Service Manager

VIVO Defence Ltd; Taunton; On-site; GBP 42,000 - 45,000; Full time

Benefits offered by this job

6% employer pension match

25 days annual leave

Private medical cover

Life assurance 2x salary

Job summary

VIVO Defence Services is seeking a Service Manager to own service delivery across a designated area in Taunton. You will oversee reactive repairs, planned maintenance, and compliance, coordinating with Defence Infrastructure Organisation and site stakeholders to ensure high-quality, safe and compliant service performance.

You will lead cross-functional teams, manage suppliers, review KPI data, and drive continuous improvement with a focus on safety, sustainability and client satisfaction.

Qualifications

• Experience in managing facilities management, maintenance or operational service delivery within a complex environment.
• Strong understanding of compliance, customer service and contractor management.

Responsibilities

• Oversee reactive repairs, planned maintenance, statutory compliance and Billable Works.
• Manage supply chain partners and contractors to deliver works safely and in line with contracts.
• Review service reports and monitor KPIs to ensure targets are met.
• Ensure RAMS and compliance documentation are in place before work begins.
• Maintain accurate CAFM records and asset information.

Skills

Facilities management

Contractor management

Team leadership

Data analysis

IT skills

Education

Technical qualification in Building Services

IOSH

SMSTS

CDM training

Tools

Maximo CAFM

Job description

Who we are

VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.

What we do

We put our Customers and Families First. They are the driving force behind everything we do. We drive forward improvements for them to ensure the service they receive, whether reactive repairs or a major project, is completed safely and on time. In order to achieve this, we have 4 core values: open, caring, agile and collaborative. These are at the heart of everything we do.

Location

Taunton - on site role

Contract

Permanent, Full time

Salary

£42,000 - £45,000

We are seeking an experienced and customer-focused Service Manager to take ownership of service delivery across a designated area, acting as the key point of contact between VIVO, Defence Infrastructure Organisation (DIO), Heads of Establishment and site stakeholders. This is an important role responsible for ensuring the safe, compliant and efficient delivery of facilities management services across the estate.

You will oversee the delivery of reactive repairs, planned maintenance, statutory compliance activities and Billable Works, ensuring services are delivered to agreed performance standards, budgets and customer expectations. Working closely with internal teams, supply chain partners and operational stakeholders, you will drive high-quality service delivery while maintaining a strong focus on safety, compliance and continuous improvement.

As the operational lead for your area, you will manage service performance, monitor key performance indicators and ensure risks, issues and opportunities are identified and addressed proactively. You will review service reports, track progress against targets and work with teams to resolve challenges before they impact delivery.

The role will involve managing Supply Chain partners, ensuring contractors deliver works safely, efficiently and in line with contractual requirements. You will oversee reactive maintenance, planned works and minor Billable Works projects, ensuring appropriate documentation, permits, RAMS and compliance processes are in place before work begins. You will also maintain accurate records through CAFM systems, ensuring all maintenance activities and asset information are captured effectively.

You will provide technical guidance and support to site teams, customers and stakeholders, helping to resolve issues and improve the overall customer experience. The role will require you to build strong relationships with DIO representatives and Heads of Establishment, understanding site priorities and ensuring VIVO services support operational requirements.

You will also support the management of statutory compliance across the estate, ensuring mandatory tasks are completed, risks are appropriately managed and improvement actions are progressed. You will take responsibility for areas including Temporary Works coordination and CDM responsibilities for relevant Billable Works projects, ensuring safe and compliant delivery.

A key part of the role will be identifying opportunities to improve service delivery, enhance efficiency and support sustainability objectives, including initiatives that contribute towards the MoD's carbon reduction targets.

About You

You will have experience managing facilities management, maintenance or operational service delivery within a complex environment, with a strong understanding of compliance, customer service and contractor management.

You will be confident leading teams, coordinating multiple workstreams and managing supply chain performance to achieve agreed targets. Experience in reactive maintenance, planned maintenance, project management, statutory compliance and Billable Works delivery would be highly beneficial.

You will have a strong understanding of Health & Safety requirements, Safe Systems of Work, RAMS, permits and relevant legislation including asbestos, legionella and fire safety management. Experience of CAFM systems such as Maximo, along with strong IT skills and the ability to analyse service data, will support your success in this role.

You will be an excellent communicator with the ability to build positive relationships with customers, stakeholders and operational teams. You will be organised, proactive and able to manage competing priorities while maintaining high standards of quality, safety and service delivery.

A relevant technical qualification in Building Services, Engineering, Facilities Management or a related discipline (or equivalent experience) is required. Additional qualifications such as IOSH, SMSTS, Temporary Works Coordinator or CDM training would be advantageous.

This role requires a customer-focused leader who is committed to delivering excellent service, developing strong partnerships and driving continuous improvement across the estate.

What We Offer

• 6% employee matched pension contribution
• 25 days annual leave
• Single private medical cover
• Life assurance 2x annual salary

VIVO Defence Services

The role you have applied for is with VIVO Defence Services, a joint venture between Serco and EQUANS. By applying for this role, please be aware that information contained within your CV may be shared between VIVO Defence Services, Serco and EQUANS during the recruitment process.

Commitment to Diversity and Inclusion

At VIVO, we are committed to building a diverse and inclusive organisation that supports the needs of all. Therefore, we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool.

We are open to discussions around flexibility and flexible working and operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident Leader. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.