Group Service Delivery Manager

ABOUT CATS GLOBAL SCHOOLS
CATS Global Schools is a leading education group committed to inspiring the next generation of world shapers. With a history dating back to 1899, but a focus on the future, our group brings together 16 institutions comprising independent boarding schools, an Arts University College, English language schools and a variety of summer programmes in the UK, US and China.

Each year, we provide 18,000 students around the globe with the education they need to develop real-life skills for the future. We are dedicated to academic excellence and our students benefit from our well-developed links to over 40 top global universities.

We create a positive learning environment where every student is empowered to make a contribution to shape their world. This is made possible because of the commitment of our pioneering, persevering people who do the very best for our students.

ROLE OVERVIEW
CATS Global Schools is seeking an experienced Service Delivery Manager to lead and elevate the quality-of-service operations across our UK schools. The ideal candidate will have a proven track record in quality control, service delivery, health and safety, and maintaining exceptionally high operational standards. While experience in the education sector is preferred, we also welcome candidates from high-performing service industries such as hospitality or restaurants, where attention to detail and service excellence are paramount.

This role is crucial in ensuring that students, staff, and visitors experience a safe, clean, well-organised, and welcoming environment that reflects the values and expectations of CATS Global Schools.

For a detailed description of the role and responsibilities, please refer to the job description.

PERSON SPECIFICATION
Essential:
• Strong background in quality control, service delivery management, and operational standards.
• Knowledge of UK health & safety regulations relevant to hard and soft services.
• Experience managing hard and soft services within education, hospitality, residential services, or a similarly high-standard environment.
• Demonstrated success managing multi-site operations or complex service environments.
• Skilled in auditing, performance management, and service-level monitoring.

Desirable:
• Experience within the education sector (schools, colleges, boarding environments).
• Qualifications in facilities management, hospitality management, or health & safety (e.g., IOSH, NEBOSH).
• Experience working with culturally diverse communities or international students.
• Background in customer-service–driven environments with high expectations of delivery.

Key Skills:
• Exceptional attention to detail and commitment to high standards.
• Strong leadership and team coordination abilities.
• Excellent communication and interpersonal skills.
• Ability to analyse performance data and implement improvements.
• Organisational agility and the ability to manage competing priorities.
• Customer-focused mindset with a proactive, solution-oriented approach.

BENEFITS
• Cycle to work Scheme
• Tech Scheme
• Car Scheme
• Free flu vaccine through Healthshield
• Free eye tests
• Financial wellbeing support via WageStream
• Employee Assistance Programme
• Group income protection
• GP24: GP Access for all
• Health Cash Plan
• Death in Service
• Long service awards
• Employee referral scheme
• Enhanced Maternity and Paternity pay

OUR COMMITMENT TO INCLUSION AND DIVERSITY
We are committed to diversity, inclusion and belonging. Building on our core values – Pioneering, Persevering, People – we pledge to deliver a series of events, guest speakers and focus groups to make CATS Global Schools an employer of choice for all.

SAFEGUARDING
CGS is dedicated to safeguarding and promoting the welfare and well-being of children and young people. As such, appointment is subject to the satisfactory completion of safer recruitment employment checks in line with KCSIE guidelines. This will include satisfactory references, enhanced DBS from the Disclosures and Barring Service and, where applicable, any international equivalent being obtained. Shortlisted candidates will be subject to online checks which may include social media.

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