Regional Operations Service Manager in London

The overarching objective of the Regional Service Manager position is the regional ownership of the operational performance across the allocated geographic area, ensuring contracts and projects are delivered safely, consistently, profitably, and in line with industry/company standards and Client expectations.

Responsibilities

• Provide regional leadership & management for engineering delivery within the Service & Small Works division.
• Ensure first‑class customer service to comply with KPI’s/SLA and aim to exceed expectations.
• Provide leadership and governance, while Operations Managers retain day‑to‑day technical responsibility for engineering teams.
• Lead engineering teams while maintaining strong client relationships and delivery performance.
• Own regional revenue, profitability, forecasting and budget performance, ensuring delivery against agreed financial targets.
• Lead and manage the Operations Managers within the region.
• Ensure service delivery across PPM, reactive maintenance and small works.
• Oversee engineer hiring, utilisation, scheduling efficiency and productivity.
• Ensure quality assurance and compliance with engineering standards.
• Ensure delivery of SLA & KPI performance on all contracts and deliver corrective actions where necessary.
• Mobilise newly awarded PPM mobilisations.
• Monitor risk management.
• Deliver operational efficiency initiatives to improve profitability.
• Hold P&L responsibility for the Regional delivery.
• Deliver and assist Operations Managers in delivering commercial review, value creation on existing contracts.
• Support expansion of existing service lines and expand where applicable.
• Revenue growth, Forecasting & Margin.
• Budget management & Cost control.
• WIP management.
• Debt management (where appropriate).
• Foster a high‑performance and accountable delivery culture.
• Team resource management including existing staff performance, recruit and manage workforce.
• Ensure succession planning and skills development across the region.
• Provide technical escalation support for Operational Managers, whilst they hold the day‑to‑day technical support for the engineering teams for a 24/7 business.
• Ensure statutory compliance and adherence to industry standards.
• Review completed works and ensure engineering quality control.
• Lead health, safety and compliance performance across the region.
• Ensure accident investigations, corrective actions and HSEQ initiatives are effectively implemented.
• Conduct probation & periodic performance reviews (APRs) for direct reports.
• Act as primary operational contact for regional clients.
• Client review meetings and manage service escalations.
• Identify and develop opportunities within existing contracts.
• Contract growth & Cross‑selling services.
• Account development.
• Supporting strategic bids.
• Support pricing and scope development for regional works.

Qualifications

• Strong technical knowledge of Mechanical and Electrical (M&E) building services across multiple disciplines – including full electrical service offering, Gas, HVAC, Fire, Water & Decarbonisation.
• Navigate & coordinate complex engineering issues.
• Demonstrate understanding of statutory compliance and engineering regulations.
• Ability to review technical scopes of work and ensure correct engineering standards are applied.
• Experience overseeing PPM, reactive maintenance and small works within building services environments.
• Proven operational leadership with the ability to manage multiple engineering teams.
• Ability to support the Operations Managers to coordinate engineers, subcontractors and resources across a region.
• Track record of managing service delivery against contract SLAs and KPIs.
• Ability to manage scheduling challenges and maintain service performance under operational pressure.
• Strong problem‑solving skills and the ability to resolve technical and operational issues quickly.
• Commercial awareness with the ability to identify additional work opportunities within existing contracts.
• Understanding of labour productivity, job costing and operational margin considerations.
• Ability to support pricing and scope development for small works and contract variations.
• Strong client‑facing skills with the ability to build and maintain trusted relationships.
• Experience managing service escalations and resolving client issues effectively.
• Strong communication skills when liaising between engineers, clients, and senior management.
• Ability to lead, motivate and support engineering teams to promote strong safety culture and engineering standards.
• Strong decision‑making ability when managing operational and technical challenges.
• IOSH Managing Safely (minimum) & Full UK Driving Licence.

Desirable

• Previous experience managing regional engineering teams within an FM or building services environment.
• HNC/HND or Degree in Mechanical, Electrical or Building Services Engineering.
• SMSTS (desirable).
• Multi‑disciplinary engineering background (MEP etc.).
• Experience working with CAFM or job management systems.
• Understanding of asset‑based maintenance strategies and lifecycle planning.
• Chartered Engineer status.
• NEBOSH.
• Prince2 or Project Management qualification.
• Client Focused.
• Accountability & Ownership credentials.
• Commercially astute.
• Experienced provider management & leadership capability.
• Excellent communication skills.

Benefits

• Competitive Salary.
• Apple IT Equipment Provided.
• Apple iPad Provided.
• Holiday allowance – 23 Days + Bank Holidays.
• Performance Bonus.
• Pension.
• Company Vehicle – Fiesta.
• Professional development support.