Service Operations Lead — Fire & Security

Frocester Group; Swindon; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary & benefits

Career progression opportunities

Professional and supportive work envt

Job summary

Frocester Group seeks a highly motivated Service Operations Manager to lead service operations in fire and security across alarms, access control and CCTV. You will oversee a team of engineers and coordinators, drive schedules, ensure compliance with BS 5839/NSI/BAFE, and manage client relationships with a hands-on leadership style.

Applicants should have 5+ years in service or account management in the fire and security sector, strong leadership, and a full UK driving licence.

Qualifications

• 5+ years’ experience in account management or sales within fire and security, facilities management, or a related technical sector.
• Strong negotiation and presentation skills.
• Familiarity with UK fire safety and security standards and regulations.
• Full UK driving licence and relevant manufacturer training.

Responsibilities

• Lead, mentor and manage the service team, including field engineers and coordinators.
• Oversee scheduling, planning and completion of service and maintenance jobs.
• Ensure service delivery meets company standards, contractual SLAs and industry compliance.
• Act as the technical escalation point for complex service issues and client concerns.
• Monitor KPIs and performance metrics, implementing strategies for service improvement.
• Conduct regular audits, site visits and team meetings to maintain quality and compliance.
• Coordinate with installation and sales teams to support cross-functional operations.
• Prepare reports for senior management on service trends, engineer performance and customer satisfaction.

Skills

Leadership

Team management

Customer focus

Problem solving

Communication

Tools

Dynamics 365

Job description

Frocester Group seeks a highly motivated Service Operations Manager to lead service operations in fire and security across alarms, access control and CCTV. You will oversee a team of engineers and coordinators, drive schedules, ensure compliance with BS 5839/NSI/BAFE, and manage client relationships with a hands-on leadership style.

Applicants should have 5+ years in service or account management in the fire and security sector, strong leadership, and a full UK driving licence.