Service Delivery Manager

Ref Number B01-04869 Professional Expertise Estates, Facilities, Accommodation and Safety Department Vice-President (Operations) (B01) Location London Working Pattern Full time Salary £54,172-£63,752 Contract Type Permanent Working Type Hybrid Available for Secondment Yes Closing Date 18-Jun-2025

About us

About Us

University College London (UCL) is one of the world's leading universities, with a vibrant and diverse community of more than 48,000 students and nearly 15,000 staff. Our Estates Operations team manages a dynamic and complex estate of over 645,000m , providing critical facilities services that ensure our teaching, research, and innovation thrive.

About the role

The Opportunity

We're looking for an experienced and driven Service Delivery Manager (Maintenance Engineering/Facilities Management FM) to lead a high-performing team within our Maintenance Operations unit. In this pivotal role, you'll be at the forefront of driving service excellence across UCL's estate-ensuring consistency, compliance, and innovation in everything we deliver.

You'll be responsible for managing key performance metrics, optimising service delivery, and being the central point of communication for the department-both internally across UCL and with external stakeholders. This is your chance to influence how one of the UK's most prestigious institutions operates day to day.

What You'll Do

• Lead the Service Delivery and Technical Coordinator teams with vision and purpose
• Drive consistency across systems, processes, and performance reporting
• Manage service providers, compliance, permits, and customer service initiatives
• Oversee the development of operational and strategic reports
• Champion continuous improvement and innovation across all service areas
• Maintain robust business continuity and safety planning
• Promote a culture of collaboration, accountability, and learning

About you

We're seeking a natural leader with excellent communication and coordination skills, and the ability to work across multiple stakeholders. You'll have:

• A proven track record of leading teams and managing service delivery in a facilities environment
• Strong knowledge of Health & Safety regulations and compliance
• Financial and commercial acumen, with experience managing budgets and reports
• A customer-focused mindset and passion for excellence
• A recognised H&S qualification (e.g., IOSH/NEBOSH)
• At least five years' experience in Facilities Management
• A proactive, 'can-do' approach to leadership and problem-solving

What we offer

As well as the exciting opportunities this role presents we also offer some great benefits some of which are below:

41 Days holiday (including 27 days annual leave 8 bank holiday and 6 closure days)

Defined benefit career average revalued earnings pension scheme (CARE)

Cycle to work scheme and season ticket loan

On-site gym

Enhanced maternity, paternity and adoption pay

Employee assistance programme: Staff Support Service

Discounted medical insurance

Our commitment to Equality, Diversity and Inclusion

As London's Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world's talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.

We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL's workforce.

These include people from Black, Asian and ethnic minority backgrounds; disabled people; and for our Grade 9 and 10 roles, women.

You can read more about our commitment to Equality, Diversity and Inclusion here :

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