Field Delivery Manager

IMServ Europe Ltd; Greater London; On-site; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Up to a 10% bonus

Enhanced salary sacrifice pension

Life assurance (up to 6x salary*)

Simply Health plan

Car salary sacrifice scheme*

Buy & sell annual leave scheme

Job summary

IMSERV is seeking a Regional Field Manager to lead a team of Field Technicians responsible for installing and maintaining metering equipment across the region. You will drive performance, coach staff, and ensure high standards of safety and service delivery.

The role requires strong leadership, UK utilities knowledge, and experience in field-based operations. A proactive, analytical mindset and the ability to manage schedules and resources are essential; travel within the region is expected.

Qualifications

• Proven team management experience.
• UK Utilities knowledge.
• Knowledge of electrical installation work.
• Knowledge of health and safety management and quality management systems.
• Report writing skills.
• Field Project management experience.

Responsibilities

• Lead and manage a team of Field Technicians to meet KPI targets and service standards.
• Coach and mentor new starters including Apprentices.
• Forecast regional staffing needs and coordinate scheduling with internal and external teams.
• Ensure field staff maintain safety and compliance, and manage incidents as required.
• Collaborate with regional managers to shape future strategy and improvements.

Skills

Team management

UK Utilities knowledge

Health & safety management

Report writing

Field project management

Driving licence

Travel to field sites

Decision making

Initiative

Education

IOSH Level 2

NEBOSH General Certificate Level 3

Job description

At IMSERV, we're proud to be one of the UK's leading energy data and metering specialists. We deliver award-winning services to customers across the country, providing specialist metering technology for electricity, gas and water, alongside highly accurate energy data collection services.

About the Role

To effectively manage a team of Field Technicians who install and maintain meter and data logging equipment and be responsible for achieving a satisfactory customer outcome by successfully owning the business within the allocated area, running a successful day-to-day operation, and contributing towards the future strategy of the business area.

Responsibilities

• Understanding and driving performance of the team to meet KPI’s in relation to customer experience, installation, completion, and revenue targets.
• Coaching and mentoring of new starters including those on our company run Apprentice Scheme
• Ensure effective management and utilisation of Site Visit Agents (Meter Reader) resources within the region, monitoring productivity, Performance and Service delivery standards.
• Ensure that Technicians in area have their abilities optimised, with downtime minimised.
• Responsible for Forecasting Plans for Region including ensuring the right number of Technicians are recruited to effectively cover the geographical area, with the right mix of skills.
• Work closely with the scheduling teams (both outsourced and inhouse) to manage the reallocation and rebooking of scheduled appointments in the case of unplanned Technician absences.
• Engagement with various suppliers and external end users to ensure that new service offerings are understood, and any delivery issues are highlighted.
• Be the escalation point for issues arising including but not limited to customer complaints, requests for emergency appointments, arranging out of hours calls to respond to customer needs.
• Ensure all staff are trained to required skill levels for safe and effective working.
• Conduct Investigations as required where Health and Safety related incidents have occurred.
• Manage your team’s Holiday/Sickness to ensure it is within target levels having no detrimental impact to the customer and the wider business.
• Ensuring work is delivered to meet the standards IMServ set in both procedures and from a Health and Safety point of view.
• Vehicles, stock, paperwork, and general administration including Travel and Hotel Bookings are managed in line with quality and company procedures.
• Ensure audit programmes for all field technicians are completed in line with regulatory guidance and requirements.
• To audit field staff as needed and maintain documented work standards, arrange for any necessary training, and further development.
• To run and participate in quarterly in person engagement sessions with Technicians.
• Be in regular communications with your team to keep them updated with current business priorities, and also obtain any feedback from them which impacts their ability to carry out their role.
• To collaborate with other Regional Field Managers in relation to creating and driving the future strategy for this area of the business.

What you’ll need

Knowledge & Qualifications

• IOSH Level 2, and ability to achieve NEBOSH General Certificate Level 3. (Desirable)
• Proven team management experience
• UK Utilities knowledge
• Sound commercial and financial awareness
• Knowledge of electrical installation work
• Knowledge of health and safety management and quality management systems
• Report writing skills.
• Proven previous experience within a Field Based Operational Leadership role.
• Where required to be capable of transporting stock and equipment to your team.
• Field Project management skills & Be able to demonstrate related work experience and a strong track record in a similar role with special attention to previous experience people management in a field environment.
• Knowledge and experience of managing Health and Safety in Field Service environment.
• The ability to own and follow through on commitments to completion.
• Hold a valid UK driving licence.

Skills

• Mobile/Home based working - able to travel and work away from home as required within your allocated region of the UK.
• Able to build relationships over the telephone.
• Able to work in a complex environment with conflicting demands and to make clear and consistent decisions.
• Anticipates issues and is pro-active in dealing with them.
• Able to work under own initiative.
• Be able to build a good customer relationship and a strong collaboration with your team and your main stakeholders. The ability to own and follow through on commitments to completion.
• Buy & sell annual leave scheme
• Up to a 10% bonus
• Enhanced salary sacrifice pension
• Life assurance (up to 6x salary*)
• Simply Health plan (with upgrade options)
• Car salary sacrifice scheme*

(*Length of service and T&Cs apply)

Equal Opportunity Statement

At IMSERV, we're committed to building a team where everyone feels valued, respected and able to do their best work. We welcome applications from people of all backgrounds, experiences and communities. A diverse team brings fresh perspectives, strengthens collaboration and helps us deliver the best possible service to our customers.