Service Manager New

Location: SE1, London
Department: Service & Maintenance
Reporting To: Operations Director
Type: Full-Time, Permanent

About the Role

We're looking for an experienced customer focused Service Manager to lead and oversee the delivery of maintenance, testing, and installation services for active fire protection systems.

This is a pivotal role within our Service & Maintenance team, ensuring our services are delivered efficiently, safely, and to the highest industry standards - while keeping clients informed, compliant, and the people who occupy these buildings, protected.

Key Responsibilities

Service Delivery & Operations

• Manage the maintenance and repair of active fire protection systems in line with UK regulations (BS 5306, BS 5839, etc.)
• Lead and support service engineers and admin teams to deliver timely, high-quality service.
• Ensure rapid response and resolution of reactive and emergency service calls.

Client Relationship Management

• Be the main point of contact for clients on all service-related matters.
• Maintain long-term, trusted relationships through excellent communication and service delivery.
• Provide expert advice on fire safety compliance, system performance, and maintenance schedules.

Scheduling & Coordination

• Oversee the administration team for planned preventative maintenance, remedial works, and emergency callouts.
• Allocate resources effectively and ensure all works are completed on time and within contract scope and set SLA's and company KPI's.
• Liaise closely with internal teams to coordinate jobs, materials, and staffing.

Compliance & Documentation

• Within the companies automated service management system, ensure all activities are properly documented and compliant with fire safety legislation & records are maintained of inspections, repairs, and certifications for audit purposes.
• Supervise and support both office-based staff and field engineers.
• Encourage ongoing training and professional development aligned with the latest industry standards and technologies.
• Foster a positive, safety-first culture across the team.
• Monitor KPIs to track service performance and identify areas for improvement.
• Promote cost efficiency and service enhancements through regular feedback and innovation.
• Ensure customer feedback informs our service evolution.

HSEQ

• Enforce rigorous health, safety, and environmental compliance across all service activities.
• Ensure team members adhere to all site-specific safety plans and best practices.
• Manage the companies Audits and Accreditations to deliver our Health, Safety, Environment, and Quality standards

What We're Looking For

• Strong technical understanding of fire alarms, AOVs, sprinklers, dry risers, and other fire safety systems (Passive Fire Service Managers will be considered).
• Proven leadership and team management abilities.
• Excellent communication and customer service skills.
• Organised, detail-oriented, and committed to operational excellence.
• Confident interpreting technical documents and compliance codes.

Qualifications & Experience

• Significant experience in fire protection service delivery or similar safety systems.
• Prior management/supervisory experience in a service-based role preferred.
• Familiarity with NFPA, BS 5306, BS 5839, and local fire safety codes.
• Design Certifications from FIA, NICEIC, or similar preferred.
• Valid driver's license and willingness to travel to client sites.
• Strong IT skills, including use of field Service Management software and Excel.
• First Aid and Health & Safety certifications are a plus.

Working Conditions

• Based in London SE1.
• Occasional telephone out-of-hours or on-call support may be required.

Interested?

We'd love to hear from you!

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