Service Delivery Manager; East

Overview

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