As the Service Manager, you will lead a high-performing service delivery team, ensuring consistent operational excellence, strong client relationships, and a future-ready service model. You’ll oversee field-based engineers and office support staff, championing a culture of professionalism, accountability, and growth.

We’re seeking someone with hands on experience in managing service teams, particularly field-based operations, ideally in a technical or engineering context. Experience in the fire and security industry is an advantage, but not essential.

Key Responsibilities

People Leadership & Engagement

• Lead, coach, and develop a team of engineers and support staff to deliver high-quality service.
• Drive team engagement through regular 1:1s, structured meetings, feedback loops, and visible leadership, Adherence to KPIs.
• Implement succession planning and individual development plans to support long-term team growth.
• Align team structures, roles, and responsibilities with business objectives.

Operational Delivery

• Oversee scheduling, job execution, and documentation to ensure SLAs and compliance targets are met.
• Use data and analytics to forecast demand, allocate resources, and identify improvement areas.
• Ensure consistent standards across field operations, client communications, and system reporting.

Client Centricity & Commercial Focus

• Act as a senior point of contact for key clients, ensuring a high level of service and satisfaction.
• Work collaboratively with sales and finance to ensure commercial alignment, accurate pricing, and profitable delivery.
• Tailor resource planning to client-specific needs and promote flexible, scalable service models

Innovation & Modernization

• Champion digital transformation including use of field apps, remote diagnostics, and smart integrations.
• Bridge the gap between traditional engineering service delivery and IT-based innovations.

Key Skills & Experience

• Proven experience managing service delivery in a field-based environment (e.g., technical services, IT integration, facilities, construction, etc.).
• Experience leading teams, managing workloads, and developing staff in a high-performance culture.
• Strong commercial awareness with the ability to manage budgets, pricing models, and client contracts.
• Excellent communication skills with a client-first mindset.
• Technologically fluent and comfortable with tools that support field operations, remote diagnostics, and data-driven decision-making.
• Knowledge of the fire and security industry is a bonus but not a requirement.

Qualifications

• Background in technical services, engineering, or related fields preferred.
• Certifications in leadership, project management, or service management advantageous.
• Health & safety or regulatory knowledge required.

Why Join Us?

• Fast-evolving business investing in innovation and people
• Opportunity to lead a dynamic and growing team
• Real impact on client outcomes and team development
• Strong support from leadership and cross-functional teams