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Boden Group Logo Boden Group · Consulting

Head of Service

United Kingdom, Wokingham Employment contract 60000.00 - 80000.00 GBP / Year · Job Posted June 16, 2026
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Job Description

Step into a high-influence, senior leadership role where you will define service excellence, champion client retention, and shape the quality delivery framework for a growing £15M national commercial cleaning portfolio. 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.

Job Responsibility

  • 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

Requirements

  • Proven experience operating in a senior service delivery, operations management, or directorate role specifically within the commercial cleaning or hard/soft facilities management industries
  • A strong track record of managing expansive, distributed multi-site service networks and driving large-scale performance turnarounds
  • Exceptional communication and relationship-building skills, with demonstrated experience collaborating with high-profile corporate clients and institutional stakeholders
  • A solutions-focused approach backed by an in-depth understanding of technical service standards, continuous improvement methodologies, and commercial governance frameworking
  • A full UK Driving Licence and the flexibility to travel regularly across customer sites throughout southern England, alongside attendance at the Wokingham Head Office
  • Full existing eligibility to work in the UK and a background suitable for securing satisfactory professional references

What we offer

  • 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
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