Job Purpose:
Assist the Service Director with all aspects of running of the service department. Accountable for securing growth in the service department through engagement with client stakeholders and demonstrations of wider capabilities & solutions.
Salary: £55,000- £60,000 DOE
Location: Hybrid working.
Hours: 40 hours per week. 8:30-17:00 Monday- Friday
What You'll Be Doing:
- Assist with the management of all Service field employees and have responsibility for all HR matters, with the ability to escalate to the Service Director where required
- Assist the Field & Office management teams with their duties and responsibilities with a focus on contract
delivery, department performance against KPI’s and stock management
- Provide leadership and management to direct reports ensuring understanding of strategic plans and that teams are motivated to achieve objectives in a timely and professional manner
- Overall responsibility for recruitment and succession planning with assistance from the FLMs
- Engagement and management of subcontractors in line with company processes and approvals
- Asses and determine proposed van and store stock holding
- Asses and determine resource headcount
- All hr disciplinary meetings on engineers with field line managers
- Responsible for the utilisation of engineering team members and ensure the
- Data driven resource planning for current contracts and upcoming contracts to ensue resource levels are optimum.
- Analyse the business performance of the delivery teams, using the data to drive decision making and operational improvements.
- Proposing and delivering performance improvement across the field team to improve efficiencies and profitability of the engineering team.
- Ensuring the profitability of the region by delivering on SLAs and hitting regional targets via KPIs
- Ensure audits are completed and implement corrective action as required
- Escalation point for FLMs and Technical Administrator
- Ownership of call response and resolution, and co-ordination of workloads to meet SLA targets and other service responsibilities
- Ensure all customers receive excellent customer service. Attending Customer Contract Meetings and managing complaint jobs to resolution.
- Owning and managing the budgetary and financial activities of the team and driving efficiencies into the overall operational budget
- Other reasonable requests in line with the needs of the Department and the business
What You'll Bring:
- Extensive experience within the Fire & Security or automation fire doors and access control industry managing service delivery contracts and operational teams.
- Proven P&L management experience with responsibility for revenue growth, margin performance, and cost control.
- Strong leadership skills with experience managing and developing field-based and office-based management teams.
- Demonstrable experience building client relationships, leading contract reviews, and managing key stakeholder expectations.
- Data-driven decision maker with strong analytical skills and a track record of improving KPIs, SLA performance, utilization, and operational efficiency.
Desirable Qualifications:
- FIA, FPA, IFSM, or equivalent Fire & Security or automation fire doors and access control industry qualification.
- Management qualification (ILM, CMI, Degree, or equivalent).
- Full UK Driving License.
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