Service Manager

Service Manager

North Nottinghamshire
£50,000 – £55,000

We’re recruiting on behalf of a growing and customer-focused organisation seeking an experienced Service Manager to lead its service delivery function. This is an exciting opportunity for a proactive leader who is passionate about delivering exceptional customer service, managing and developing a team of office-based staff and field engineers, and driving continuous improvement across service operations. You’ll play a key role in maintaining high service standards, strengthening customer relationships, and supporting the ongoing success of the business.

Service Manager Key Responsibilities

• Lead, motivate and develop the service delivery team, promoting a culture of exceptional customer service and continuous improvement.
• Act as the main point of contact for customers, resolving service issues and maintaining strong client relationships.
• Develop and implement service standards and processes to improve efficiency and increase first-time fix rates.
• Coach and support team members through regular performance reviews and ongoing development.
• Produce management reports, analysing service data to identify trends and recommend improvements.
• Build and manage a network of subcontractors, ensuring consistently high standards of service.
• Manage field-based engineers, conducting regular audits of vehicles, stock and performance, alongside site inspections.
• Work closely with the sales team to deliver effective service and maintenance solutions for customers.
• Oversee parts management, including stock control, ordering and allocation for service and planned works.
• Prepare repair quotations, obtain customer purchase orders and coordinate parts for scheduled work.
• Review engineer job sheets to ensure accurate documentation, parts usage and compliance.
• Oversee the financial performance of the service department, ensuring effective cost control and governance.
• Coordinate engineer site visits, including scheduling and preparing RAMS and all required site documentation.
• Maintain refrigerant gas stock levels at the depot and provide customers with equipment operation and maintenance guidance where required.

Key Skills and Experience

• Previous experience in a Service Manager, Service Delivery Manager or Operations Manager role.
• Experience managing field service engineers and coordinating service operations.
• Strong leadership skills with the ability to coach, mentor and develop high-performing teams.
• Excellent customer service and relationship management skills.
• Strong commercial awareness and experience managing service performance and budgets.
• Confidence analysing operational data and producing management reports.
• Excellent organisational skills with the ability to manage multiple priorities.
• Strong communication skills and the ability to work collaboratively across departments.
• Experience within engineering, HVAC, refrigeration, mechanical or a similar technical environment would be advantageous.