Service Delivery Manager

Pinnacle Group is looking for a Service Delivery Manager to join our Pinnacle Service Families division. Working alongside the Defence Accommodation Stores (DAS) Operations Manager, you will act as the subject matter expert for the Defence DAS service, which provides furniture, white goods and household items to military families living in Service Family Accommodation. You will be responsible for overseeing the full-service lifecycle, from procurement, storage and delivery through to recovery, refurbishment and disposal, while acting as the primary point of contact for both our client and strategic delivery partner. As the focal point for all DAS matters, you will manage supplier performance, contractual compliance, service, stakeholder relationships and continuous improvement initiatives to ensure an outstanding service is delivered to families.

Pinnacle Service Families manages 49,000 military family homes across the UK – one of the largest and most significant contracts within Pinnacle Group. Delivered on behalf of the Defence Infrastructure Organisation (DIO), part of the Ministry of Defence, our work supports service families by providing well-managed services and advocating for their needs in everything we do.

The ideal candidate will have experience managing service delivery contracts and be confident acting as the key link between clients, suppliers and operational teams. You will have a proven track record of managing stakeholder relationships, monitoring supplier performance, ensuring contractual compliance and resolving complex service issues. We're looking for someone with strong communication and relationship-building skills, commercial awareness and the ability to use performance data to identify risks, drive improvements and support decision-making.

Who we are

Pinnacle Group is a market-leading national provider of housing, neighbourhood and workplace services. With over thirty years of experience, we deliver expert, place-based management and maintenance solutions that enhance the everyday lives of the communities we serve.

We’re a people-first organisation with a values-driven culture that has stood the test of time -reflected in the way we care for both our employees and our customers.

Who we’re looking for

We’re looking for someone who not only meets the key criteria below but also embraces our core values – Trust, Respect, Involve, Challenge, and Deliver Excellence – and is committed to earning and maintaining the confidence of our clients and communities.

Key responsibilities will include:

• Acting as the primary point of contact for the client, managing both day-to-day operational matters and strategic service issues.
• Building and maintaining effective relationships with key stakeholders, including clients, suppliers and internal teams.
• Managing the performance of the DAS delivery partner, ensuring service standards and contractual commitments are achieved.
• Monitoring contractual compliance and providing assurance that services are delivered in line with agreed obligations.
• Identifying, managing and escalating risks, issues and service failures, driving timely resolution and continuous improvement.
• Producing and reviewing KPI and performance reports, using data to identify trends, opportunities and areas for improvement.
• Supporting commercial activities, contract variations and client move requirements.
• Managing finance and billing activities, ensuring accuracy and timely resolution of any queries.
• Leading and supporting ad-hoc projects, service enhancements and change initiatives.
• Acting as the subject matter expert for the DAS service, providing guidance on processes, systems and ways of working.
• Overseeing service delivery across the full asset lifecycle, from procurement and storage through to delivery, recovery, refurbishment and disposal.

Key requirements:

• Proven experience managing service delivery contracts, with responsibility for performance, compliance and stakeholder management.
• Experience managing relationships with clients, suppliers and operational teams, acting as a key point of contact and ensuring high service standards are achieved.
• Strong stakeholder management skills, with the ability to build credibility, influence decisions and communicate effectively at all levels.
• Experience monitoring supplier performance, managing contractual obligations and driving service improvements.
• Strong analytical skills, with the ability to interpret KPI and performance data, identify risks and support decision-making.
• Full UK driving licence and willingness to travel nationally as required.

Our offer

We believe that diversity makes us stronger. The more varied our workforce, the better we can understand, reflect and meet the needs of the communities we serve. That’s why we actively welcome applications from people of all backgrounds – especially those who represent the communities we work with every day.

In addition to statutory benefits such as sick pay, maternity/paternity leave, a pension scheme, and annual leave, we offer a wide range of additional benefits tailored to your role and business area, including:

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans

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