Property and Service Delivery Manager - Tyne And Wear

56462

Property and Service Delivery Manager

Location: Newcastle upon Tyne
Reports to: COO
Requirement: Full UK Driving Licence
Job Type: Full-time
Salary: £40,000–£45,000 per year
Work Location: In person

Role Overview
Property & Service Delivery Manager
The Property & Service Delivery Manager is a senior operational leadership role responsible for overseeing the performance, compliance, and service delivery across a portfolio of properties. The role involves managing and developing a team of Facilities Management Coordinators (FMCs) while ensuring that all operational, safety, and service standards are delivered consistently and efficiently.
This position combines strategic oversight with hands-on operational leadership, quality assurance alignment, and performance management. Working closely with the Quality Assurance (QA) team and wider business functions, the Property & Service Delivery Manager ensures that policies, SOPs, and statutory requirements are embedded into day-to-day operations, driving continuous improvement and service excellence in a fast‑paced environment.

Key Responsibilities
Operational Oversight & Service Delivery

• Lead the day-to-day delivery of property and facilities services across multiple sites, ensuring safe, efficient, and high-quality operations.
• Manage, coach, and support a team of FMCs to ensure consistent execution of inspections, resident services, and operational tasks.
• Monitor property performance through dashboards, CAFM systems, and reporting tools, identifying issues and implementing improvements.
• Ensure maintenance issues are resolved within SLAs, coordinating closely with contractors and internal teams.
• Carry out regular site visits and remote audits to ensure cleanliness, safety, and operational readiness.

Quality Assurance, Compliance & SOP Governance

• Partner with the QA team to ensure consistent adherence to policies, SOPs, and compliance requirements across the portfolio.
• Review statutory compliance documentation (fire, gas, electrical, legionella, HMO) and ensure timely completion of corrective actions with the compliance team.
• Identify gaps in compliance or process adherence and implement corrective and preventative measures.
• Support internal audits and lead follow-up actions to maintain high operational and safety standards.
• Ensure FMCs are fully trained and compliant with all operational and regulatory procedures.

Reporting, Analysis & Performance Management

• Analyse operational, maintenance, and compliance reports to identify risks, trends, and performance issues.
• Produce clear, accurate reports for senior management outlining performance, risks, and improvement actions.
• Drive service improvements based on data, audit outcomes, and resident feedback.
• Manage FMC performance through coaching, 1:1s, KPI monitoring, and structured feedback.
• Contribute to the development and refinement of SOPs, workflows, and service delivery standards.

Resident Services & Tenancy Support

• Oversee the resident experience across multiple properties, ensuring consistent, high-quality service delivery.
• Handle escalated resident issues, ensuring timely, professional, and empathetic resolution.
• Ensure accurate and compliant delivery of check-in, check-out, deposit, and tenancy enforcement processes.

Contractor & Supplier Management

• Oversee contractor performance across cleaning, security, and maintenance services, working closely with the Maintenance and Contract Manager.
• Ensure FMCs effectively coordinate reactive and planned works.
• Monitor PPM programmes and ensure works are completed with minimal disruption in collaboration with the compliance team.
• Build and maintain strong supplier relationships to sustain service quality and value.

Team Leadership & Cross-Department Collaboration

• Lead, motivate, and develop FMCs to deliver consistent standards across all properties.
• Provide training, guidance, and operational support to ensure capability and consistency.
• Act as the primary escalation point for FMCs, providing direction and decision-making support.
• Collaborate with Lettings, Accounts, and QA teams to align service delivery with occupancy, revenue, and compliance objectives.
• Champion a culture of accountability, continuous improvement, and resident-focused service delivery.

Essential Experience & Attributes

• Experience managing service delivery across multiple properties within residential, PBSA, BTR, or facilities management environments.
• Proven experience leading or supervising operational teams.
• Strong knowledge of property compliance, statutory maintenance, and operational best practice.
• Confidence reviewing performance and compliance data and implementing corrective actions.
• Excellent written and verbal communication skills.
• Strong organisational and analytical skills with the ability to manage competing priorities.
• Experience using CAFM systems, digital reporting tools, and operational dashboards.
• Ability to build effective relationships with residents, contractors, and internal stakeholders.

Desirable Experience & Attributes

• NVQ Level 3 in Facilities Management, Building Services, or equivalent.
• IOSH Managing Safely or equivalent health & safety qualification.
• Experience working closely with QA or within a highly compliance-driven environment.
• Experience managing heritage properties or buildings with specialist requirements.