Service Excellence Manager

Job Introduction

We are currently recruiting a Service Excellence Manager to oversee and manage the successful delivery of Catering, Cleaning Services and Ancillary Services across our Government & Agencies Business in Northern Ireland.

You’ll interface with the client management team, stakeholders and customers to ensure all service standards are met and exceeded.

You’ll provide effective leadership to the onsite teams, ensuring that each employee is fully engaged and delivering service excellence whilst getting the most from their role. You’ll ensure that sites work within the limits of the budget and monitor delivery of KPIs such as compliance and health and safety.

Role Responsibility

• Ensure client satisfaction and delivery of service excellence, ensuring KPI’s are met and deliver in line with the service level agreements
• Coordinate and direct all activities within the assigned sites across both service lines including Catering, Cleaning
• Ensure contract governance and guidance across sites
• Ensure sites deliver against budget through effective review of financial performance, action plan, labour management, service areas, margins and cost control
• Deliver any identified and agreed cost saving initiatives / budget review and analysis
• Work in partnership with client, customer and SME’s to identify business improvements
• Visit sites on a regular basis to check standards, offers and conduct audits

The Ideal Candidate

What’s Essential:

• Proven experience in a similar role, ideally within the service industry
• Strong knowledge in asset management and compliance control across the IFM industry
• CIEH level 3 qualification or equivalent and management knowledge of Health & Safety and Food Safety
• Must have one of the following qualifications or equivalent:- BSC (Catering), MHCIM, HND, City and Guilds 706/1 and 2, NVQ level 2 and 3 and possess an intermediate level food safety certificate
• Strategic thinker, with innovative ideas and solutions for service excellence
• Strong financial understanding and demonstrable budgeting management
• Experience in adhering to and driving company initiatives
• Good communication and engagement skills
• Experience working in a standard /compliance environment

Where we can be flexible:

• IOSH, or equivalent is desirable
• Proven experience of managing client relationship is desirable

Package Description

£35,000 - £40,00 per annum + bonus + benefits

We also offer Sodexo Discounts site promoting discounted mobile phone tariffs, savings across restaurant chains and days out, where you and your family can save money on everything from your weekly food shop to the latest cinema blockbuster and much more!

About the Company

In the UK and Ireland, Sodexo employs some 36,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the energy, corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

At Sodexo we are committed to a leading role in promoting equality opportunities and valuing diversity and inclusion. We seek to create a work environment based on mutual respect for all individuals, building a culture that appreciates and values the experiences and skills brought by each person to benefit our organisation and work hard to ensure that all people, whatever their race, colour, sex, gender identity  disability, nationality, national or ethnic origin, religion or belief, marital/partnership or family status, sexual orientation, age, social class, educational background, employment status, working pattern, are welcome to and included within our organisation. 

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.