Regional Service Manager

• 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
• 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
• 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
• 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
• 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

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