National Installations & Scheduling Service Manager

Key Responsibilities

• Operational Leadership - Lead, coach and develop field engineers and scheduling coordinators as one high-performing national team. Set clear objectives, establish accountability and ensure consistent delivery against safety, service, productivity and customer standards.

• Scheduling & Capacity Management - Own national scheduling performance, balancing demand, available capacity, engineer skills, geography, customer commitments and commercial priorities. Proactively manage backlog, cancellations, unallocated work and emerging capacity risks.

• Health, Safety & Compliance - Maintain a visible safety leadership presence and ensure full compliance with HSE requirements, risk assessments, method statements, competency standards, incident reporting and corrective actions. Lead investigations and embed learning across the national team.

• Service Delivery Management - Own installation quality and right-first-time performance, ensuring customer commitments are met and service failures, repeat visits and escalations are resolved quickly and sustainably.

• Performance Governance -Establish clear daily and weekly performance routines, track KPIs, analyse trends, complete root-cause analysis and ensure corrective actions are owned and delivered. Escalate material safety, customer, resource or service risks promptly.

• Continuous Improvement - Identify operational inefficiencies, standardise processes and champion digital tools, automation and data-led decision-making to improve productivity, reliability and scalability.

• Stakeholder Collaboration - Work closely with Sales, Customer Experience, Operations and senior leadership to align priorities, resolve delivery issues and ensure seamless communication across the customer journey.

• Commercial & Cost Control - Own the installation operational budget and deliver agreed productivity, overtime, travel, subcontractor and cost-per-job targets while optimising workforce and resource utilisation.

• Revenue & Margin Growth - Identify and deliver revenue and margin opportunities through effective customer interactions, reduced installation failure, improved capacity utilisation and close partnership with Sales and Customer Experience.

• People Leadership — Build team capability through workforce planning, recruitment, onboarding, coaching, performance management, succession planning, skills development and timely management of conduct, attendance and underperformance.

Requirements

Essential

• Proven leadership experience managing a sizeable, geographically dispersed field workforce and office-based scheduling or coordination teams.

• Demonstrable success improving productivity, service levels, installation quality and customer outcomes within a field service or installation environment.

• Strong scheduling and workforce-management capability, including use of digital scheduling tools, capacity planning, route optimisation and backlog management.

• Strong data literacy, with experience using operational KPIs, root-cause analysis and performance routines to drive decisions and sustained improvement.

• Experience managing budgets, overtime, contractors, operational expenditure and cost-per-job performance.

• Confidence managing performance, organisational change, service recovery and complex customer or operational escalations.

• Excellent communication, stakeholder management, coaching and problem-solving skills.

• Valid UK driving licence.

Desirable

• Experience managing compliance, audits, incident investigations and corrective-action programmes.

• Experience leading process digitisation, automation or service transformation initiatives.

• Strong understanding of HSE regulations, risk assessments, method statements and incident reporting.

Benefits

• 25 days annual leave + bank holidays
• Company Sick Pay (after qualifying period)
• Holiday purchase scheme
• Full training and continuous support with your team
• A market leading company pension
• Life insurance
• Employee rewards and discounts through Perks at Work
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme
• Well-being programs – your well-being is important to us
• Access to on-going learning and development with our online learning platform
• Discretionary bonus scheme
• Company car