Regional Service Manager

Typical Responsibilities

Operational Management

Oversee service delivery across all sites in the region, ensuring adherence to SLAs and departmental standards.Manage operational efficiency, resource allocation, and scheduling.

Implement process improvements to optimize service performance and cost efficiency.

Team Leadership

Manage Area Service Managers and regional service teams, including engineers and supervisors.

Develop and coach staff to maintain high levels of performance and professional growth.

Conduct performance reviews, identify skill gaps, and support succession planning.

Customer & Account Management

Serve as the escalation point for critical customer issues and account disputes.

Ensure consistent customer satisfaction and proactive engagement with key accounts.

Monitor NPS/CSAT scores and implement initiatives to improve client experience.

Financial & Compliance Responsibilities

Own regional Gross Margin (%) and EBIT, ensuring cost-effective service delivery.

Monitor regional budgets, approve expenses, and identify areas for financial improvement.

Ensure compliance with fire and security standards (NSI/FIA/SSAIB), company policies, and regulatory requirements.

Service Contracts & Renewals

Oversee onboarding of new clients and ensure smooth service transitions.

Support contract renewals by ensuring high-quality service delivery and client satisfaction.

Work with Service Sales Engineers and Area Managers to maintain and grow client account

KPIs & Reporting

Monitor and report on key operational KPIs including SLA performance, first-time fix rates, engineer productivity, and customer satisfaction.

Provide regular updates to the Service Operations Manager and Service Director.

Engineers Overtime & Resource Planning

Approve and monitor engineers’ overtime to ensure efficient coverage without exceeding budget.

Plan and adjust resources to meet service demand and maintain operational continuity.

Person Specification

Candidates shall be able to demonstrate the necessary qualifications, experience, skills, and traits to meet the requirements set below. Requirements for the role shall be evidenced on the application form and in the interview process. Please use the following as guidance when completing the further information section of your application form.

## Qualifications

| Qualifications | Essential / Desirable | To be identified by |

| --- | --- | --- |

| Relevant technical or engineering qualification in fire, security, or related field. | Essential | Application |

## Experience

| Experience | Essential / Desirable | To be identified by |

| --- | --- | --- |

| • Proven experience in service operations management, preferably in fire and security. | Essential | Interview / Application |

Experience managing multi-site teams and regional operations. | Essential | Interview / Application |

Familiarity with service contract management, renewals, and client relationship management. | Essential | Interview / Application |

## Skills / Abilities

| Skills / Abilities | Essential / Desirable | To be identified by |

| --- | --- | --- |

| Strong leadership and team management skills. | Essential | Interview / Application |

Excellent customer service and problem-solving capabilities. | Essential | Interview / Application |

Financial acumen to manage budgets, GM (%), and EBIT. | Essential | Interview / Application |

Knowledge of fire and security service operations, standards, and compliance requirements. | Essential | Interview / Application |

Ability to work under pressure and make operational decisions. | Essential | Interview / Application |

Strong communication and interpersonal skills. | Essential | Interview / Application |

## Other

| Other | Essential / Desirable | To be identified by |

| --- | --- | --- |

| Enthusiasm and willingness to learn. | Essential | Interview |

Flexible in approach to working hours. | Essential | Interview |

A full and valid driving license. | Desirable | Application |

Commitment to confidentiality and data protection. | Essential | Interview |