Service Operations Manager

We are currently inviting applications for this exciting newly created role within our Motive Power division. The Service Operations Manager is responsible for leading the day-to-day operations of the department, ensuring the efficient delivery of services to customers while maintaining high levels of customer satisfaction. The role provides leadership to the Rental Administration, Service Administration, Scheduling and Contract Administration functions, whilst overseeing operational resources and supporting field service activities. The successful candidate will act as a key link between office-based support teams, field operations, customers and senior management, ensuring service excellence, operational efficiency and business growth.

Roles & Responsibilities

• Operational Leaders
  • Lead the day-to-day operations of the Motive Power Department.
  • Manage Rental Administration, Service Administration, Scheduling and Contract Administration teams.
  • Ensure resources are effectively planned and managed to meet customer requirements.
  • Ensure continued development and performance of the department.
  • Manage team workload and resource allocation to maintain service levels.
  • Conduct regular one-to-one meetings, appraisals and performance reviews.
  • Provide coaching, training and development to team members.
• Customer Service & Service Desk Management
  • Oversee the service desk function and ensure all administrative duties are completed accurately and within deadlines.
  • Support service desk activities as required, including responding to customer enquiries and resolving issues.
  • Act as the primary escalation point for customer service matters.
  • Ensure customer expectations are met and exceeded wherever possible.
  • Maintain strong relationships with existing customers through regular communication and engagement.
  • Collaborate with field engineers to ensure all service activities are adequately supported.
• Scheduling & Service Delivery
  • Oversee the effective scheduling of engineers and service activities.
  • Coordinate accommodation, travel and logistics requirements where required.
  • Ensure all service records, documentation and reports are maintained accurately.
  • Monitor service performance and ensure operational targets are achieved.
  • Work closely with field service leadership to support overall service delivery.
• Commercial & Contract Administration
  • Oversee service invoicing and job report completion.
  • Manage contract administration activities on a day-to-day basis.
  • Monitor and assist with customer purchase order management.
  • Coordinate the ordering of equipment and parts and manage supplier relationships.
  • Track delivery schedules and ensure timely fulfilment of customer requirements.
  • Assist in the preparation of quotations, tenders and customer proposals.
  • Identify opportunities to improve customer retention and generate business growth.
• Reporting & Continuous Improvement
  • Compile, analyse and present monthly operational and service KPI reports.
  • Monitor departmental performance against agreed objectives.
  • Produce reports for senior management highlighting service trends, operational performance and improvement opportunities.
  • Identify and implement process improvements to enhance efficiency and customer experience.
  • Drive continuous improvement through customer feedback, service metrics and internal audits.
• Stakeholder Management
  • Liaise with customers, suppliers, engineers and internal departments to ensure effective communication.
  • Act as the main point of contact between operational support functions and field service teams.
  • Manage escalations professionally and in a timely manner.
  • Build strong internal and external working relationships.

Skills & Experience

• Essential
  • Previous experience in an Operations Manager, Service Manager, Customer Service Manager or similar leadership role.
  • Proven experience managing service desk, scheduling or operational support functions.
  • Strong leadership, coaching and people management skills.
  • Excellent organisational and administrative abilities.
  • Strong customer relationship management skills.
  • Ability to prioritise workload and perform under pressure.
  • Excellent communication and interpersonal skills.
  • Proficient in Microsoft Office applications.
  • Experience producing operational reports and KPI analysis.
  • Full UK Driving Licence.
• Desirable
  • Leadership or Management qualification.
  • HNC/HND or Degree in Business Management or a related discipline.
  • Experience within a service, engineering or industrial environment.
  • Experience managing purchasing and supplier relationships.
  • Experience preparing quotations, tenders and customer proposals.

Personal Attributes

• Customer-focused and commercially aware.
• Strong leadership presence.
• Proactive and solution-oriented mindset.
• Excellent communicator at all levels.
• Team player with a collaborative approach.
• Professional, organised and dependable.
• Willingness to take ownership and accountability.
• Able to remain calm and effective under pressure.

QHSE Responsibilities

• Comply with company and client Quality, Health, Safety and Environmental procedures at all times.
• Ensure all accidents, incidents, near misses and hazards are reported promptly and accurately.
• Promote a positive safety culture throughout the department.
• Ensure all activities are carried out in accordance with company policies and industry regulations.