Service Manager

Job Description Service Manager M&E Service & Height SafetyAbout Harmony FireAt Harmony Fire, we believe growth should create impact. Ranked among the UKs fastest-growing life safety organisations, our mission is simple: to make every building safer and every service experience exceptional.As our service division continues to expand, we are strengthening the leadership of our operational teams. We are now looking for a Service Manager to lead the Service Desk function in Yeovil, ensuring our service delivery operation runs with precision, accountability, and outstanding customer focus.This is a critical leadership role responsible for the performance of our service administration and engineering teams, ensuring engineers are deployed efficiently, customers receive an exceptional experience, and operational performance consistently meets our standards.About the RoleAs Service Manager, you will lead the operational engine of our service delivery. Working closely with the Head of Service, you will oversee scheduling, operational processes, and team performance to ensure that engineers are in the right place, at the right time, delivering work to the highest standards.This role suits someone who thrives in a fast-paced environment and enjoys building structure, improving systems, and leading people.You do not need to come from a fire safety background we are looking for a strong operational leader who can drive performance, improve processes, and build a high-performing team.Key ResponsibilitiesLead, coach and develop a team of Service Administrators and Engineers, creating a high-performance culture focused on accountability and service excellenceOwn and improve service desk processes across both back-office operations and field deliveryOversee engineer scheduling and deployment to maximise productivity and meet client requirementsMonitor and deliver key service KPIs including PPM completion, remedials, call-outs, and reportingTrack daily operational performance and provide clear reporting on service desk outputs and improvement opportunitiesIdentify operational bottlenecks and implement process improvements to improve turnaround times and reduce administrative burdenBuild strong working relationships with engineers and field teams to ensure alignment with operational processes and performance targetsSupport the implementation and optimisation of systems that improve scheduling, visibility and communication across the service functionManage the day-to-day variability of a reactive service environment, maintaining service quality while adapting to changing prioritiesCommercial and Operational DeliveryEnsure service contracts are delivered on time and within budgetManage forecasting, valuations, cost control and purchasing decisionsProtect and manage contract gross profit through effective financial oversightManage variations and resolve commercial matters with clients when requiredCustomer ExperienceDeliver the Harmony experience through excellent communication and strong client relationshipsResolve operational issues quickly and professionallyEnsure service teams and subcontractors deliver to both client expectations and Harmony standardsPeople LeadershipLead recruitment, onboarding and development of service team membersDrive engagement and performance across the teamEnsure clear expectations, accountability and development pathwaysQuality and ComplianceEnsure works are delivered to the highest standard and fully compliant with regulatory and client requirementsConduct regular site and documentation auditsEnsure all work is properly certified and documentedHealth & SafetyImplement and uphold Harmonys Health & Safety policies across all service activitiesEnsure safe working practices through training, site audits and compliance checksService Team KPIsThe Service Manager will be accountable for performance across key operational indicators including:Revenue and Gross Profit targetsForecast accuracyBacklog jobs over 30 daysTime to remedial closeoutCustomer NPSEmployee engagementHealth & Safety performanceWhat Were Looking ForProven leadership experience in an operational or service delivery environmentStrong organisational and process improvement skillsExperience managing teams in fast-paced, reactive environmentsAbility to build trust and accountability across both office and field-based teamsStrong communication skills with the ability to work cross-functionallyComfortable working with systems, reporting tools, and operational dataExperience in facilities management, field service, compliance or engineering environments is advantageousKnowledge of fire protection or engineering services would be beneficial but is not essentialFull UK driving licenceOur ValuesAt Harmony Fire, our culture is built on three core values that guide how we work and how we support one another:Athletes Grit We bring energy, resilience and determination to everything we do.Captains Duty We take ownership, lead with integrity and support our teams.Fun Loving Heart We work hard, but we care about our people and enjoy the journey.BenefitsUnlimited HolidayBonus Scheme (up to 50%)Lunch, snacks and refreshments all providedTeam socialising budget for all employeesFamily friendly policies including enhanced Maternity and PaternityCycle to work schemeTwo Company events each yearAuto-enrolment pension scheme

Created: 2026-03-07