Service Manager

Lead a regional team that keeps critical security services running smoothly.

Scutum is seeking an experienced Regional Service Manager - Security to lead the operational delivery of our security service function across the region. Reporting to the Head of Service, you will be responsible for managing engineering teams, subcontractors, service performance, and customer relationships to ensure planned maintenance, reactive service delivery, and small works activities are completed safely, efficiently, and in line with agreed service levels.

This is a highly visible leadership role combining technical expertise, people management, customer engagement, and operational oversight. You will play a key part in supporting engineering performance, developing your team, driving continuous improvement, and ensuring our customers receive an exceptional level of service.

We're looking for a confident and proactive leader with a strong background in security service delivery who can balance operational demands, team development, and customer expectations while maintaining a focus on performance, compliance, and quality.

Responsibilities

• Lead, support, and line manage security service engineers and subcontractors across the region.
• Ensure planned preventative maintenance, reactive call-outs, and small works activities are delivered efficiently and in line with SLAs.
• Monitor and improve engineer productivity, utilisation, performance, and service delivery standards.
• Manage engineer health, safety, and welfare responsibilities.
• Conduct engineer accompaniments, technical audits, appraisals, and performance reviews.
• Identify training requirements and support the ongoing development of engineering teams.
• Provide first-line technical support and guidance to direct reports.
• Manage engineer task allocation, labour deployment, and regional resource planning.
• Oversee engineer on-call rotas and act as the final escalation point for out-of-hours issues.
• Investigate SLA failures, service issues, and customer concerns, implementing corrective actions where required.
• Review engineer reports and manage remedial actions arising from service visits.
• Collaborate with internal teams to support the delivery of remedial works.
• Scrutinise and approve engineer timesheets.
• Monitor engineer app usage to ensure work is recorded accurately and in real time.
• Oversee engineer asset checking processes and service documentation management.
• Support service desk and administration teams with technical and operational queries.
• Monitor subcontractor performance and expenditure, intervening where necessary.
• Deliver toolbox talks, team meetings, and operational briefings.
• Represent Scutum at customer meetings and operational review meetings.
• Support the implementation of new processes and continuous improvement initiatives across the service operation.

Experience

• Previous experience managing security service engineers within a field-based environment.
• Strong technical knowledge of security systems service and maintenance delivery.
• Experience managing operational performance against service level agreements.
• Proven ability to lead, motivate, and develop engineering teams.
• Experience managing subcontractors and service partners.
• Strong customer relationship management and stakeholder engagement skills.
• Experience reviewing operational performance data and implementing improvements.
• Excellent organisational skills with the ability to manage multiple priorities simultaneously.
• Strong communication and problem-solving abilities.
• Experience working with service management software and mobile workforce platforms.
• Full UK driving licence.

Desirable

• Experience delivering technical coaching and mentoring to engineering teams.
• Experience managing regional or multi-site service operations.
• Knowledge of engineer utilisation planning and workforce optimisation.
• Experience supporting operational change and continuous improvement programmes.
• Procurement or commercial awareness within a service environment.
• Experience presenting service performance at customer review meetings.

Skills, Abilities & Personal Qualities

• Strong leadership skills with the ability to build rapport quickly and understand the strengths and development areas of team members.
• Excellent prioritisation and multi-tasking abilities, with the confidence to make decisions in a demanding operational environment.
• Strong industry knowledge and technical understanding of security service delivery.
• Analytical mindset with the ability to interpret performance data and identify opportunities to improve service delivery.
• Comfortable using service management systems and technology, with the ability to quickly adapt to new software and processes.
• Excellent customer relationship and stakeholder management skills.
• Able to foster collaboration, teamwork, and strong working relationships across operational teams.
• Self-driven, results-focused, and committed to delivering high standards of service.
• Reliable, organised, and capable of balancing strategic priorities with day-to-day operational demands.
• Empathetic communicator who can engage effectively with engineers, customers, subcontractors, and internal stakeholders.