Service Operations Manager

SALARY: £35,000 – £40,000


To manage all service operations within the Region. Responding to the technical, contractual and engineering needs of customers, clients and stakeholders for contracted and non-contracted planned maintenance and reactive work.


  • To lead, manage and provide a proficient, professional, cost effective and responsive 24 hour customer service, identifying areas where improvements can be made to the service
  • Manage the Regional Planner & Supervisor in work allocation and scheduling engineers / technicians in the most efficient and cost effective manner to use those resources
  • Managing and ensuring that an essential out of hour’s standby rota is implemented
  • Ensure compliance with all technical and quality standards, liaising as necessary with Gas Compliance & Health & Safety Managers
  • Producing all relevant Risk Assessment & Method statements (RAMS) in a timely manner and ensuring these are communicated to customers, field engineers and sub-contractors
  • Ensure that engineers and sub-contractors activities are fully compliant with relevant Risk Assessments and Method Statements (RAMS)
  • To ensure that company operational activities are in compliance with company policy and statutory requirements on Health and Safety matters and all other relevant statutory regulations
  • To ensure a high standard of business performance output by measuring and managing the performance of the team, implementing effective and efficient practice, systems and processes
  • Provide effective operational support to the field based team with regard to clothing / PPE, stock management. Procurement, supplier management and general administrative services
  • Identify any shortcomings in the performance of team members and liaise with the Regional Service Manager to address any shortcomings or training needs
  • Proactively lead, manage and motivate the allocated team to deliver a high standard of operational service to customers, ensuring customer communications are dealt with in a highly professional manner
  • Coach and mentor the team where required and to ensure that systems are in place to measure the personal development and training needs of the team
  • To provide an agreed monthly report for the Regional Service Manager to monitor and review the standard of service delivery
  • To ensure effective communications through the delivery of team meetings and briefings and other information channels as appropriate
  • To ensure all reports are compliant with company and statutory Health and Safety working practices, policies and procedures. To make reports aware of any changes
  • To assist in local sales activity by assisting the sales team as required with information or supply of technical /engineering resources
  • To liaise and assist Contract Mangers as necessary to ensure operational performance of the Regions engineers and sub-contractors are within the required performance standards
  • Assist the Contracts Managers in assessing requirements for the preparation of reactive quotations or extended contract works.
  • Liaise with CHD & Central Admin in all matters that affect the Regions operational & planned work schedules including equipment hire & return, spare parts ordering & return, completed legible job reporting and costing for invoicing
  • Manage all sub-contractors to ensure full compliance and satisfactory completion of works. Ensure sub-contractors satisfactorily represent the company in appearance, conduct and correct working. Audit vehicles and equipment as necessary
  • Implementation of the relevant parts of the Quality Assurance System, carrying out personal assessments and audits on work completed and in progress for direct labour and sub-contractors to ensure the highest standard of work is being maintained and that the company achieve regulatory compliance
  • Using the Supervisory resource available, undertake audits of workwear, company vehicles, tools and equipment and take corrective actions as necessary. Ensure equipment is calibrated as required
  • To uphold the good name of the company at all times and not disclose to third parties confidential information
  • Any other duties, projects etc. that are necessary for the achievement of the company’s objectives within the remit of the role

Note: the above list is not exhaustive and may be reviewed from time to time with the role holder.

Essential qualifications or licences:

  • Good general level of educational achievement at Secondary School level
  • GCSE (Grade 3 minimum) English and Mathematics or equivalent
  • NVQ2
  • NEBOSH/IOSH Certificate in Health & Safety or equivalent

Full UK driving licence


  • Significant relevant experience of operational management of field engineers.
  • Experience of working in a variety of commercial environments with a focus on technical delivery

Experience of managing the work of others and coaching on performance

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