Service Delivery Manager

Job Description

Key Responsibilities

• Provide a high-quality, consistent security service through effective leadership of branch and site personnel.

• Take full responsibility for the allocation of resources, ensuring compliance with statutory requirements and company standards.

• Ensure staffing levels meet agreed Service Level Agreements (SLAs) and that recruitment is completed promptly in line with company policy and procedures.

• Manage recruitment, onboarding, and succession planning through Securitas and BAE Systems onboarding processes.

• Ensure effective training and development is delivered so all employees perform their roles to the required standard.

• Maintain up-to-date assignment instructions, risk assessments, and site documentation, ensuring full understanding by all deployed staff.

• Support client retention by maintaining consistent service delivery and preventing fluctuations in performance.

• Ensure compliance with Health & Safety, Quality Management Systems, and company best practices.

• Monitor and achieve Key Performance Indicators (KPIs) on an ongoing basis.

• Undertake quality assurance checks and implement continuous improvement actions.

• Manage grievance and disciplinary procedures in line with company policy when required.

• Conduct regular site audits to identify improvement opportunities and drive service enhancements.

• Actively promote staff recognition, including nominations for internal and external awards.

• Coordinate and conduct security officer welfare visits in accordance with British Standards.

• Carry out site-based Personal Development Plans (PDPs) aligned to the competency framework.

• Demonstrate strong cost control awareness, managing both direct and indirect costs effectively.

• Take ownership of staff engagement and morale across the branch.

• Lead and participate in internal and external audits, ensuring full compliance and positive outcomes.

Qualifications

Core Competencies

• Managing and leading others, including effective self-management

• Strong decision-making and problem-solving abilities

• Excellent written and verbal communication skills

• Business acumen with strong commercial awareness

• Commitment to operational excellence and continuous improvement

• Strategic thinking, including planning and forecasting

• Effective customer management and sales development awareness

• Strong relationship building and networking skills

• Demonstrates behaviours in line with the Non-Management Competency Framework

Minimum Requirements

• Valid SIA Licence

• Full, clean UK driving licence

• Right to work in the UK

• Strong customer service focus

• Excellent written and verbal communication skills

• Good standard of IT skills

• Ability to work on own initiative

• Proven customer service experience

• Strong organisational and time-management skills

• People-focused management approach

Desirable / Additional Qualifications

• Working knowledge of Microsoft Office packages

• Previous security industry experience

• IOSH training or equivalent Health & Safety experience

• Previous experience in portfolio management

• Previous experience in risk management

• Flexibility to work days, nights, and weekends to ensure all Officers are visited monthly

Additional Information

Leadership & Compliance

• Lead, develop, and retain a high-performing team of Security Officers and Supervisors, promoting the Securitas Values of Integrity, Vigilance, and Helpfulness.

• Support PSO training implementation and encourage strong communication, staff recognition, and engagement.

• Ensure effective succession planning to maintain consistent service delivery.

• Support the Account Manager through effective resource and manpower planning.

• Work closely with operational support teams to deliver high-quality service.

• Ensure full compliance with Securitas policies, legal, and regulatory requirements.