Service Delivery Manager (East)

Job Description

The London Borough of Harrow is seeking to appoint a Service Delivery Manager (East) to lead, manage and oversee the delivery of a high-quality, resident-focused responsive repairs service across its housing portfolio. The postholder will have overall responsibility for the effective operational management of day-to-day repairs, including the handling of damp and mould cases and housing disrepair matters, ensuring that services are delivered promptly, safely and to a consistently high standard.

This role will be accountable for driving performance across the service area, including the management of external contractors, ensuring compliance with statutory and regulatory requirements, and maintaining effective budget oversight. The successful candidate will play a critical role in ensuring that repairs services are delivered efficiently and represent value for money, while continually seeking opportunities to improve service quality and responsiveness.

The Service Delivery Manager (East) will also provide direct leadership to a small operational team, fostering a culture of accountability, professionalism and continuous improvement. Working closely with colleagues, contractors and key stakeholders, the postholder will act as a key lead in improving overall service performance, enhancing resident satisfaction and minimising the risk of disrepair. Through proactive management and strong governance, the role will contribute to protecting the Council from legal and reputational risks, ensuring the delivery of safe, effective and resident-centred housing services.

The successful candidate will have:

• Significant experience in responsive repairs and maintenance within social housing or local authority housing.
• Extensive experience managing teams and operational performance.
• Extensive experience managing contractors and service delivery.
• In-depth understanding of landlord statutory responsibilities and relevant housing legislation, including detailed knowledge of Awaab’s Law and statutory obligations relating to damp, mould and housing disrepair.
• Strong knowledge of building legislation, Building Regulations, HHSRS and landlord repairing obligations.
• High-level communication skills with the ability to influence contractors and stakeholders.
• Ability to manage complex and contentious situations with professionalism and empathy.
• Experience of performance management and monitoring to demonstrate outcomes are achieved against a wide range of key indicators - Ability to interpret performance data and use it to drive improvement.

For more information, please refer to the Role Profile/Selection Criteria

About us

Harrow Council is the 12th largest London borough and one of the most culturally diverse local authorities in the UK, making it a great place to live, work and visit with a range of cultures, religions and opinions that come together to produce high achieving schools and a close and friendly community. Located 10 miles from the city centre and just 13 minutes to Euston from Harrow & Wealdstone station there are great transport links via the Metropolitan Line, Watford DC Line and national rail service. It is easily accessible to the M1, M25 and A406.

Other information

Support for candidates visit:Harrow.gov.uk Our behavioural indicators roles below G11 and above G11 Here at Harrow Council, the vision is one of 'Working together to make a difference for Harrow' Please click here to view Harrow Council's benefits

Important Note

To deliver our commitment to equality of opportunity in service provision, all staff are expected to promote equality in the workplace and in the services the Council delivers. All sections of the population will have equal access to jobs at the London Borough of Harrow. No applicant or employee will receive less favourable treatment because of age, disability, gender, reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership, pregnancy, or maternity unless a Genuine Occupational Qualification applies. As such, we value diversity and welcome applications from all backgrounds. For further information, please read our equality statement.

As a disability-confident employer, we are committed to making our recruitment practices barrier-free and accessible to everyone. This includes reasonably adjusting the recruitment process for those with disabilities or long-term health conditions. For further information, please contact us at resourcing@harrow.gov.uk

London Borough of Harrow is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults and expects all staff and volunteers to share this commitment. Harrow operates stringent, safer recruitment procedures.

Due to the high number of applications received for some posts, we may close vacancies before the stated closing date if sufficient applications are received. Therefore, please apply as soon as possible.

Harrow redeployees will be given priority consideration.

The personal information we have collected from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. If any of these are detected you could be refused certain services or employment. Your personal information will also be used to verify your identity. Further details of how your information will be used by us and Cifas, any your data protection rights, can be found by visiting www.cifas.org.uk/fpn