.
• Ensure customers feel supported, informed, and valued at all times.

Team Leadership

• Support and guide operational teams to achieve high performance and service excellence.
• Promote a positive culture aligned with Kingdom values.
• Assist with recruitment, onboarding, training, coaching, and development of colleagues.
• Conduct performance reviews, appraisals, and support performance improvement plans.
• Provide leadership and support during operational challenges and investigations.

Compliance & Health and Safety

• Ensure all operations comply with company procedures, legislation, and industry regulations.
• Maintain accurate records, reports, audits, and compliance documentation.
• Promote a culture of safety, accountability, and professionalism.
• Support investigations into incidents, complaints, accidents, and disciplinary matters.
• Ensure all teams adhere to safeguarding, health and safety, and company compliance standards.

Continuous Improvement

• Identify and implement operational improvements and efficiencies.
• Support innovation and best practice across contracts.
• Use operational data and reporting to drive informed decision-making.
• Encourage collaboration and continuous development across teams.

PERSON SPECIFICATION

Essential Experience & Qualifications

• Minimum 3 years’ experience in an operational, service delivery, or management role.
• Experience managing teams within a fast-paced service-led environment.
• Strong customer service and stakeholder management experience.
• Full UK driving licence.
• Competent in Microsoft Office applications.
• Excellent written and verbal communication skills.

Desirable

• Experience within security, facilities management, retail, or contract services.
• Leadership or management qualifications.
• Experience working with KPIs and operational reporting.

KEY SKILLS & COMPETENCIES

• Strong leadership and organisational skills.
• Excellent communication and relationship-building abilities.
• Ability to work under pressure and manage competing priorities.
• Professional and confident decision-maker.
• Strong attention to detail and problem-solving capability.
• Commercial awareness and operational understanding.
• Ability to motivate, engage, and support teams.
• Proactive, adaptable, and solutions-focused approach.

VALUES & BEHAVIOURS

The successful candidate will demonstrate:

• Integrity and professionalism.
• Accountability and ownership.
• Commitment to delivering service excellence.
• Respect and support for colleagues and customers.
• A collaborative and positive attitude.
• A continuous improvement mindset.

WHAT WE OFFER

• Competitive salary.
• Company vehicle or travel allowance (where applicable).
• Career development and progression opportunities.
• Ongoing training and support.
• Pension scheme.
• Employee recognition programmes.
• A supportive and inclusive working environment.

EQUAL OPPORTUNITIES

Kingdom Services Group is an equal opportunities employer. We are committed to creating a diverse and inclusive workplace where everyone is treated with dignity and respect.

Contact information

Natalie Kavanagh