We are seeking a highly motivated and experienced Service Operations Manager to lead our service operations within the Fire and Security industry.
You will be responsible for overseeing a team of engineers and coordinators, ensuring high-quality service delivery, compliance with industry regulations, and excellent client relationships, across fire alarms, intruder systems, access control and CCTV.
This role requires strong technical knowledge, proven leadership skills, and a hands-on approach to operational management.
Key responsibilities include:
- Lead, mentor and manage the service team, including field engineers and coordinators.
- Oversee scheduling, planning and completion of service and maintenance jobs.
- Ensure service delivery meets company standards, contractual SLAs and industry compliance.
- Act as the technical escalation point for complex service issues and client concerns.
- Monitor KPIs and performance metrics, implementing strategies for service improvement.
- Conduct regular audits, site visits and team meetings to maintain quality and compliance.
- Manage stock levels, tools and equipment required for efficient field operations.
- Maintain strong client relationships, delivering outstanding customer service.
- Coordinate with installation and sales teams to support cross-functional operations.
- Ensure all work complies with relevant standards including BS 5839, BS 5266, NSI, BAFE and SSAIB.
- Prepare reports for senior management on service trends, engineer performance and customer satisfaction.
Essential:
- Proven experience in a service management role within the fire and security industry.
- Strong technical knowledge of fire alarms, intruder alarms, access control and CCTV systems (e.g. Honeywell, Texecom, Hikvision, Paxton).
- Familiarity with UK fire safety and security standards and regulations.
- Excellent leadership, organisational and communication skills.
- Strong problem-solving abilities and a customer service focus.
- Proficient in service management software (e.g. Dynamics 365).
- Full UK driving licence.
Desirable qualifications
- FIA Units, ECS/CSCS card, or relevant manufacturer training.
- 5+ years’ experience in account management or sales within fire and security, facilities management, or a related technical sector.
- Experience with compliance standards such as BS 5839, NSI and BAFE.
- Strong negotiation and presentation skills.
Why join us?
We offer a range of benefits to support and reward our team members, including:
- Competitive salary & benefits
- Opportunities for career progression
- Training & development programs
- A professional and supportive work environment
This is an exciting opportunity to lead service operations for a growing fire and security business, with real influence over how we deliver for our clients. If you are looking for a role where you can make a real impact and progress professionally, we would love to hear from you!
Want to know more? For the full job description and details on how to apply, please fill in the form below.