Service Delivery Manager

Job Introduction

Exciting career opportunity for an inspirational high performing manager with a credible track record in managing and delivering catering and soft services.

The successful Service Delivery Manager will be pro-active, responsible and accountable for the delivery of the catering service and cleaning service (where required) to a portfolio of approximately 20 to 24 schools either organised by geographical location or by client academy trust clusters. Ensuring that the standard of service delivered is in accordance to standards set out by Facilities Management and meets the requirement of each individual school.

The primary purpose of the post will be to support and develop all Chef Catering Managers and their teams in each of the individual schools to deliver high quality services whilst embedding a performance management culture and achieving set business targets ensuring that each school contract that FM operates meets client expectations achieves high operational standards and operates as a business unit.

The Service Delivery Manager continually seeks improvement and achieves high standards in respect of staff development and working practice, adherence to operational standards, drafting bespoke menu’s that meet the school requirements whilst ensuring that customer focus, service flexibility, delivering the service required by the individual school within the cluster/area.

The main responsibilities of the post:

• To coordinate recruitment and selection across the cluster/area, ensuring that all staff recruited are suitable for the job role, including disposition, ownership, temperament, standards, can-do-attitude and customer focus. Demonstrate Bradford Behaviours and able to function at a high level within their role, especially Unit Chef Managers.
• It is critical that the Service Delivery Manager ensures that the Unit Chef Manager is inducted and takes ownership for the quality standards and targets associated with the individual schools, where this is not the case then the Service Delivery Manager must manage the performance of the Unit Chef Manager through the Evolve system.
• Deliver a high quality service at the Service Delivery Manager’s base unit, ensuring all targets are achieved.
• Effectively manage time between the base unit and satellite units in the area, where practicable uses MS Teams to aid productivity. Works collaboratively with colleagues and line management as a team player, to support colleagues and promote team cohesion in a way that delivers planned outcomes.
• Coordinate staff cover arrangements across the cluster/area.
• Support the Service Standards Manager and the Service Standards Mentor & Mobilisation Manager as required in mobilising new services and contracts.
• Be proactive in extending the use of technology, data cleansing and ensuring deadlines are met in respect of information returns.
• Requests staff training and development, including practical skills, safe systems of working, good practice and adherence to working procedures.
• Promote best practice and service excellence.
• Ensures full compliance with Food Safety,
• HACCP, COSHH, Health & Safety, Halal Integrity and Special/Medical Diet
• Standards, adherence to operational procedures, implements and maintains safe systems of work to include a periodic bespoke Risk Assessment of each kitchen/Site.
• Delivering Heath Improvement training within the cluster/area. Delivering “Look & Cook” sessions for children within the cluster/area.
• Buddy up with Unit Chef Managers at School Council & Head Teacher meetings as required.
• Implement any marketing activity including promotions and theme days. Ensure all schools in the cluster/area participate. Draft an annual Marketing plan for each contract.
• Coordinate the limited bespoke menu planning processes.
• Carries out an annual appraisal with all Unit Chef Managers & their teams, uploading appraisal outcomes to Evolve.
• Investigate any lapse in performance in respect of service standards, food cost variance, high sickness, productivity variance. Support any action plans in place to ensure that all KPI targets are pro-actively managed and met.
• Manage all HR activity within the area, to include Sickness Absence Management in-line with Council targets and timelines without exception, Disciplinary Management via HR+, Performance Management and Training via Evolve, Recruitment via Engage. Proactively manages a range of Human Resource issues to include: Workforce Planning, Recruitment, Development, Productivity, Sickness Absence Management, Managing Disciplinary & Grievance Issues, Conflict Resolution, Team Building, Redeployment, TUPE etc.
• Ensures full compliance at all sites to Allergen Control processes, procedures and work instructions, plus ensures compliance to Natasha’s law in respect of Allergen Labelling.
• Attends a monthly performance 1-2-1 meeting with the Area Operations Manager and proactively address any variance to KPI targets:

1. Proactively produces a completed Monthly Performance Report for the Area Operations Manager based upon timely, accurately data cleansed information. Report to be sent to the Area Operations Manager via Evolve in advance of the planned monthly performance review meeting.
2. Holds a documented 1-2-1 monthly review meeting with each Unit Chef
3. Manager, identifying where follow up action is required and how resources will be allocated to support the planned follow up/intervention so that targets are met within a planned timescale.

The successful Service Delivery Manager will build capacity and capability in the area/cluster to ensure that Facilities Management can deliver high quality, efficient services (Catering, Cleaning, Caretaking and Lunchtime Supervision) that fully meet customer expectations. The post holder shall be proactive in facilitating planned workforce development appropriate to the job role of all staff, have clear measurable work objectives, ensuring all staff contribute to achieving operational and financial targets within their defined area of work and job role.

The successful candidate will be expected to complete an NVQ Level 4 in Hospitality Management within 2 years of commencing employment or equivalent NVQ Level 4 in a Hospitality related subject. (This requirement does not apply to the temporary position, but will apply if the position became permanent at a future date)

The post will carry “Casual Car” user status and access to a car for business use is required. The post holder will also have a laptop and tablet so that they can work effectively and efficiently.

Candidates must have the following qualifications:

• NVQ Level 3 Food Hygiene (Essential)
• NVQ Level 2 Professional Cookery (Essential) or equivalent i.e. City & Guilds 706/2
• Health Improvement Training
• NVQ Level 4 in Hospitality Management (Desirable) to be completed within 2 years of employment)  
• IOSH Health & Safety Certificate (Desirable) or to be completed within 6 months of commencing employment.

Candidates must have  experience of managing in large scale catering, including multi-site management of a variety of soft FM services.

All appointments are subject to a satisfactory Disclosure and Barring Service check.

For further information regarding this post please email at nicola.harris@bradford.gov.uk

The Code of Practice on the English language requirement for public sector workers, Part 7 of the Immigration Act 2016, requires that Councils ensure that all candidates applying for customer facing posts must be assessed in order to establish their fluency in English.

The criteria under special knowledge and experience on the job profile which is shown in this advert, outlines what level of fluency you will be expected to demonstrate. Therefore, it is essential that you provide examples in your application.