Service Manager

DPS; Ards and North Down District; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Competitive salary

Career growth

Collaborative work environment

Laptop/phone provided

Flexible working options

EPS Group benefits site

Job summary

EPS Group is seeking a Senior Service Manager for its DPS Service Division in Bangor, UK. The role leads the service department, focusing on growth and day-to-day operations, including emergency call-outs and 24/7 support, to ensure efficient, customer-focused delivery.

The successful candidate will manage a team of engineers, coordinators and apprentices, implement policies, monitor KPIs, and drive continuous improvement across service delivery and business processes.

Qualifications

• 5–10 years proven experience in Service Management.
• Full clean driving licence.
• Strong communication and interpersonal skills.
• Ability to manage budgets and KPIs.

Responsibilities

• Oversee daily operations of the service department including 24/7 out-of-hours service.
• Drive high customer satisfaction and address complaints promptly.
• Lead service engineers, workshop engineers, coordinators and apprentices.
• Develop and implement service policies and procedures.
• Monitor performance, KPIs, inventory and supplier performance.
• Plan strategically to improve efficiency and identify growth opportunities.
• Manage departmental budgets and tendering for works.
• Ensure health and safety compliance.
• Support Contracts and Sales with collaborative initiatives.

Skills

Service management

Customer relations

Interpersonal skills

Team leadership

Microsoft Office / CRM usage

Education

Mechanical/Electrical or Business Admin degree/diploma

Tools

CRM software

FSM software

ERP system

Microsoft Office

Job description

Location: On site / Balloo Ave, Bangor BT19 7QT, UK
job type: Permanent / Full-time
Sector and subsector: Engineering | General
Salary: Competitive salary

About the Role:

The DPS Service Manager role is a senior position within the company, responsible for department growth and managing the day-to-day activities of the Service Division, ensuring customer focused efficient and effective service delivery.

Key Responsibilities:

• Oversee Daily Operations: Manage the day-to-day activities of the service department to ensure efficient and effective service delivery, including 24/7 out of hours service facility and being the first point of contact and control for emergency call outs
• Customer Satisfaction: Ensure high levels of customer satisfaction by building one-to-one customer relations, achieving delivery KPI’s and by addressing complaints and resolving issues promptly
• Team Management: Manage a team of service staff consisting of service engineers, workshop engineers, service coordinators and engineering apprentices. Providing guidance and support to improve operational and individual performance
• Policy Implementation: Provide further development and implementation of administration policies and procedures to enhance the customer service experience, improve job management efficiencies and compliance with accounting and credit control practices
• Performance Monitoring: Monitor team performance, service delivery KPI’s, inventory management and performance of all suppliers and delivery partners, providing feedback and developing improvement plans
• Strategic Planning: Develop and implement strategic plans to improve service efficiency and productivity. Analyse market trends, competitor activities, and customer needs to identify growth opportunities and develop new business opportunities and areas for growth
• Budget Management: Establish and monitor departmental budgets to ensure financial targets and objectives are met
• Contract Tendering: Responsible for pricing all works ensuring margin targets and customer value is achieved. Tendering for Framework and PPM opportunities ensuring full compliance, identification of risk, quality and HSQE requirements
• Compliance: Ensure compliance with all relevant statutory health, safety and welfare regulations and industry technical best practice standards
• Business support: Provide support to the Contracts and Sales divisions through collaborative working, sharing of resources, warranty inspections and developing growth opportunities

Key Competencies and Skills:

• 5-10 years proven experience in Service Management, with a strong understanding of service delivery processes and customer interactions, preferably within the municipal, industrial or facilities maintenance sectors
• Ability to prioritise a varied workload and demonstrate efficient work task resource coordination
• Proactive approach to resolving technical, commercial, resource and other daily issues that arise during the coordination and management of Service delivery
• Comfortable being responsible and making required decisions for successful and safe job completion to customer expectations
• Broad technical understanding relevant to the service industry – particularly in water, wastewater and pumping applications
• Excellent inter-personal skills and communication skills
• Strong collaborative skills with an ability to work effectively in a team environment
• Ability to empower the service team through training, to improve their skills and knowledge, and providing them the autonomy to make decisions that can resolve customer issues quickly and efficiently
• Proficient in all Microsoft applications and use of CRM and FSM software and experience working with an ERP system

Qualifications:

• Third level Mechanical, Electrical or Business Administration degree/diploma or relevant experience in a similar field considered
• Full clean driving licence

Compensation Package:

• Competitive salary and benefits package
• Opportunities for professional development and career growth
• A collaborative and supportive work environment
• Laptop or desktop and work mobile phone provided
• Flexible working options, dependent on location and role requirements
• See company website for more information on the benefits of working in EPS Group

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If you are interested in working with us but are not sure if the role above is for you, please feel free to get in touch for an informal discussion about what we do and what you could bring to the team. If you need any reasonable adjustments or have an accessibility request during your recruitment journey, please let our recruiting team know.

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Company Profile:

Since 1984, we have evolved from a specialist solutions provider into a trusted partner for the design, construction, and maintenance of water and wastewater infrastructure. Operating across municipal, industrial, food and beverage, dairy and pharmaceutical sectors, we deliver tailored solutions that drive efficiency and sustainability.

As the exclusive distributor for globally recognised brands, our extensive product portfolio enables us to support every market need—ranging from direct product supply to full turnkey project delivery. Our dedicated aftersales and service teams ensure long-term reliability and performance, offering full lifecycle support.

Our mission is to set the standard for excellence, providing best-in-class service in customer support, technical expertise, project execution, and health and safety.