Service Manager jobs in United Kingdom

You will provide Supervisory, administrative and training support to ensure consistent delivery of high-quality Control Room services.

Key Responsibilities:

As the Restrata Control Room Supervisor, you will play a pivotal role in ensuring the efficient and high-quality delivery of Restrata’s 24/7 Emergency Control Room services. You will act as the first-line supervisor for Control Room Operators (CROs), supporting the day-to-day running of the Control Room and ensuring that operational standards, procedures, and training requirements are consistently maintained across all shifts.

Reporting to the Response Team Lead, you will supervise a team of CROs, providing guidance, mentoring, and quality assurance to maintain consistent, high-quality service delivery. You will also act as the first point of contact for staff queries and concerns, assisting with operational duties where required to ensure uninterrupted service.

Routinely you will be expected to ensure Control Room operations reflect current industry good practice and regulations; maintain and develop Standard Operating Procedures; You will provide support in the Control Room and be responsible for ensuring all Control Room staff remain current and competent to fulfil the role.

You will be expected to have previous emergency response experience and will be given additional training in Restrata response procedures and Control Room information and communications systems. You will be expected to be capable of acting on your own initiative and comfortable using information and communications technology in a rapidly changing, high pressure but supportive, environment.

In support of Restrata’s training you will be required to undertake a variety of roles, bringing you into contact with a wide variety of clients and contributing to the development and delivery of training.

The variety of the work and challenges it brings, means the successful candidate will require to bring with them; a sense of humour, a can-do attitude and a willingness to pitch in and provide support on a whole range of activities.

Responsibilities:

• Manage the CRO’s rota
• Supervise the CRO’s daily routine
• Provide operational support where required to ensure the continuous operation of the 24/7 Control Room
• Maintain the availability, training and skills maintenance of the CROs in the Control Room and in the role of IMT Log Keepers
• Monitor and maintain the Control Room Operational Instructions, Procedures and supporting resources.
• Monitor and maintain the Restrata Incident Management Centre equipment highlighting any issues to the Response Team Lead
• Design, develop and deliver various aspects of Control Room training as required
• Proactively monitoring critical infrastructure and hardware, reacting appropriately to any alerts received.
• Supervise ResilienceOS Level 1 support delivery through the control room.
• Conduct Quality assurance on all Control Room activities including call monitoring.
• Monitor and test communications and IT equipment
• Maintain a library of training and operational reference material using Document Control Process
• Perform on-call duties on the IMT rota
• Support the Response Team Lead in other reasonable duties as required by developing business needs

Personal Qualities/Experience:

• Proven experience in a supervisory or first-line management role, preferably in a 24/7 operational environment.
• Experience in training, mentoring, or developing staff, with the ability to maintain competency and standards.
• Excellent organisational skills, with the ability to manage competing priorities and maintain attention to detail.
• Strong communication skills, both written and verbal, with the ability to deliver clear guidance, reports, and provide professional client-facing communication.
• Ability to work under pressure and make sound decisions in a high-stakes, rapidly changing environment.
• Demonstrated initiative and problem-solving skills, able to work independently and as part of a team.
• Flexible and adaptable, willing to contribute to wider departmental objectives beyond the immediate role.
• Previous experience in emergency response, incident management, or control room operations is highly desirable.
• Knowledge of industry standards, procedures, and regulatory requirements, preferably within Energy or related sectors.

Beneficial:

• Experience in first-line operational support
• Familiarity with control room software systems.
• Understanding of crisis management processes and emergency response protocols.
• Covering letter (which must set out how you meet the requirements above)