Service Manager | Lympstone

Serco Group; Exmouth; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

6% pension match

25 days annual leave

Private medical cover

Life assurance 2x annual salary

Job summary

VIVO Defence Services, a joint venture between Serco and EQUANS, seeks a Service Manager to own service delivery across a designated area within UK Defence estates. You will oversee reactive repairs, planned works and compliance while ensuring safe, compliant and efficient service delivery.

You will manage contractors, review performance and drive continuous improvement, reporting to stakeholders and maintaining strong partnerships with Defence Infrastructure Organisation and Heads of

Qualifications

• Experience managing facilities management, maintenance or operational service delivery within a complex environment.
• Strong understanding of Health & Safety requirements, Safe Systems of Work, RAMS, permits and relevant legislation including asbestos, legionella and fire safety management.
• Experience with CAFM systems such as Maximo and strong IT skills to analyse service data.

Responsibilities

• 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.
• Oversee reactive repairs, planned maintenance, statutory compliance activities and Billable Works to agreed performance standards, budgets and customer expectations.
• Manage service performance, monitor KPIs, review service reports and address risks, issues and opportunities to protect delivery timelines.
• Coordinate Supply Chain partners and contractors to ensure safe, compliant and efficient delivery of works with proper RAMS and documentation.
• Provide technical guidance to site teams and stakeholders and build strong relationships with DIO representatives and Heads of Establishment.
• Support management of statutory compliance, Temporary Works coordination and CDM responsibilities for relevant projects.

Job description

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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.

Permanent, Full time

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.

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.