Service Operations Manager

Job Title: Service Operations Manager

Department: Motive Power

Employment Type: Full-Time, Permanent

Role Overview

We are currently inviting applications for an exciting, newly created Service Operations Manager position within our Motive Power division.

This is an excellent opportunity for an experienced, enthusiastic and motivated operations professional to take on a key leadership role within the business, with the opportunity to make a significant impact on departmental performance, service delivery and future growth.

As a newly established position, the successful candidate will have the opportunity to help shape and develop the role, influence operational processes and introduce improvements that enhance efficiency, strengthen customer relationships and support the continued development of the department.

The Service Operations Manager will be responsible for leading the day-to-day operations of the Motive Power division, ensuring the efficient delivery of services to customers while maintaining high standards of customer satisfaction and operational performance.

The role will provide leadership and direction across the Rental Administration, Service Administration, Scheduling and Contract Administration functions, whilst overseeing operational resources and supporting field service activities.

Acting as a key link between office-based support teams, field operations, customers and senior management, the successful candidate will play an important role in driving service excellence, developing team performance and identifying opportunities for continuous improvement.

This position would suit an ambitious, hands-on manager who enjoys taking ownership, developing people and processes, and wants to play a meaningful role in shaping the future success of a department.

Roles & Responsibilities

Operational Leadership & Team Management

• Lead and manage the day-to-day operations of the Motive Power division, ensuring the effective delivery of operational and customer service activities.
• Provide leadership and direction to the Rental Administration, Service Administration, Scheduling and Contract Administration teams.
• Take ownership of the development of this newly created position, helping to establish effective operational structures, processes and ways of working.
• Ensure operational resources are effectively planned, coordinated and managed to meet customer requirements and business objectives.
• Drive the continued development, efficiency and performance of the department.
• Manage team workloads, priorities and resource allocation to maintain agreed service levels.
• Conduct regular one-to-one meetings, appraisals and performance reviews.
• Provide coaching, mentoring, training and development opportunities to team members.
• Foster a positive, collaborative and accountable working environment, encouraging high performance and continuous improvement.
• Identify opportunities to strengthen team capability, operational effectiveness and departmental performance.

Customer Service & Service Desk Management

• Oversee the daily operation of the service desk, ensuring all administrative and customer service activities are completed accurately and within agreed timescales.
• Support service desk activities when required, including responding to customer enquiries, resolving issues and ensuring effective communication.
• Act as the primary escalation point for customer service matters, ensuring issues are addressed professionally and efficiently.
• Ensure customer expectations are consistently met and exceeded wherever possible.
• Build and maintain strong relationships with existing customers through regular communication, engagement and proactive service management.
• Work closely with field engineers and operational teams to ensure service activities are effectively coordinated and supported.
• Identify opportunities to enhance the overall customer experience and improve service delivery standards.

Scheduling & Service Delivery

• Oversee the effective scheduling and coordination of field engineers and service activities to maximise operational efficiency and customer satisfaction.
• Ensure engineer availability, customer requirements and operational priorities are considered when planning service activities.
• Coordinate accommodation, travel arrangements and associated logistics where required.
• Ensure all service records, documentation, job sheets and technical reports are completed accurately and maintained appropriately.
• Monitor service delivery performance, ensuring agreed operational targets and customer commitments are achieved.
• Work closely with field service leadership to ensure effective communication, resource planning and service delivery.
• Identify and resolve operational challenges that may impact service performance or customer satisfaction.

Commercial & Contract Administration

• Oversee service invoicing activities, ensuring job reports and supporting documentation are completed accurately and within agreed timescales.
• Manage the day-to-day administration of customer service contracts.
• Monitor customer purchase orders, ensuring accurate processing and effective management of outstanding requirements.
• Coordinate the ordering of equipment, materials and parts, maintaining effective relationships with suppliers.
• Monitor supplier performance and delivery schedules to ensure timely fulfilment of operational and customer requirements.
• Assist with the preparation of quotations, tenders and customer proposals.
• Support commercial activities by identifying opportunities to improve customer retention, service efficiency and business growth.
• Work closely with relevant departments to ensure effective communication between operational and commercial functions.

