Assistant Service Delivery Manager (3674)

Greater Thameslink Railway (GTR) is seeking an Assistant Service Delivery Manager to support the effective and efficient delivery of facilities services across a multi-site estate. This role involves overseeing day-to-day contract delivery, ensuring contractors meet performance and compliance standards for both planned and reactive maintenance.

The position is based at Monument Place & GAH, with regular site visits (2–3 days per week) to ensure service standards are maintained across locations. You will play a key role in driving customer experience and performance improvement, engaging with stakeholders, and building strong working relationships.

Key Responsibilities:

• Oversee day-to-day contract delivery of facilities services across multiple sites.
• Ensure contractors meet agreed performance and compliance standards for planned and reactive maintenance.
• Track key performance indicators (KPIs) and report compliance.
• Monitor budgets, control costs, and review billing.
• Proactively resolve service delivery challenges using lean management methods and clear escalation routes.
• Identify risks affecting service delivery, apply mitigation measures, and log them in the department's risk register.
• Track progress of service delivery actions, ensuring ownership and timely completion.
• Conduct routine audits to monitor and validate contractor performance.
• Support the Service Delivery Manager with digital record-keeping, meeting coordination, and systems such as purchase ordering and fault reporting.

What We're Looking For:

• Essential: Contract management monitoring experience in Facilities management and / or maintenance across a multi-site estate.
• A confident, motivated self-starter with excellent organizational and time management skills.
• Experience in working to comprehensive FM service delivery operations across multiple sites, ensuring contract compliance for services like Waste Management, Washroom Services, Cleaning & Pest Control.
• Ability to work both independently and as part of a team.
• Strong stakeholder communication and problem-solving abilities.
• Flexibility to complete regular site visits across London and surrounding areas (2–3 days per week).
• Comfortable using digital systems including CAFMs and tools for facilities and service delivery management.
• Background in operations, customer service, or site management.
• Proficient in the use of Microsoft Office for analysing data, reporting, and problem-solving.
• Strong verbal and written communication skills for client relations and all stakeholders.

GTR is committed to creating an environment where colleagues can grow, contribute, and feel proud. We invest in our people and offer clear career pathways, diverse perspectives, and a commitment to Diversity, Equity, and Inclusion (DEI).

What We Can Offer You:

• Final salary pension
• 25 days holiday plus bank holidays
• Healthcare
• Free travel on GTR and sister groups for you and your family
• 75% off travel on other train operating companies for you, and leisure for your family
• Discounted Oyster Card
• Family-friendly policies
• Access to StarHub – our employee benefits platform
• Career development and progression opportunities
• The opportunity to make a real difference to millions of customer journeys every year.