Serco Plc
Service Manager
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Service Manager
Service Manager – Facilities Maintenance
Location: MOD Abbeywood (On-site role) Contract Type: Permanent, Full-time Salary: £37,000 – £44,500
Who We Are
VIVO provides facilities management and accommodation maintenance for the UK military and its partners. We blend experience with innovation, putting customers and families first as our driving force.
Our core values guide everything we do:
- Open
- Caring
- Agile
- Collaborative
We deliver reactive repairs, planned maintenance, and major projects—safely, on time, and to the highest standards.
The Role
You will lead as a Service Manager, overseeing the delivery of maintenance services across site operations—a critical position ensuring all works (reactive, planned preventative maintenance (PPM), remedial, and billable works) are completed:
- Safely
- Efficiently
- In alignment with performance standards and contractual compliance
Key Responsibilities
Service Delivery & Coordination
- Take ownership of day-to-day operations, managing:
- Internal teams
- Tier 1 suppliers
- Specialised contractors
- Coordinate workflows to meet timelines, quality expectations, and health & safety requirements.
- Collaborate with Built Estate Manager, customers, and stakeholders to:
- Report progress
- Resolve challenges
- Maintain service excellence
Operational Oversight & Risk Management
- Monitor operational performance by reviewing:
- Work schedules
- Progress reports
- Key milestones
- Identify risks proactively and address issues before they disrupt delivery.
- Work to continuously improve service standards and support technical guidance for operational teams.
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Contractor & Supply Chain Management
- Manage contractors and supply chain partners, ensuring:
- Value for money
- Contract compliance
- Support project planning, including:
- Quotation evaluations
- Resource allocation
- Purchase order management
- Materials & equipment coordination
Compliance & Documentation
- Ensure all required documentation is in place before activities begin, including:
- Risk assessments
- Method statements
- Permits
- Safe systems of work
- Maintain records and update CAFM systems with:
- Asset information
- Inspection reports
- Certifications
- Conduct regular assurance checks for compliance.
- Support statutory responsibilities such as:
- Asbestos management
- Legionella control
- Temporary works coordination
Customer & Stakeholder Engagement
- Work with the Built Estate Manager to:
- Resolve customer concerns
- Improve service performance
- Deliver smaller billable works projects successfully
About You
We’re looking for an experienced service delivery professional accustomed to fast-paced operational environments. Key requirements include:
Essential Experience
- Proven management of service delivery in facilities management, property maintenance, engineering, or a comparable operational field.
- Expertise in coordinating:
- Teams
- Contractors
- Suppliers
- Against agreed targets.
- Hands-on experience with:
- Reactive repairs
- Planned maintenance systems
- Remedial works
- Strong understanding of:
- Safe systems of work
- Compliance standards (e.g., asbestos, legionella, temporary works)
- Facilities management frameworks (JSP 375, SFG20)
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Technical Background
- Preference for candidates with a technical background in electrical or mechanical disciplines, supplemented by:
- A relevant Level 3 qualification
- Or equivalent experience
- Familiarity with CAFM systems and health & safety processes will add value.
Soft Skills & Attitude
- Highly organised, with the ability to prioritise competing demands.
- Attention to detail when managing complex workflows.
- Strong communicator who builds trusted relationships with:
- Customers
- Contractors
- Internal stakeholders
- Problem-solving mindset; self-reliant with a history of delivering safe, compliant, customer-focused outcomes.
- The ability to obtain SC Security Clearance is a critical requirement.
Nice-to-Have
- Experience in MOD environments or regulated estates.
- Qualifications such as:
- IOSH Managing Safely
- NEBOSH
- SMSTS
- CDM Awareness
Why Join VIVO?
Benefits
- 6% matched pension contribution
- 25 days’ annual leave (plus bank holidays)
- Single private medical cover
- Life assurance (2× annual salary)
- Permanent security of employment through VIVO Defence Services (a joint venture between Serco and EQUANS).
Our Commitment to You
- A diverse and inclusive workplace with reasonable adjustments for candidates at all stages.
- Open to flexibility discussions and hybrid working models.
- Disability Confident Leader—we welcome applications from disabled applicants meeting the minimum criteria.
Note: By applying, you consent to your CV being shared with VIVO Defence Services, Serco, and EQUANS during recruitment.
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