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Area Service Manager

United Kingdom, Liverpool · Job Posted January 10, 2026
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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 Responsibility

  • 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
  • Team Leadership: 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
  • Engineers Overtime & Resource Management: Approve local engineer overtime in line with operational needs and budget
  • Adjust staffing and resources dynamically to maintain operational continuity

Requirements

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

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