National Service Manager in Wellingborough

Due to continued growth, Marlowe Kitchen Fire Suppression is seeking an experienced and driven National Service Manager to lead the delivery and performance of our Service and Remedial operations nationwide. This is a senior operational role responsible for managing engineering performance, service delivery, scheduling efficiency, client relationships, compliance, and team development across the business. The successful candidate will play a key role in ensuring the highest standards of customer service, engineer utilisation, and operational performance are consistently achieved. The role would suit a strong people manager with experience within the fire protection, fire suppression, or wider fire & security industry, who thrives in a fast‑paced service environment and has a proactive and commercially minded approach.

Key Responsibilities

• Operational Management
  • Day‑to‑day management of the Service and Remedial teams nationwide.
  • Support the ARC with call‑outs and provide out‑of‑hours engineer support when required.
  • Manage scheduling queries and work closely with scheduling teams to maximise efficiency and engineer utilisation.
  • Respond professionally and effectively to client concerns, complaints, and service issues.
  • Ensure appropriate engineering capacity is maintained across all service operations.
• Team Leadership & Performance
  • Conduct regular review meetings with schedulers and Team Leaders.
  • Monitor engineer performance, productivity, utilisation, and welfare.
  • Review and authorise engineer expenses and monthly wage submissions.
  • Support trainee development, technical progression, and ongoing staff training.
  • Manage employee performance and disciplinary matters where required.
  • Oversee the training and auditing programmes for Senior Engineers.
• Client & Service Delivery Management
  • Manage key national client relationships and provide regular operational updates.
  • Oversee service delivery performance across major accounts including hospitality and national retail clients.
  • Monitor servicing and remedial lead times, ensuring contractual service levels are achieved.
  • Drive improvements in customer satisfaction and service standards.
  • Ensure remedial works, defect rectification, and outstanding PPMs are effectively managed.
• Reporting & Compliance
  • Produce and maintain monthly operational dashboards and management reports.
  • Monitor engineer utilisation, postcode coverage, and operational capacity planning.
  • Ensure engineer certifications, compliance training, and competency records remain up to date.
  • Drive compliance across fleet management, audits, SHEQ requirements, and operational procedures.
  • Produce and distribute technical bulletins and operational communications.
• Financial & Commercial Oversight
  • Monitor and drive reductions in subcontractor costs.
  • Review commission breakdown reports and distribute to engineering teams.
  • Notify management of any bonus or additional payments due to staff.
  • Support operational efficiency and profitability through effective resource planning and performance management.
• Reporting Responsibilities
  • 30+ Day Outstanding Reports
  • Engineer Performance Reports (PPM & Remedials)
  • Aborted Visit Reporting
  • NCR Monthly Reporting
  • Capacity & Utilisation Reports
  • Client Performance Reporting

Requirements

• Proven experience within the fire suppression, fire protection, or fire & security industry.
• Previous experience managing service delivery and engineering teams at a national or regional level.
• Strong organisational and leadership skills with the ability to manage multiple priorities.
• Experience working within a fast‑paced operational environment.
• Excellent communication and client management skills.
• Commercial awareness with the ability to drive operational performance and efficiency.
• Good understanding of compliance, auditing, and engineering standards.
• Proficient in reporting, scheduling, and performance management processes.

Our market‑leading offering provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household, allowing you to get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme, which allows you to access 50 % of earned pay before payday for a small fee and competitive loans. You can use our flexible lifestyle benefits platform, Choices, to purchase up to five extra days’ holiday each year, critical illness insurance, dental treatment, or technology products at an affordable cost. We give you access to high‑street discounts through our MiDeals platform, a cycle‑to‑work scheme, and life cover of up to four times your salary. We also offer enhanced pension contributions, a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan, along with Mitie Stars recognition that includes cash prizes and a chance at a top prize of £10,000.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .