Service Manager

Shape the performance of a regional service operation while developing and supporting a team of fire service engineers.

Scutum is seeking an experienced Service Manager to oversee the day-to-day delivery of regional fire service operations. Reporting to the Administration Team Leader / Head of Service, you will be responsible for ensuring the successful completion of planned preventative maintenance, reactive call-outs and small works activities whilst driving operational excellence, customer satisfaction and team performance.

This is a leadership role that combines people management, operational planning and service performance. Working closely with engineers, subcontractors, customers and internal departments, you will ensure resources are effectively deployed, service standards are maintained and opportunities for continuous improvement are identified and implemented.

The successful candidate will be a confident communicator, a strong people manager and an organised operational leader who can balance customer expectations, team development, commercial objectives and compliance requirements.

Responsibilities

• Manage the day-to-day delivery of planned maintenance, reactive call-outs and small works activities across the region.
• Lead, motivate and develop regional service engineers and subcontractors.
• Support recruitment, performance management, training and employee welfare activities.
• Plan, schedule and allocate resources to maximise productivity and meet service demand.
• Ensure service level agreements, response times and customer commitments are achieved.
• Monitor engineer utilisation, productivity and performance.
• Provide technical leadership and support to engineers where required.
• Conduct audits, appraisals and competency assessments to maintain quality and compliance standards.
• Review service documentation and operational performance to identify opportunities for improvement.
• Ensure all activities comply with company procedures, industry standards and Health & Safety requirements.
• Act as an escalation point for service, customer and out-of-hours issues.
• Build and maintain strong customer relationships to support high levels of customer satisfaction.
• Work closely with Sales, Operations and support teams to support business growth and revenue delivery.
• Manage subcontractor performance and supplier engagement to support efficient service delivery.
• Drive continuous improvement initiatives across service processes, systems and customer experience.
• Monitor and report on service performance metrics and provide recommendations to senior management.
• Promote a positive team culture aligned to company values and professional standards.

Experience

• Strong experience within service operations and/or small works delivery within a technical environment.
• Proven experience managing service engineers, technical teams or field-based resources.
• Experience planning and allocating resources to meet operational demands and service level agreements.
• Strong understanding of service delivery, customer service and operational performance management.
• Experience managing subcontractors and external suppliers.
• Knowledge of performance reporting, KPI management and continuous improvement activities.
• Experience working within regulated environments with a strong focus on compliance and Health & Safety.
• Experience collaborating with multiple departments to achieve operational and commercial objectives.
• Strong stakeholder management experience with the ability to build relationships both internally and externally.
• Commercial awareness and understanding of business performance, service delivery and cost control.

Desirable

• Technical knowledge of fire systems and relevant industry standards.
• Technical knowledge of security systems and associated compliance requirements.
• Previous experience within a fire and/or security service environment.
• Experience using service management software.
• Experience supporting revenue growth and operational improvement initiatives.

Skills, Abilities & Personal Qualities

• Strong leadership and people management skills.
• Excellent organisational and resource planning abilities.
• Effective communication and relationship-building skills.
• Strong analytical and problem-solving capabilities.
• Ability to prioritise and manage multiple workloads simultaneously.
• Commercially aware with a focus on operational efficiency and customer satisfaction.
• Competent in Microsoft Office and service management systems.
• Self-motivated, professional and reliable.
• Ability to work independently and collaboratively as part of a wider team.
• Strong attention to detail and commitment to high standards.
• Positive and proactive approach to leadership and service delivery.
• Excellent judgement and decision-making ability.