Service Delivery Manager (Repairs)
| Posting date: | 29 September 2025 |
|---|---|
| Salary: | £70,000 per year |
| Hours: | Full time |
| Closing date: | 20 October 2025 |
| Location: | Teddington with flexibility |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Richmond Housing Partnership (RHP) |
| Job type: | Permanent |
| Job reference: |
Summary
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In the role you’ll:
Oversee the delivery of maintenance services delivered via the In House Repairs Team (IHRT) and ensure that the service is in line with contractual obligations.
Undertake the role of Contract Administrator for the contractual obligations required for the service.
Partner with our managed support service to deliver a responsive, efficient, and high-quality repairs service through our in-house repairs team (IHRT)
Promote and deliver a “Safety First” culture ensuring that safety always comes first
Ensure that the service is “fit for the future” and key road maps are developed to ensure the continuous improvement of the service:
o The delivery of zero carbon activities
o Workforce upskilling and development
o Work Management System – IT Roadmap
Lead the transition from consultancy support to a fully self-sufficient in-house service, building internal capability and resilience
Ensure that compliance with the housing, health and safety and statutory requirements are met.
Manage and oversee contract variations and changes in scope.
Monitor maintenance budgets and spending and provide assurance reports relating to performance, and action plans to address overspending.
Review, and approve variations, and high value orders, ensuring that value for money tests are met.
Own and evolve key repairs processes to ensure they are simple, effective, and designed around the needs of our customers
Track service effectiveness, risks, and interdependencies and provide regular, high-quality reports to the Executive Team and governance groups
Using data including KPIs; Tenant Satisfaction Measures (TSMs); Complaints; Survey data and insight to make data-driven decisions that improve service delivery, customer satisfaction, and operational efficiency
Actively involve customers in shaping the service, using feedback and complaints to drive meaningful change
Work with partners to ensure subcontracted works deliver social value benefits for our communities
Connect with
We’re looking for someone with experience of:
Delivering and managing responsive repairs in social housing
Contract and supplier management within regulated environments
An understanding of construction, health and safety, and maintenance best practice
Managing capital and revenue budgets with commercial awareness
Relevant professional qualification or accreditation in housing, construction, or asset management is desirable.
The key behaviours we expect in the role include:
Role modelling our values: We know our stuff / We make it happen / We care
Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective
Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues
The ability to create an environment where people feel comfortable to be themselves, treating everyone as equals and encouraging a contribution all.
Championing collaborative working across the organisation bringing the right people together to find solutions
Inspiring others with your drive for excellent and lifting your team up even through the tough times
Being the best version of yourself in every situation and show resilience when it’s tough
Demonstrating the ability to make great decisions and solve problems without over complicating things
Building trust by doing what you say you will
Creating an environment that supports continuous learning, develops high performing teams and delivers high levels of customer and employee engagement.
In the role you’ll:
Oversee the delivery of maintenance services delivered via the In House Repairs Team (IHRT) and ensure that the service is in line with contractual obligations.
Undertake the role of Contract Administrator for the contractual obligations required for the service.
Partner with our managed support service to deliver a responsive, efficient, and high-quality repairs service through our in-house repairs team (IHRT)
Promote and deliver a “Safety First” culture ensuring that safety always comes first
Ensure that the service is “fit for the future” and key road maps are developed to ensure the continuous improvement of the service:
o The delivery of zero carbon activities
o Workforce upskilling and development
o Work Management System – IT Roadmap
Lead the transition from consultancy support to a fully self-sufficient in-house service, building internal capability and resilience
Ensure that compliance with the housing, health and safety and statutory requirements are met.
Manage and oversee contract variations and changes in scope.
Monitor maintenance budgets and spending and provide assurance reports relating to performance, and action plans to address overspending.
Review, and approve variations, and high value orders, ensuring that value for money tests are met.
Own and evolve key repairs processes to ensure they are simple, effective, and designed around the needs of our customers
Track service effectiveness, risks, and interdependencies and provide regular, high-quality reports to the Executive Team and governance groups
Using data including KPIs; Tenant Satisfaction Measures (TSMs); Complaints; Survey data and insight to make data-driven decisions that improve service delivery, customer satisfaction, and operational efficiency
Actively involve customers in shaping the service, using feedback and complaints to drive meaningful change
Work with partners to ensure subcontracted works deliver social value benefits for our communities
Connect with
We’re looking for someone with experience of:
Delivering and managing responsive repairs in social housing
Contract and supplier management within regulated environments
An understanding of construction, health and safety, and maintenance best practice
Managing capital and revenue budgets with commercial awareness
Relevant professional qualification or accreditation in housing, construction, or asset management is desirable.
The key behaviours we expect in the role include:
Role modelling our values: We know our stuff / We make it happen / We care
Demonstrating inclusive behaviours, respecting and embracing difference and listening to other people’s unique perspective
Communicating passionately and authentically across different channels, adapting your style and methods to meet the needs of a diverse range of customers and colleagues
The ability to create an environment where people feel comfortable to be themselves, treating everyone as equals and encouraging a contribution all.
Championing collaborative working across the organisation bringing the right people together to find solutions
Inspiring others with your drive for excellent and lifting your team up even through the tough times
Being the best version of yourself in every situation and show resilience when it’s tough
Demonstrating the ability to make great decisions and solve problems without over complicating things
Building trust by doing what you say you will
Creating an environment that supports continuous learning, develops high performing teams and delivers high levels of customer and employee engagement.