Service Operations Manager

Corrigan Bentley Recruitment ltd
North London, London
06 Jul 2017
05 Aug 2017
Contract Type
Full Time



My client’s specialism is in hard services - heating, air-conditioning, refrigeration, mechanical and electrical (M&E) maintenance, IT hardware management and support, fabric and energy systems.

They manage essential, business-critical elements that are only noticed when they fail. And when they do, whatever the situation, they'll put it right first and deal with everything else afterwards.

We know that one service does not fit all and so we tailor everything to you, offering support services as unique as your company. Currently turning £35 million my client is seen substantial growth due to their strong reputation within the market place.


Providing leadership, management, and development ensuring financial and operational commitments are met and exceeded. The role will require close liaison with departmental staff, clients, suppliers, sub-contractors, internal staff and management. The operation should be proactive and driven to achieve total customer satisfaction, whilst ensuring operational and fiscal plans are achieved.


  • Responsible for the H&S of the sites and engineers
  • Work closely with the Service Desk & Management Team to ensure that the service levels are maintained to a consistently high level
  • Support the Service desk in achieving high levels of customer satisfaction
  • Meet with clients to establish steady lines of communication and attend monthly client meetings where required
  • Provide data for the monthly Business Review Document
  • Responsible for Statutory & Code compliance of sites
  • Plan PPM schedules for sites to ensure an even workload in conjunction with the Service Desk
  • Attendance to weekly planning meeting
  • Ensure PPM is carried out in accordance with manufacturer’s guidelines, HVCA SFG20 & EMC standards
  • Responsible for the return of PPM and work related documentation
  • Risk Management
  • Man Management/Team Development
  • Financial Management -Full ownership of P&L, Debt, WIP, OPO & PI’s
  • Disciplinary and Conflict management
  • Assist Head of Business Unit with recruitment of staff
  • Work with Service Desk, Head of Business Unit and Business Systems Manager to develop/improve asset management system
  • Ensure all sites have accurate asset registers and are labelled accordingly
  • Responsible for the fast and effective procurement of materials and services
  • Produce dilapidation reports
  • Provide Operational reports monthly and as requested
  • Proactively source additional works and raise quotations
  • Provide technical support where required to engineers, Service Desk and clients
  • Investigate and report on major operational incidents
  • Ensure engineers are fully equipped to carry out daily tasks
  • Conduct quarterly tool, vehicle & PPE inspections
  • Check testing equipment calibration
  • Ensure uniforms are being worn and are in good condition
  • Carry out regular site reviews
  • Carry out engineers appraisals
  • Ensure all callouts are attended to, in conjunction with the Service Desk
  • Manage quarterly online tool box talks
  • Promote H&S culture across the whole team
  • Prepare quotations by supplying administrators with labour summary and supplier quotations for materials in order for quotations to be raised effectively
  • Attend operational meetings as required
  • Ensure regular communication with engineering team
  • Carry out monthly audits on both PPM & Reactive works and provide Head of Business Unit with the report
  • Audit Logbook - Ensure it is being used correctly by both employees and sub-contractors
  • Ensure office and Business unit compliance is maintained
  • Manage & approve engineer expense
  • Manage & approve engineer annual leave requests
  • Assist Head of Business Unit with preparation for external & internal audits
  • Ensure customer service levels are maintained
  • Compile operation and maintenance manuals
  • Ensure all 3rd party contracts have been carried out
  • Share initiatives to enhance our service provision and recommendations for system infrastructure development


  • Reporting to the Head of Services division
  • Working collaboratively as part of the team across all Divisions
  • This post carries direct budgetary responsibility
  • Direct line manager for engineering team


  • A good general education is essential, ideally to degree standard but possibly to HND level
  • Training Incumbents must be able to demonstrate a career showing continuous personal development
  • Up to date technical knowledge of ACOP’s, FGAS, fire and environmental control measures, building control requirements, and the Health and Safety at Work Act
  • Managerial experience at Contract Manager or Senior Supervisor level within a HVAC led business is essential
  • Practical experience must include recruitment and line management/supervisory experience
  • Technical experience in Commercial A/C and Chillers / Applications
  • Delivery of wider facilities management services is desirable
  • The development and review of teams, appraisal, and the application of effective people management practice
  • Aptitudes Excellent verbal and written communication skills
  • Numerate and computer literate
  • Character Excellent motivational and influencing skills, with high levels of personal integrity. Has vision, and able to communicate this effectively
  • A role model for customer service excellence.
  • Analytical and creative
  • Able to contribute effectively across all business activities.
  • Politically astute
  • Incumbents must have a high level of energy, be self- starters, confident and stable in manner
  • Organised, able to prioritise and deliver within high pressure, business environments
  • Circumstances Incumbents will be required to travel on occasions to support operational delivery, and participate in training and business review. Some overnight stays may be needed


Basic Salary: £ 45,000 - £50,000

Holiday: 25 days annual leave.

Transport: Company Car or Car Allowance

Other: Company Credit Card + Company Fuel Card + Sick Pay + Smart Phone + Laptop + Pension