Head of Service Delivery & Strategic Partnerships

Head of Service Delivery & Strategic Partnerships
Hertfordshire (Hybrid)
-85,000 + Full Package

Our client is a highly respected specialist contractor delivering electrical compliance, life safety, security and installation services across London and the South East. With a strong reputation for quality, reliability and customer service, they support a diverse portfolio of housing providers, managing agents, commercial clients and construction partners.

As part of their continued growth, they are seeking an experienced operational leader to oversee a substantial client portfolio, drive service excellence and strengthen key strategic partnerships.

The Opportunity This senior leadership position carries responsibility for the delivery, commercial performance and governance of a diverse portfolio generating approximately -5m10m annual turnover.
Working alongside fellow operational leaders and reporting directly to the executive team, the successful candidate will oversee multiple service disciplines including:

• Electrical compliance and testing
• Fire and life safety systems
• Security solutions
• Planned and minor project works

The role combines operational leadership, financial accountability, customer relationship management and team development, ensuring outstanding service delivery across a broad client base.

Key Responsibilities Operational Leadership

• Take ownership of the successful delivery of maintenance, compliance and project services across a multi-client portfolio.
• Ensure all contracts are delivered safely, efficiently and in accordance with agreed service standards.
• Provide leadership across operational teams, driving consistency, accountability and continuous improvement.
• Oversee resource allocation to ensure effective deployment of engineers, supervisors and support teams.
• Balance planned programmes, reactive works and project activity to maximise productivity and client satisfaction.

Client & Partnership Management

• Act as the executive sponsor for key strategic customer accounts.
• Build and maintain strong relationships with senior client stakeholders.
• Lead regular performance reviews and strategic meetings.
• Identify opportunities to enhance service delivery and expand existing partnerships.
• Support customer retention initiatives and long-term contract sustainability.

Commercial & Financial Performance

• Assume full accountability for portfolio profitability and financial results.
• Develop annual budgets and support long-term business planning.
• Monitor revenue, margin performance, forecasting accuracy and cash conversion.
• Review contract performance and implement corrective actions where required.
• Ensure projects are commercially managed through planning, delivery and close-out stages.

Team Leadership

• Lead and mentor Contract Managers and operational support teams.
• Foster a positive, performance-focused culture aligned with company values.
• Support succession planning and employee development initiatives.
• Drive engagement, accountability and high professional standards across all levels.
• Conduct regular performance reviews and ensure clear development pathways are maintained.

Compliance, Quality & Governance

• Ensure compliance with all relevant legislation, regulations and industry standards.
• Maintain robust health, safety and quality management processes.
• Oversee risk assessments, method statements and operational controls.
• Monitor subcontractor performance and ensure contractual obligations are met.
• Lead investigations, corrective actions and compliance reviews where necessary.

Business Growth & Contract Mobilisation

• Collaborate with business development teams on new opportunities, renewals and framework submissions.
• Provide operational input into pricing, resourcing and mobilisation strategies.
• Support smooth onboarding of new contracts and service transitions.
• Identify efficiencies and innovation opportunities that enhance client outcomes and profitability.

Reporting & Stakeholder Communication

• Provide regular operational and financial updates to senior leadership.
• Present performance against KPIs, budget targets and strategic objectives.
• Maintain visibility of risks, opportunities and improvement initiatives.
• Contribute to wider business planning and operational strategy.

Experience & Qualifications Essential

• Significant experience leading multi-service technical or compliance contracts.
• Proven track record managing large customer portfolios with direct responsibility for relationship management.
• Demonstrable experience overseeing operational budgets and profit-and-loss performance exceeding -5m annually.
• Strong understanding of service delivery within housing, property services, facilities management or related sectors.
• Experience managing large operational teams including managers, supervisors, administration staff and field-based engineers.
• Excellent stakeholder engagement and communication skills.
• Strong commercial awareness with a results-driven approach.

Desirable

• Knowledge of electrical compliance, fire safety systems, security installations or building services environments.
• Experience working with housing associations, local authorities or large residential property portfolios.
• Understanding of construction and contractor management requirements.
• Formal health and safety qualifications such as SMSTS, IOSH or NEBOSH.
• Experience leading contract mobilisations and managing specialist subcontractor networks.
• Established industry relationships within London and the South East.

If you are interested in this role, have any questions, or wish to apply then please send us a copy of your CV-
Rob Utilise Recruitment

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