Area Service Manager

Protec Fire Detection; Liverpool; On-site; GBP 60,000 - 80,000; Full time

Job summary

A fire safety solutions company is seeking an Area Service Manager to oversee day-to-day service operations in the Liverpool area. This role involves managing a team of engineers, ensuring compliance with SLAs, and maintaining high customer satisfaction. The ideal candidate should possess a relevant engineering qualification and have strong experience in service operations management. The successful candidate will also support financial targets and implement process improvements for operational efficiency.

Qualifications

• Experience in managing service operations to ensure SLA compliance.
• Ability to monitor and improve service performance metrics.
• Strong customer management and conflict resolution skills.

Responsibilities

• Manage day-to-day service operations within the defined area.
• Allocate and schedule engineers to meet service demand.
• Monitor service performance and implement process improvements.
• Maintain client relationships and handle escalations.

Skills

Service operations management

Performance monitoring

Staff supervision

Customer satisfaction

Budget control

Education

Relevant technical or engineering qualification in fire, security, or related field

Job description

The Area Service Manager is responsible for managing day-to-day service operations within a defined area. The role ensures that service delivery meets SLAs, customer expectations, and company standards while supporting the Regional Service Manager in operational, financial, and team objectives.

• Job Location:Lancashire, Liverpool, Scotland

Contract Type

Full time

Dependent on experience and location

Hours

40 hours per week

Typical Responsibilities

Operational Management

Manage and coordinate service operations across the assigned area to ensure SLA compliance.

Allocate and schedule engineers effectively to meet service demand.

Monitor service performance, including first-time fix rates, response times, and efficiency.

Implement local process improvements to optimize operations.

Supervise engineers and service staff in the area, providing coaching, guidance, and performance feedback.

Support training and development initiatives to ensure staff competence.

Promote a culture of safety, accountability, and operational excellence.

Customer & Account Management

Maintain close contact with clients within the area to ensure satisfaction and address issues promptly.

Handle day-to-day escalations and resolve operational problems efficiently.

Support service renewals by ensuring high-quality service and client engagement.

Financial & Compliance Responsibilities

Monitor area-specific budgets and control operational costs.

Support the Regional Service Manager in achieving area Gross Margin (%) and EBIT targets.

Ensure adherence to regulatory, safety, and technical standards

Onboarding & Service Contracts

Support onboarding of new clients in the area, ensuring smooth transition and initial service delivery.

Assist in contract renewals, providing operational insight and supporting customer engagement.

KPIs & Reporting

Track and report on area operational KPIs, including SLA compliance, engineer productivity, and customer satisfaction.

Provide regular updates and insights to the Regional Service Manager.

Approve local engineer overtime in line with operational needs and budget.

Adjust staffing and resources dynamically to maintain operational continuity.

Person Specification

Candidates shall be able to demonstrate the necessary qualifications, experience, skills, and traits to meet the requirements set below. Requirements for the role shall be evidenced on the application form and in the interview process. Please use the following as guidance when completing the further information section of your application form.

Relevant technical or engineering qualification in fire, security, or related field. Essential Application