Service Operations Manager

TH Recruitment; Doncaster; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Salary Sacrifice pension

Private medical insurance

Birthday day off

5 extra holiday days option

Employee health benefits

Job summary

TH Recruitment is seeking a Service Operations Manager for Doncaster, South Yorkshire, with national travel, to lead and develop the customer services and field service team from the Doncaster site.

You will oversee day-to-day service delivery, schedule engineers, and maintain strong customer relationships while collaborating with operations, production, sales and technical support to ensure responsive, professional service at all times.

Qualifications

• Experience leading service teams or engineers
• Strong communication and customer relationship skills
• Hands-on management style with ability to motivate teams
• Ability to work in a fast-paced operational environment

Responsibilities

• Lead UK field service engineers and internal service coordinators
• Ensure high customer satisfaction and service performance
• Manage engineer scheduling, workload planning and resource allocation
• Monitor service KPIs and drive continuous improvement
• Handle escalations and support customers with technical issues
• Collaborate with internal departments to ensure smooth service delivery
• Develop systems, reporting and service standards
• Foster a proactive, solutions-driven service culture

Skills

Client liaison

People leadership

Scheduling & planning

Customer service

Problem solving

Job description

Lead Service Excellence for a Growing Technology Business

Service Operations Manager

Doncaster, South Yorkshire with National Travel

IPS, UK exists to create an exceptional customer experience by addressing real parking needs with innovative and transformative solutions. Our vision is to provide the leading parking technology ecosystem. As part of our growth, we are looking for an experienced and hands-on Service Operations Manager to lead and develop the customer services and field service team from the Doncaster site.

This is a fantastic opportunity to join a well-established but growing technology business that delivers innovative hardware and software solutions across the UK to both public and private sector organisations. You will play a key role in ensuring exceptional customer service delivery by leading and motivating a team of field-based engineers and internal service co-ordinators while driving operational efficiency and continuous improvement.

This role would suit someone who enjoys leading people, improving processes, solving problems and building a high-performing service culture.

As Service Operations Manager, you will oversee the day-to-day running of the service function, ensuring engineers are effectively scheduled and supported while maintaining excellent customer relationships. You will work closely with internal teams including operations, production, sales and technical support to ensure customers receive a responsive and professional service at all times.

Key Responsibilities

• Lead, manage and support a team of UK field service engineers and internal service co-ordinators
• Ensure high levels of customer satisfaction and service performance
• Manage engineer scheduling, workload planning and resource allocation
• Monitor service KPIs and identify opportunities for improvement
• Handle escalations and support customers with technical and service-related issues
• Drive continuous improvement across service processes and operational performance
• Work collaboratively with internal departments to ensure smooth service delivery
• Support the development of systems, reporting and service standards
• Foster a proactive, customer-focused and solutions-driven culture within the team

To be successful in the role you will need the following knowledge, skills and experience

• Previous experience in a Service Manager, Service Operations or Engineering Service leadership role
• Experience managing field-based engineers or technical service teams
• Strong organisational and planning skills
• Excellent communication and customer relationship management abilities
• A hands-on management style with the ability to motivate and support teams
• Comfortable working within a fast-paced operational environment
• Strong problem-solving and decision-making skills
• Experience within engineering, technology, manufacturing or technical services would be advantageous

Benefits include

• Salary Sacrifice pension - ER 4%
• Westfield Health
• 25 days holiday plus option to purchase 5 additional days after successful completion of probation
• Birthday day off
• Salary sacrifice EV scheme with Octopus
• Private medical insurance