Ecosse Professional Services Ltd
Service Manager
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Job Description – Service Manager
Employment Type: Permanent, Full-time
Location: Bridgewater
Reports to: Managing Director
PURPOSE OF THE ROLE:
The Service Manager is responsible for the overall operational, commercial, and people performance of the Service Department.
The role is accountable for ensuring the department delivers outstanding customer service, achieves its operational and financial targets, develops a high-performing team, and operates in accordance with company policies, procedures, and industry standards.
The Service Manager is responsible for leading and developing the Service Department to deliver safe, compliant, and high-quality service while achieving financial and operational targets. The role combines strong people leadership with data-driven management, using KPIs, reporting, and financial information to make decisions, solve problems, and drive continuous improvement. The Service Manager owns departmental profitability, resource utilization, and customer satisfaction, acts as the senior escalation point for service issues, and ensures that service delivery supports the company’s wider strategic goals.
Success in this role requires the ability to balance the human aspects of leadership with the effective use of facts, management information, reporting, and financial data.
WHAT WILL I BE ACCOUNTABLE FOR?
Leadership & Team Development
- Lead, inspire, and develop the Service Team, creating a positive, engaged, and high-performing team culture.
- Create a culture of accountability, ownership, and continuous improvement, holding team members accountable for performance, standards, and behaviours.
- Conduct regular one-to-one reviews, coaching sessions, and performance discussions to support development and manage performance.
- Ensure engineers have the training, competence, and resources required to perform effectively, and lead change positively and effectively.
Operational Management
- Ensure the department consistently delivers safe, compliant, and efficient service delivery, with all work completed in line with agreed contract scope, company procedures, and relevant British Standards.
- Manage engineering resources, subcontractors, and external providers to maximize productivity, minimize inefficiency, and ensure high standards of quality, professionalism, and customer service.
- Ensure customer communication processes, operating procedures, and workflows are fully documented, clearly understood, and consistently followed.
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Commercial & Financial Accountability
- Own the profitability and financial performance of the Service Department, including departmental budgets, forecasts, revenue, costs, margins, and productivity.
- Identify and manage financial risks, performance variances, and margin leakage, ensuring all chargeable activity is correctly identified, recorded, and invoiced.
- Ensure any work outside agreed customer scope is properly managed, authorized, and charged in line with commercial agreements.
- Drive initiatives to improve departmental profitability, efficiency, and overall operational performance.
Data, Reporting & Performance Management
- This is a core responsibility of the role. The Service Manager must use data, reporting, and management information to understand performance, identify trends, and make informed decisions.
- Produce and maintain accurate departmental reports, monitoring KPIs, trends, and operational performance metrics.
- Analyse revenue, costs, utilisation, productivity, and margin performance, investigating variances against budget, forecast, and targets.
- Identify root causes of poor performance and develop corrective action plans based on evidence rather than assumptions.
- Provide regular performance updates and recommendations to the leadership team, ensuring decisions are supported by facts, analysis, and measurable outcomes.
Continuous Improvement & Problem Solving
- Proactively identify issues before they become significant business problems, analyzing operational and commercial performance trends.
- Develop, implement, and measure corrective action plans, adjusting where necessary and ensuring agreed solutions are embedded into everyday working practices.
- Drive continuous improvement throughout the department by constructively challenging existing processes and recommending evidence-based improvements.
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Customer & Stakeholder Management
- Build and maintain strong customer relationships, acting as the senior escalation point for service issues.
- Manage customer expectations effectively and maintain high levels of customer satisfaction.
- Work collaboratively with Sales, Projects, and other departments to ensure service delivery supports wider company goals and strategic objectives.
Person Profile and Experience:
- Takes full ownership, accepts accountability, addresses issues directly, and is proactive rather than reactive; leads by example with resilience, personal accountability, and strong communication skills.
- Makes evidence-based decisions with a strong analytical, problem-solving mindset, able to interpret financial and operational data and use management information to drive performance improvement.
- Demonstrates strong people leadership, team, and stakeholder management skills, able to challenge constructively, receive challenge professionally, and build effective relationships.
- Shows strong commercial awareness with budget management experience, and uses financial insight to support departmental profitability and performance.
- Has strong planning, prioritisation, and organisational skills, with the ability to create and execute clear action plans to drive continuous improvement.
Desirable:
- Experience within fire protection, life safety, or technical service industries.
- Experience managing field-based engineering teams.
- Experience with ERP/Service Management systems.
- Experience managing KPI frameworks and performance reporting.
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