Zip Water UK
National Installations & Scheduling Service Manager
United Kingdom
Posted about 20 hours ago
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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, analyze 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, standardize processes, and champion digital tools, automation, and data-led decision-making to improve productivity, reliability, and scalability.
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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 optimizing workforce and resource utilization.
Revenue & Margin Growth
- Identify and deliver revenue and margin opportunities through effective customer interactions, reduced installation failure, improved capacity utilization, 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 optimization, 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, organizational change, service recovery, and complex customer or operational escalations.
- Excellent communication, stakeholder management, coaching, and problem-solving skills.
- Valid UK driving license.
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Desirable
- Experience managing compliance, audits, incident investigations, and corrective-action programs.
- Experience leading process digitization, 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 ongoing learning and development with our online learning platform
- Discretionary bonus scheme
- Company car
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Skills
Operational Leadership
Workforce Management
Capacity Planning
HSE Compliance
KPI Tracking
Root-Cause Analysis
Budget Management
Stakeholder Management
Performance Management
Route Optimisation
Service Delivery
Change Management
Digital Scheduling Tools
Strategic Planning
Coaching
Resource Utilisation
Location