Service Operations Manager

Ideal Fire supply, install, commission, certify & service life safety systems. Wtech Fire & Security Technology Ltd trading as Ideal Fire is part of the Wtech Fire Group who are an internationally recognised leader in Fire Safety and Security. We deliver the best Customer Service to attract and retain the Best People to work with the Best Technology in the Best Workplaces.

THE ROLE

The Service Operations Manager will own the day-to-day performance of our service operations: the engineers, the administration team, the schedule, the contracts and the customer relationships behind them. You will make sure planned maintenance, and reactive callouts are delivered on time.

This is a hands-on management role with real accountability for service delivery quality in a regulated, life-safety environment.

Reporting to: General Manager

Hours: 39hrs per week

Days: Monday-Friday

ESSENTIAL CRITERIA

• 3+ years' experience managing a service or operations function, including responsibility for a team.
• Demonstrable experience of service contracts, SLAs and compliance obligations.
• Experience of maintenance scheduling, resource planning or field service logistics.
• Strong organisational and time-management skills.
• Good understanding of regulatory and compliance requirements.
• Proficiency in Microsoft Office and operational software systems (e.g., ERP tools).
• Ability to prioritise work and manage challenging workload.
• Flexible, adaptable and can-do attitude to work.
• Strong interpersonal and communication skills – Written and verbal.
• Excellent problem solving, time management, attention to detail, and reliability skills.

DUTIES & RESPONSIBILITIES

• Plan, coordinate and supervise day-to-day service and operational activity, including engineer scheduling and callout response
• Ensure all service work is delivered on time, within budget, and to the required technical and certification standards
• Engineer utilisation and first-time-fix rates improved against an agreed baseline
• Manage service contracts and SLAs, including renewals, scope changes and warranty claims.
• Track service costs and budget performance and flag variances early.
• Resolve operational issues and escalations promptly to minimise disruption.
• Lead, develop and support the service team, setting clear expectations and managing performance.
• Plan resourcing, training and competency coverage so the team can meet contractual and regulatory obligations.
• Identify and lead improvement initiatives, working within group systems and standards rather than around them.
• Service procedures documented and operating consistently, in line with group standards.
• Maintain strong relationships with customers, protecting satisfaction, renewal and repeat business.
• Ensure compliance with health and safety standards, industry regulations, and internal policies.

Benefits:

• Company pension
• Employee assistance program
• Free or subsidised travel
• On-site parking

We value diversity, equity, and inclusion; we recognise the benefits it can bring to the workforce and our Client’s that we support. We celebrate difference and want our People to be representative of all communities, genders, backgrounds and skill levels. If you require reasonable accommodation for any part of the recruitment process, please do not hesitate to let us know.

Our diverse representation is enriched by many characteristics, including race, ethnicity, gender, age, disability, neurodiversity, sexual orientation, religious beliefs, culture, language, and education, as well as professional and cultural experience.

We welcome job applicants from all communities, fostering a culture of inclusion for employees and respecting all individuals.

Our differences make us a better team – make better decisions, drive innovation, and deliver better business results.