Cento
Regional Service Manager - Midlands & North
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Regional Service Manager | circa £50,000 | Midlands and North
The Regional Service Manager is a pivotal leadership position responsible for overseeing service delivery across a defined region. The role leads engineering teams, manages planning and performance, and acts as the primary escalation point for customers. Success in this role is defined by consistently achieving service KPIs, maintaining compliance standards, and ensuring a high level of customer satisfaction.
Key Responsibilities
- Lead, coach, and performance manage a team of service engineers and subcontractors against key KPIs such as utilisation, response times, and customer satisfaction
- Own regional service delivery, ensuring effective planning, resourcing, and prioritisation of both planned and reactive work
- Oversee scheduling and coordination to maximise productivity while meeting compliance and customer-critical timeframes
- Maintain strong technical governance, ensuring consistent adherence to company standards and correct engineering practices
- Ensure compliance with relevant regulations and British Standards through monitoring, auditing, and verification of outputs
- Act as the escalation point for customer issues, managing resolution plans and maintaining strong client relationships
- Drive a right-first-time culture through analysis of repeat issues, defects, and customer feedback
- Conduct regular audits including site visits, job reviews, and reporting checks to maintain service quality
- Lead performance reviews, one-to-ones, and development planning for engineering teams
- Manage operational administration including approvals, timesheets, materials control, and invoicing accuracy
- Provide clear and timely reporting on performance trends, risks, and resource requirements to senior stakeholders
- Support sales and account teams with technical input to ensure serviceability and customer expectations are aligned
- Recruit and retain engineering talent in line with business growth
- Implement and maintain training and competency plans across the regional team
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Key Requirements
Essential Requirements
- Proven experience managing field-based service teams delivering against KPIs and SLAs
- Strong planning and operational management capability
- Technical background in life safety systems or fire systems maintenance
- Working knowledge of British Standards and regulatory frameworks
- Ability to manage stakeholders and build strong working relationships
- Calm, decisive, and accountable under pressure
- Strong leadership presence with the ability to set standards and communicate effectively
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Desirable Requirements
- Experience in a multi-site or regional management role
- Exposure to compliance-led service environments
- Relevant technical or leadership qualifications
Benefits And Package
- Salary circa £50,000 plus performance-related bonus (dependent on experience)
- Company car
- 25 days holiday plus bank holidays
- Pension scheme with 5 percent employee contribution and 3 percent employer contribution
- Opportunities for career progression within a growing organisation
Location and Work Pattern
- Midlands and North region
- 1 to 1.5 days per week office-based, remainder of time spent in the field with engineers and customers
- Regular regional travel required
Company Overview
Our client is a leading UK provider of life safety service and maintenance solutions, specialising in fire detection, emergency lighting, and compliance-critical systems. They support customers in maintaining safe, compliant, and fully operational buildings through high engineering standards, reliable service delivery, and clear communication.
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