Service Operations Manager

Service Operations Manager

Our client is an actively growing business and is now looking to expand and add to their existing Service Department team with this exciting position.

You will provide and maintain excellent customer service and be the main service contact for external customers. You will need a background in the Security Industry for this position, ideally from a Service perspective but as long as you have excellent custom service skills and people management experience, then you will be considered. If you're a Project Manager or Installation Manager or similar and looking for a change then get in touch. 

This role will require you in the office most of the week so you need to be commutable to the Beaconsfield / High Wycombe area.

Staff Reporting

• Directly managing the service desk team (c10 people) and the service manager who in turn manages all the service engineering team (c30 people). 

Duties and experience

• To manage the client reactive service works.
• Managing the chargeable works finances to ensure that all non-contract work is charged.
• To deliver service and preventative maintenance from concept sales stage into a fully operational and delivered service.
• The planning and managing of the labour resource and documenting of the processes.
• Manage and co-ordinate the requirements for sub-contract labour and liaise with the key providers.
• Work closely with the client and internal delivery team.
• Interface at a number of levels within the company with regards to materials, equipment ordered and delivery dates in line with projects.
• Supporting the team with pre-preparation of risk assessments and method statements for all service-related tasks.
• Managing escalation to technical and Professional Engineering Services teams as needed.
• Monitor on a daily service calls progress and ensure SLA’s are being met.
• Proactive diary management responsibility for keeping an overall view of the calls being worked on.
• Manage and meet with client’s expectation in line with service level.  Prepare and share monthly reports to clients that require them.
• Escalate any problems or issues to Director Level.
• Coaching/mentoring the service team to deliver efficiencies in both financials and time management across the team.

About you

• Be proactive.
• Effective communication skills – both verbal and written.
• To be extremely well organized, excellent planning and prioritising ability.
• The ability to make decisions and to work under time pressured deadlines.
• The ability to ensure that others deliver what is expected on time.
• To be a self-starter/work on own initiative.
• To be business/commercially aware.
• To be willing to learn.
• To be able to communicate at all engineering levels within the company.

Remuneration

• £55K - £65K DOE
• Car Allowance
• Benefits