Head of Service
Boden Group
Remote-friendly
Are you an accomplished operations or service delivery executive within the commercial cleaning or facilities management sector? A well-established, friendly, and rapidly growing market leader in the commercial cleaning space is seeking a permanent Head of Service Delivery to join its senior leadership team in Wokingham.
This role is the ultimate custodian of service quality. Working hand-in-hand with the Head of Operations, you will step back from daily firefighting to focus on strategic consistency, governance, high-level client relationship ownership, and scalability.
The Role
As the Head of Service Delivery, you’ll:
- Drive Service Excellence & KPIs: Take strategic ownership of service quality, compliance, and contract performance across all customer sites, consistently tracking and elevating SLA and KPI metrics.
- Mastermind Client Retention: Own and cultivate senior-level client relationships, proactively leading structured service reviews, handling escalations with total professionalism, and securing long-term contract retention.
- Lead Contract Remediation: Strategically identify underperforming or vulnerable commercial contracts, designing and deploying robust operational improvement plans to restore gold-standard delivery.
- Partner with Operations: Collaborate intimately with the Head of Operations and their regional execution teams to ensure on-the-ground service solutions remain practical, compliant, and highly scalable.
- Spearhead Complex Mobilisations: Provide senior oversight and directional leadership during the initial rollout and operational mobilization phases of larger, multi-site corporate contracts.
- Support Commercial Growth: Work alongside the Sales and Tendering teams, providing critical operational insights, service design data, and participating in high-value client pitches or presentations.
To be successful in the role of Head of Service Delivery, you’ll bring:
- Sector Leadership Background: Proven experience operating in a senior service delivery, operations management, or directorate role specifically within the commercial cleaning or hard/soft facilities management industries.
- Multi-Site Scale Experience: A strong track record of managing expansive, distributed multi-site service networks and driving large-scale performance turnarounds.
- Elite Stakeholder Diplomacy: Exceptional communication and relationship-building skills, with demonstrated experience collaborating with high-profile corporate clients and institutional stakeholders.
- Analytical & Strategic Mindset: A solutions-focused approach backed by an in-depth understanding of technical service standards, continuous improvement methodologies, and commercial governance frameworking.
- Mobility & Logistics: A full UK Driving Licence and the flexibility to travel regularly across customer sites throughout southern England, alongside attendance at the Wokingham Head Office.
- Right to Work: Full existing eligibility to work in the UK and a background suitable for securing satisfactory professional references.
This business has built an exceptional reputation since 1999 by combining high-value commercial solutions with a fiercely guarded personal touch. They champion an agile, supportive, and non-corporate team culture where senior leaders possess genuine autonomy to effect change.
This permanent position offers:
- A highly competitive basic salary (commensurate with senior leadership experience).
- A balanced 37.5-hour working week with flexible operational hours tailored to your preferences and business needs.
- Real, tangible equity of influence over the service delivery model of an expanding business.
- Clear pathways for continuous personal, commercial, and executive development.
- Corporate employee rewards, performance recognition programs, and free parking at the Wokingham head office.
- A comprehensive business mileage allowance covering all regional client site travel.
Apply Now →
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