**Company Description** At Rentokil, the world’s leading pest control company, we are seeking a Service Delivery Manager to ensure the smooth operation of the national Legionella services team in line with the strategy defined by the Operations Directorate, guaranteeing customer satisfaction. **Job Description** A. Customer Management: Ensure timely and effective delivery of services to customers, maintaining high-quality execution. * Ensure customer requests are responded to promptly and appropriately, aligned with company objectives. * Analyze and implement necessary measures to address negative service-related feedback communicated by customers via the NPS. B. Team/People Management: Lead and collaborate with teams to keep them informed, motivated, and focused on achieving objectives. * Lead team engagement and motivation: + Maintain regular contact and close relationships with teams to motivate them, providing ongoing updates on technicians’ incentive achievement levels. + Implement and monitor YVC across assigned teams. + Coordinate and ensure deployment of team development initiatives such as TEC\+, RAFA project, Rentocash, Club Capitan, and any other initiatives impacting work teams. * Participate in recruitment processes for team members (Supervisors and Technicians). * Identify team training needs and collaborate with HR to develop and deliver targeted training plans, jointly with the Technical Manager / QA. * Coordinate initial and onboarding training for new hires, with special attention to the proper integration of new technicians. * Coordinate and oversee the integration of interns into service teams. * Review, verify, and approve expense reports submitted by Supervisors. * Prepare and convene required service team meetings essential for achieving objectives. C. Operations Management: Ensure contracted services are delivered on time and to specification. * Execute the operations strategy defined by the Strategic Operations Directorate for the assigned region: implement plans ensuring SOS targets are met. * Monitor and report on Operations KPIs to support sound decision-making, plan corrective actions for deviations, and track implementation effectiveness. * Review and optimize workloads through rezoning activities to ensure balanced distribution and maximize productivity. * Supervise daily operations and assess Supervisors’ performance, setting clear and realistic goals and delivering constructive feedback to support team members’ development. * Monitor and verify tools related to regional service productivity: + Working hours (standard and irregular shifts). + Absenteeism management and control. + Ensuring group productivity. + Verifying and reporting incentive and variable pay settlements. + Vacation management aligned with service demands (including vacation scheduling and vacation-related incentives). * Comprehensive manpower management (AOP and forecast vs. service requirements), including vacancy management in Smart Recruiter. * Define and monitor customer quality control plans and technicians’ TPA (Technical Performance Assessment) schedules. * Ensure all technicians comply fully with the company’s occupational health and safety regulations. * Share risk case studies with technicians to foster collective learning from experience. * Monitor and review costs associated with subcontracted services. * Support Supervisors in assisting technicians to maximize commission earnings. * Coordinate with the National Sales Manager (NSM) to track regional projects/contracts. * Coordinate Legionella-related activities with key accounts affected by such services. * Ensure optimal departmental functioning and proper implementation of policies, processes, and guidelines established by local and regional management. * Ensure work teams have access to the resources, materials, and tools required to perform their duties effectively. * Support integration of acquired companies into Rentokil’s procedures. **Requirements** Education and other qualifications: University degree (Bachelor’s or higher). Professional qualification in Legionella management (Level III – Pest Control Services Management) is desirable. For internal promotions, prior experience within the company will be prioritized. Previous professional experience: Minimum five years’ experience as Supervisor/Team Leader in service-oriented companies. This requirement applies to internal promotions and does not necessarily require pest control industry experience. Experience in this role: At least three years’ experience managing work teams, plus experience in process and project management, and familiarity with business performance indicators (KPIs). Specific skills: 1) Operational knowledge 3) ERP systems, user-level reporting tools 4) Microsoft Office Suite (Excel/Word/PowerPoint) or Google Workspace proficiency Languages: English at B2–C1 level Additional information: Willingness to travel and flexibility regarding working hours **Additional Information** ***At Rentokil Initial, we believe in the power of diversity. We are committed to creating an environment where everyone feels valued and respected. Join us as your authentic self—because here, everyone belongs.***