Service Delivery Supervisor – Waste Management

The Service Delivery Supervisor is responsible for overseeing the daily delivery of waste management services, ensuring operational efficiency, regulatory compliance, and high levels of customer satisfaction.

The role involves managing frontline teams, coordinating vehicles and equipment, monitoring service performance, and ensuring all activities are carried out in accordance with company policies, contractual requirements, and QHSE standards.

Plan, schedule, and allocate manpower, vehicles, plant, and equipment to ensure the efficient delivery of waste collection and environmental services.

Supervise day-to-day field operations and ensure all scheduled and reactive services are completed in accordance with contractual requirements and service level agreements.

Issue work instructions, route amendments, and service requests to frontline staff as required.

Monitor operational performance and implement corrective actions to address service gaps and improve efficiency.

Conduct regular site visits to monitor service quality and operational compliance.

Investigate customer complaints and service-related issues, ensuring timely resolution and customer satisfaction.

Liaise with clients, stakeholders, and internal departments to maintain effective communication and service excellence.

Support continuous improvement initiatives to enhance operational performance and customer experience.

Lead, motivate, and supervise frontline employees, including drivers, operators, and field staff.

Monitor employee performance, attendance, productivity, and welfare.

Support employee development through coaching, training, toolbox talks, and performance management.

Manage disciplinary matters in coordination with the Operations Manager and Human Resources Department.

Review and approve overtime requirements in line with operational needs.

Ensure compliance with all Quality, Health, Safety, and Environmental (QHSE) policies and procedures.

Monitor adherence to PPE requirements, safe systems of work, driving standards, vehicle inspections, and operational procedures.

Participate in risk assessments and support the development and review of method statements and safe working procedures.

Assist in the investigation of accidents, incidents, near misses, and customer complaints, ensuring corrective and preventive actions are implemented.

Ensure all operational activities comply with company standards, legal requirements, and contractual obligations.

Maintain accurate operational records and prepare reports on service delivery, manpower utilization, fleet performance, and compliance activities.

Monitor vehicle and equipment inspections, defect reporting, and maintenance requirements.

Ensure all required operational documentation is completed accurately and submitted on time.

Diploma or Bachelor's Degree in Operations Management, Environmental Management, Engineering, Logistics, or a related field.

Minimum 3–5 years of supervisory experience within waste management, environmental services, facilities management, logistics, or a related operational environment.