Regional Service Manager

Protec Fire Detection; North West; On-site; ZAR 700 000 - 900 000; Full time

Job summary

A leading fire safety company in South Africa is seeking a Regional Service Manager responsible for overseeing all service operations in the region. The role includes ensuring high-quality service delivery, managing budgets, and developing teams. Candidates must have a relevant technical or engineering qualification in fire or security, along with experience in operational efficiency and customer satisfaction. This position offers an opportunity to lead regional teams and maintain compliance with industry standards.

Qualifications

• Experience in managing service operations with proven leadership skills.
• Ability to monitor and report on key operational KPIs.
• Strong communication skills for customer and account management.

Responsibilities

• Manage and oversee all service operations within the region.
• Implement process improvements to optimize service performance.
• Serve as the escalation point for critical customer issues.

Skills

Team development

Operational efficiency

Customer satisfaction

Financial management

Education

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

Job description

The Regional Service Manager is responsible for managing and overseeing all service operations within a specific region, which comprises of several geographical area. This role ensures high-quality service delivery, compliance with standards, budget management, team development, and customer satisfaction. The RSM acts as the key operational leader for the region and ensures alignment with departmental goals and KPIs.

Oversee service delivery across all sites in the region, ensuring adherence to SLAs and departmental standards.Manage operational efficiency, resource allocation, and scheduling.

Implement process improvements to optimize service performance and cost efficiency.

Manage Area Service Managers and regional service teams, including engineers and supervisors.

Develop and coach staff to maintain high levels of performance and professional growth.

Conduct performance reviews, identify skill gaps, and support succession planning.

Customer & Account Management

Serve as the escalation point for critical customer issues and account disputes.

Ensure consistent customer satisfaction and proactive engagement with key accounts.

Monitor NPS/CSAT scores and implement initiatives to improve client experience.

Financial & Compliance Responsibilities

Own regional Gross Margin (%) and EBIT, ensuring cost-effective service delivery.

Monitor regional budgets, approve expenses, and identify areas for financial improvement.

Ensure compliance with fire and security standards (NSI/FIA/SSAIB), company policies, and regulatory requirements.

Service Contracts & Renewals

Oversee onboarding of new clients and ensure smooth service transitions.

Support contract renewals by ensuring high-quality service delivery and client satisfaction.

Work with Service Sales Engineers and Area Managers to maintain and grow client account

KPIs & Reporting

Monitor and report on key operational KPIs including SLA performance, first-time fix rates, engineer productivity, and customer satisfaction.

Provide regular updates to the Service Operations Manager and Service Director.

Approve and monitor engineers’ overtime to ensure efficient coverage without exceeding budget.

Plan and adjust resources to meet service demand and 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