Role Purpose
The Fire & Security Operations Manager is responsible for the effective day-to-day management of the operational delivery of the Fire & Security division.
The role will lead the engineering and scheduling functions, ensuring planned maintenance, reactive works, installations and small works are delivered safely, efficiently, profitably and in accordance with company standards, British Standards and third-party accreditation requirements.
A key part of the role is creating a high-performing operational environment through strong leadership, effective resource planning, engineer development, customer service and clear accountability.
Key Responsibilities
Operational Management
· Take ownership of the day-to-day delivery of Fire & Security operations.
· Manage planned preventative maintenance, reactive call-outs, remedial works, installations and small projects.
· Ensure engineer diaries and resources are planned efficiently to maximise productive time and minimise unnecessary travel.
· Monitor operational workload, capacity and forward planning.
· Ensure contractual SLAs, response times and customer commitments are achieved.
· Identify operational risks, resource constraints and potential service failures before they affect customers.
· Work closely with Sales, Technical, Compliance and Administration to ensure effective handover and delivery of works.
· Ensure completed works are reviewed, closed and invoiced promptly.
Engineering Team Leadership
· Lead, manage and support Engineering Manager, Technical Manager, Fire & Security Engineers, Senior Engineers, Apprentices and operational support staff.
· Set clear expectations for performance, behaviour and customer service.
· Conduct regular one-to-ones, performance reviews and team meetings.
· Monitor individual engineer productivity, quality and utilisation.
· Identify training and competency requirements and develop engineers accordingly.
· Support apprentices and less experienced engineers through structured development.
· Manage performance issues appropriately and consistently.
· Promote a positive culture of accountability, teamwork and continuous improvement.
· Support recruitment, onboarding and retention of engineering personnel.
Scheduling & Resource Management
· Oversee the scheduling function and effective deployment of engineers.
· Ensure the right engineer is allocated based on competency, geography, customer requirements and job type.
· Monitor planned versus actual labour requirements.
· Manage holiday, sickness, training and other resource constraints.
· Maintain appropriate coverage for reactive and out-of-hours services.
· Review scheduling efficiency and engineer utilisation regularly.
· Support the development of regional engineering coverage as the business grows.
Compliance & Quality
Ensure operational delivery complies with applicable requirements including, where relevant:
· BAFE / SP203-1
· SSAIB
· GateSafe
· British Standards
· BM TRADA & NICEIC (advantageous)
· Manufacturer requirements
· Health & Safety legislation
· Company policies and procedures
Ensure engineers complete appropriate documentation, certification and service reports accurately and on time.
Work closely with the Compliance function to:
· Maintain third-party accreditations.
· Prepare for audits.
· Address non-conformities.
· Monitor technical quality.
· Implement corrective actions.
· Continually improve operational standards.
Customer Service
· Maintain strong relationships with key customers.
· Take ownership of escalated operational issues and complaints.
· Ensure customers receive clear and timely communication.
· Attend customer review meetings where required.
· Ensure operational commitments made to customers are achievable and delivered.
· Identify opportunities to improve customer experience and contract performance.
Commercial Performance
Take operational responsibility for delivering work efficiently and profitably.
Monitor and improve:
· Engineer utilisation.
· Productive hours.
· First-time fix rates.
· Jobs completed per engineer.
· PPM completion.
· Reactive response performance.
· Repeat visits.
· Overtime.
· Travel time.
· Remedial conversion.
· Work in progress.
· Jobs awaiting closure/invoicing.
Challenge inefficient working practices and implement improvements.
Support commercial decision-making by providing accurate information regarding labour requirements, operational capacity and delivery costs.
Health & Safety
· Promote a strong health and safety culture throughout the engineering operation.
· Ensure engineers comply with RAMS, dynamic risk assessments and safe systems of work.
· Ensure appropriate PPE, equipment and training are provided.
· Review accidents, incidents and near misses.
· Ensure vehicles, tools and test equipment are appropriately managed and maintained.
· Ensure engineers understand their individual responsibilities for safe working.
Key Performance Indicators
Performance will be measured against agreed operational KPIs, including:
· PPM completion percentage.
· SLA achievement.
· Engineer utilisation.
· Productive hours per engineer.
· First-time fix percentage.
· Average jobs completed per engineer/day.
· Repeat visit percentage.
· Outstanding jobs/WIP.
· Jobs awaiting invoicing.
· Customer complaints.
· Engineer overtime.
· Training and competency compliance.
· Audit/non-conformance performance.
· Health & safety performance.
· Gross margin against operational targets.
Knowledge & Experience
The successful candidate should ideally have:
· Significant experience within the fire and/or electronic security industry.
· Previous experience managing engineering teams.
· Strong understanding of service and maintenance operations.
· Experience managing scheduling and field-based resources.
· Knowledge of fire alarm, CCTV, access control and intruder alarm systems.
· Good understanding of relevant British Standards and industry requirements.
· Experience working within BAFE and/or SSAIB accredited environments.
· Strong commercial awareness.
· Experience using CRM, field-service or scheduling software.
· Ability to interpret operational and financial KPIs.
· Full UK driving licence.
Technical qualifications within Fire & Security would be advantageous.
Skills & Behaviours
The Operations Manager will be expected to demonstrate:
Leadership – Sets clear standards and develops people rather than simply managing tasks.
Accountability – Takes ownership of operational performance and follows issues through to resolution.
Organisation – Effectively manages multiple engineers, customers, priorities and deadlines.
Commercial Awareness – Understands that operational decisions directly affect profitability.
Communication – Communicates clearly with engineers, customers and senior management.
Problem Solving – Makes practical, timely decisions when operational challenges arise.
Continuous Improvement – Challenges existing processes and looks for better ways of working.
Compliance Focus – Understands that life-safety systems require consistently high technical and documentation standards.
Management Expectations
This is a hands-on management position. The successful candidate will be expected to understand what is happening within the operation, challenge poor performance and provide practical support where required.
The role is not simply about keeping engineers busy. Its purpose is to create an operation that is safe, compliant, efficient, scalable, commercially successful and capable of consistently delivering an excellent service to our customers.
The Operations Manager will play a key role in supporting the continued growth of Your Choice Fire & Security while maintaining our commitment to compliance and customer service.
Job Type: Full-time
Pay: £40,000.00-£60,000.00 per year
Benefits:
- Additional leave
- Company car
- Company pension
- Free parking
- On-site parking
- Referral programme
Experience:
- Fire and Security Operations management: 3 years (required)
Work Location: In person
