Head of Service Delivery & Strategic Partnerships Hertfordshire (Hybrid)85,000 + Full PackageOur 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 5m-10m 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 CVRob Utilise Recruitment…