Service Delivery Manager

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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.

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.

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.

• 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…