Service Operations Manager

London (Greater)
03 Feb 2018
13 Mar 2018
Contract Type
Full Time

• Salary - Negotiable
• Company Car
• Laptop
• Mobile Phone

Job Purpose Summary

Reporting into the Regional Director, this role of Service Operations Manager for a £10m regional business in the provision of Fire and Security services will attract candidates that are delivery and customer focussed but have a sharp eye on P & L performance. A key feature of this role is to lead the Engineering team in striving to exceed customers expectations whilst balancing cost efficiency, health and safety and compliance. A visible and approachable management style are essential.

Key Responsibilities & Accountabilities

The Role & Responsibilities
• To motivate and inspire the Service team in the South region to drive performance, engineer efficiency and customer service excellence.
• To lead by example and demonstrate true leadership of the Service function with input to overall strategy and objectives.
• Leadership and Management of the Supervisors and Engineering Team to ensure the highest standards of service and professional customer service is delivered.
• To optimise efficiencies in resource utilisation throughout the service teams and establish KPIs to monitor output and profitability.
• To ensure work planning is efficient and consistent.
• To drive Heath and Safety Compliance, completing tool box talks, health and safety audits (PPE, ladder, vehicle etc.), reporting accidents, near misses and dangerous occurrences, relating to servicing and maintenance works only.
• To run compliance checks for BAFE/ISO Quality Assurance Audits in line with company procedures.
• To lead the Service desk personnel and ensure that the correct/most appropriate engineers are allocated to certain jobs.
• Auditing maintenance contracts, and due date for services, advising Service desk of combining visits for logistical and geographical reasons to minimise travelling time/parking costs etc, to ensure maximum cost effectiveness and efficiency.
• Consideration to be given to engineer compatibility and technical ability to the individual sites/systems and customer requirements relating to times of access and testing.
• Ensuring that correct and prompt action is taken for any emergency, reactive callouts, attention to jobs that require a particular engineer to attend to, either due to familiarity on site, with customer, or system and continuity.
• To strive towards “1st time fix rate” and limit return visits.
• Communication with customers to act as escalation for the Service Desk.
• Communication with engineers when there are issues that cannot be effectively dealt with by service desk operator. i.e. on a technical level, advising on decision/steps forward etc.
• Strive and aim towards completion of all maintenance visits during the months required, to achieve targets as dictated by our BAFE and ISO Membership.
• To manage engineers, and be available outside normal working hours in cases where “on-call” engineer has a particular problem, or issue that requires advice.
• To be available during outside normal working hours if escalation procedure deems it necessary to speak to customer direct to discuss issue/plan for next steps/return visit etc.
• Carry out site audits and quality checks during/following engineers’ attendances (on average once a month).
• To lead weekly progress meeting on maintenance targets, particular jobs requiring action.
• To provide monthly report on maintenance completed and outstanding – discussion on steps to take to complete visits and improve.

Person Specification

The ideal candidate will have the following skills and experience:

• Applicant will be required to demonstrate experience and past success in managing a 'growing' service department.
• Excellent man -manager and clear communicator.
• IT literate and database management.
• Customer focused.
• Capable of working effectively under pressure in a deadline driven environment.
• Strong organisational stills.
• The ability to handle multiple priorities with a structured approach.
• Self motivated, proactive and enthusiastic.
• The ability to influence others and gain buy in

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