Service Operations Manager

ZipRecruiter; England; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading mechanical contractor in the UK is seeking a Service Operations Manager to oversee the daily operations in the Service Department. The ideal candidate will have significant experience in managing service operations, integrating trades, and ensuring customer satisfaction. This is a full-time, salaried role with opportunities for bonuses and career advancement, reflecting the organization’s commitment to employee growth and development.

Benefits

Bonus opportunities based on performance

Tailored benefits package available

Qualifications

• Minimum 5 years experience managing operations within the Mechanical Service Industry.
• Strong understanding of mechanical service field operations.
• Exceptional verbal and written communication skills.

Responsibilities

• Oversee daily operations within the Service Department.
• Integrate various trade disciplines into a cohesive, customer-focused service unit.
• Lead, mentor, and develop dispatchers and customer service representatives.

Skills

Leadership

Interpersonal Skills

Time Management

Education

Associate’s or Bachelor’s degree in Mechanical Engineering or Business Administration

Tools

Microsoft Office Suite

Service Management Software (PENTA)

Job description

Job Description

Service Operations Manager

Murphy Company, the Best Choice in Mechanical construction since 1907, is hiring a Service Operations Manager for our Service team, located in our Thornton, CO., office.

About Murphy Company

Since 1907, Murphy Company has been a leading mechanical contractor in St. Louis and Denver markets that provides its professionals the environment, opportunities, technology, and tools to experience a rewarding career. Being a company that prides itself on its core values of employee well-being, enduring relationships, integrity, and professionalism, we know it starts with our employees. We strongly believe our people are our most important asset, and we strive every day to make Murphy a great place to work as we build our clients’ visions.

Position Summary:

The Service Operations Manager oversees daily operations within the Service Department at a Mechanical Contractor, ensuring efficient coordination of Mechanical, Plumbing, and Sheet Metal trades. This role is responsible for managing service dispatch, customer interactions, preventive maintenance contracts, and workforce planning while promoting safety, quality, and continuous improvement. This is a salaried, bonus-eligible position. Compensation is based on both experience and assigned responsibilities, recognizing that some candidates may grow into the full scope of the role over time. Murphy Company is committed to investing in high-potential individuals with operational experience who align with the company’s values and long-term goals.

Essential Duties and Responsibilities:

• Direct and oversee daily service department operations.
• Integrate various trade disciplines (Mechanical, Plumbing, Sheet Metal) into a cohesive, customer-focused service unit.
• Lead, mentor, and develop dispatchers, customer service representatives, and technicians to maintain high service quality and productivity standards.
• Ensure adherence to established procedures for dispatching appropriate technicians to jobs while emphasizing safety and customer satisfaction.
• Monitor preventive maintenance contracts to ensure timely execution and proactive renewals.
• Assess and manage labor requirements to efficiently adjust staffing levels based on operational demand.
• Facilitate inter-departmental communication and collaboration, including project startups, warranty coordination, and resource sharing.
• Establish and reinforce standardized operational practices and procedures.
• Participate actively in recruitment, interviewing, hiring, onboarding, training, performance evaluations, and professional development of service staff.

Specific Responsibilities:

• Develop and enforce service department policies and procedures in collaboration with senior management.
• Ensure clear documentation and communication of field processes and standards.
• Handle conflicts and employee issues promptly, fostering a cooperative work environment.
• Regularly analyze service reports, customer surveys, and feedback to maintain high service standards and continuous improvement.
• Oversee recruitment and hiring processes, including technical assessments of candidates.
• Provide technical support and expertise to internal departments, including dispatch, sales, purchasing, and accounting.
• Maintain and update a comprehensive skills matrix for staff, identifying training and development needs.
• Create and manage a structured training program, covering both technical and soft skills, utilizing internal resources and external vendors.
• Collaborate on departmental budgeting, work standards, task definitions, and inventory management.
• Conduct performance reviews, quality inspections, callbacks analysis, and diagnostic evaluations, ensuring customer satisfaction and operational excellence.

Qualifications:

• Minimum 5 years experience managing operations within the Mechanical Service Industry.
• Strong understanding of mechanical service field operations, including HVAC, Plumbing, Data Center, and Sheet Metal disciplines.
• Excellent interpersonal and leadership skills, capable of effectively managing diverse teams.
• Proficiency in Microsoft Office Suite and familiarity with service management software (PENTA ).
• Demonstrated ability to effectively manage time, meet deadlines, and prioritize tasks.
• Strong professional ethics, integrity, and dedication to maintaining company values and standards.
• Exceptional verbal and written communication skills.

:

• Associate’s or Bachelor’s degree in Mechanical Engineering, Business Administration, or related field.
• Experience with workforce development, training program management, and performance management systems.

Compensation & Benefits:

This is a full-time, salaried position that is bonus-eligible, based on individual and departmental performance. The compensation package will reflect the candidate’s experience as well as the scope of their current and future responsibilities, with the understanding that the role may evolve as the individual develops. Murphy is willing to invest in the right candidate, including providing support and development opportunities as needed. Benefits and incentives may be tailored as part of a negotiated total compensation package.

Working Conditions:

Primarily office-based role (80-85%), with regular visits to job sites (15-20%).

Note: This job description represents typical tasks and responsibilities. Additional duties may be assigned as needed to meet evolving business requirements.