Service Operations Manager

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

We are seeking a highly motivated and experienced Service Operations Manager to lead our service operations within the Fire and Security industry.

You will be responsible for overseeing a team of engineers and coordinators, ensuring high-quality service delivery, compliance with industry regulations, and excellent client relationships, across fire alarms, intruder systems, access control and CCTV.

This role requires strong technical knowledge, proven leadership skills, and a hands-on approach to operational management.

Key responsibilities include:

• 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.
• Manage stock levels, tools and equipment required for efficient field operations.
• Coordinate with installation and sales teams to support cross-functional operations.
• Ensure all work complies with relevant standards including BS 5839, BS 5266, NSI, BAFE and SSAIB.
• Prepare reports for senior management on service trends, engineer performance and customer satisfaction.
• Proven experience in a service management role within the fire and security industry.
• Strong technical knowledge of fire alarms, intruder alarms, access control and CCTV systems (e.g. Honeywell, Texecom, Hikvision, Paxton).
• Familiarity with UK fire safety and security standards and regulations.
• Excellent leadership, organisational and communication skills.
• Strong problem-solving abilities and a customer service focus.
• Proficient in service management software (e.g. Dynamics 365).
• Full UK driving licence.
• FIA Units, ECS/CSCS card, or relevant manufacturer training.
• 5+ years’ experience in account management or sales within fire and security, facilities management, or a related technical sector.
• Experience with compliance standards such as BS 5839, NSI and BAFE.
• Strong negotiation and presentation skills.

We offer a range of benefits to support and reward our team members, including:

• Competitive salary & benefits
• Opportunities for career progression
• A professional and supportive work environment

This is an exciting opportunity to lead service operations for a growing fire and security business, with real influence over how we deliver for our clients. If you are looking for a role where you can make a real impact and progress professionally, we would love to hear from you!