Service Operations Specialist

The Service Operations Specialist is responsible for the end-to-end coordination and management of service delivery activities across the EMEA region, ensuring the successful execution of reactive service calls, preventative maintenance programmes, remedial works, small works projects, and subcontractor-delivered services.

Acting as a central point of control between customers, field engineers, subcontractors, suppliers, and internal stakeholders, the role is accountable for service planning, resource optimisation, SLA performance, customer communication, documentation compliance, quotation administration, and invoice readiness. The position requires strong technical understanding, operational decision-making, commercial awareness, and the ability to manage multiple priorities within a fast-paced service environment.

Responsibilities

• Own and manage service requests throughout the entire lifecycle, from customer notification through to completion and invoicing.
• Coordinate reactive service attendance, planned maintenance visits, remedial works, and small works projects across multiple territories.
• Manage engineer and subcontractor resource allocation to maximise utilisation and service efficiency.
• Act as the primary point of escalation for service scheduling conflicts, resource constraints, and SLA risks.
• Monitor service performance against contractual SLAs and customer commitments.
• Review, validate, and manage service documentation including DTRs, engineer reports, and completion records.
• Coordinate third-party service providers and Local Service Partners (LSPs), ensuring compliance with customer and contractual requirements.
• Prepare and administer quotations for remedial works, corrective works, and service-related activities.
• Proactively engage with customers regarding service updates, attendance planning, and incident resolution.
• Support service revenue generation by ensuring timely completion of documentation required for customer invoicing.
• Analyse service performance trends and identify opportunities for operational improvement.
• Assist in the management of maintenance programmes and service contract obligations.
• Produce and distribute operational KPIs, workload reports, and performance metrics.
• Support management with service planning, customer escalations, and continuous improvement initiatives.
• Maintain accurate records within service management systems and ensure data integrity.