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.
- 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.
- 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.
- 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.
We offer a range of benefits to support and reward our team members, including:
- Competitive salary & benefits
- Opportunities for career progression
- 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!
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