Reporting, Performance Management & Continuous Improvement

• Compile, analyse and present monthly operational and service Key Performance Indicator (KPI) reports.
• Monitor departmental performance against agreed objectives, service standards and operational targets.
• Prepare management reports highlighting service trends, operational performance, challenges and opportunities for improvement.
• Identify, develop and implement process improvements to enhance operational efficiency, productivity and customer experience.
• Review existing procedures and introduce more effective ways of working where appropriate.
• Use customer feedback, service performance data and internal reviews to identify improvement opportunities.
• Support the development of departmental systems, processes and reporting structures to accommodate future business growth.
• Promote a culture of accountability, continuous improvement and operational excellence.

Stakeholder Management & Communication

• Develop and maintain effective working relationships with customers, suppliers, engineers, senior management and internal departments.
• Act as the key point of contact between operational support functions and field service teams.
• Ensure clear, timely and effective communication across all areas of the department.
• Manage operational and customer escalations professionally, ensuring appropriate and timely resolutions.
• Work collaboratively with other departments to support wider business objectives.
• Represent the department professionally in internal meetings, customer discussions and operational reviews.

Skills & Experience

Essential

• Previous experience in an Operations Manager, Service Manager, Customer Service Manager or similar leadership position.
• Proven experience managing service desk, scheduling, administration or operational support functions.
• Strong leadership, coaching and people management skills, with the ability to motivate and develop teams.
• Excellent organisational, planning and administrative abilities.
• Strong customer relationship management skills with a commitment to delivering high standards of service.
• Ability to prioritise competing demands, manage workloads and perform effectively under pressure.
• Excellent communication and interpersonal skills, with the confidence to engage with colleagues, customers and senior management.
• Strong problem-solving skills and the ability to make sound operational decisions.
• Proficiency in Microsoft Office applications, particularly Excel, Word and Outlook.
• Experience preparing operational reports, analysing KPIs and monitoring departmental performance.
• A proactive approach to identifying opportunities for operational improvement.
• Full UK Driving Licence.

Desirable

• Recognised Leadership or Management qualification.
• HNC, HND or Degree in Business Management, Operations Management or a related discipline.
• Previous experience within a service, engineering, industrial or technical environment.
• Experience managing purchasing activities and supplier relationships.
• Experience preparing quotations, tenders and customer proposals.
• Experience implementing operational improvements, developing processes or managing organisational change.
• Commercial awareness and an understanding of service delivery costs and operational efficiency.

Personal Attributes

The successful candidate should demonstrate the following qualities:

• Strong leadership: Confident, approachable and capable of motivating and developing others.
• Enthusiastic and driven: A positive, energetic individual with a genuine desire to succeed and make a difference.
• Proactive and solution-focused: Someone who takes initiative, identifies challenges and develops practical solutions.
• Hard-working and committed: A conscientious professional who takes pride in delivering high standards.
• Customer-focused: Committed to building strong relationships and providing an excellent customer experience.
• Commercially aware: Understands the importance of efficiency, productivity and customer retention.
• Organised and dependable: Able to manage competing priorities while maintaining attention to detail.
• Collaborative: A strong team player who works effectively across departments and encourages open communication.
• Adaptable and flexible: Comfortable working within a busy, evolving operational environment.
• Accountable: Willing to take ownership of decisions, responsibilities and departmental performance.
• Ambitious: Motivated by the opportunity to develop the role, improve processes and contribute to the future growth of the business.
• Resilient: Able to remain calm, professional and effective when working under pressure.

Role Development & Future Opportunities

As this is a newly created position , the Service Operations Manager will have a valuable opportunity to influence the future direction and development of the Motive Power division.

The successful candidate will be encouraged to bring forward new ideas, challenge existing processes constructively and implement improvements that enhance service delivery, operational performance and team effectiveness.