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National Service Manager
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
1. Day-to-day management of the Service and Remedial teams nationwide.
2. Support the ARC with call-outs and provide out-of-hours engineer support when required.
3. Manage scheduling queries and work closely with scheduling teams to maximise efficiency and engineer utilisation.
4. Respond professionally and effectively to client concerns, complaints, and service issues.
5. Ensure appropriate engineering capacity is maintained across all service operations.
Team Leadership & Performance
6. Conduct regular review meetings with schedulers and Team Leaders.
7. Monitor engineer performance, productivity, utilisation, and welfare.
8. Review and authorise engineer expenses and monthly wage submissions.
9. Support trainee development, technical progression, and ongoing staff training.
10. Manage employee performance and disciplinary matters where required.
11. Oversee the training and auditing programmes for Senior Engineers.
Client & Service Delivery Management
12. Manage key national client relationships and provide regular operational updates.
13. Oversee service delivery performance across major accounts including hospitality and national retail clients.
14. Monitor servicing and remedial lead times, ensuring contractual service levels are achieved.
15. Drive improvements in customer satisfaction and service standards.
16. Ensure remedial works, defect rectification, and outstanding PPMs are effectively managed.
Reporting & Compliance
17. Produce and maintain monthly operational dashboards and management reports.
18. Monitor engineer utilisation, postcode coverage, and operational capacity planning.
19. Ensure engineer certifications, compliance training, and competency records remain up to date.
20. Drive compliance across fleet management, audits, SHEQ requirements, and operational procedures.
21. Produce and distribute technical bulletins and operational communications.
Financial & Commercial Oversight
22. Monitor and drive reductions in subcontractor costs.
23. Review commission breakdown reports and distribute to engineering teams.
24. Notify management of any bonus or additional payments due to staff.
25. Support operational efficiency and profitability through effective resource planning and performance management.
Reporting Responsibilities
The successful candidate will be responsible for the preparation and submission of operational reports including:
26. 30+ Day Outstanding Reports
27. Engineer Performance Reports (PPM & Remedials)
28. Aborted Visit Reporting
29. NCR Monthly Reporting
30. Capacity & Utilisation Reports
31. Client Performance Reporting
Requirements
32. Proven experience within the fire suppression, fire protection, or fire & security industry.
33. Previous experience managing service delivery and engineering teams at a national or regional level.
34. Strong organisational and leadership skills with the ability to manage multiple priorities.
35. Experience working within a fast-paced operational environment.
36. Excellent communication and client management skills.
37. Commercial awareness with the ability to drive operational performance and efficiency.
38. Good understanding of compliance, auditing, and engineering standards.
39. 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. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
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 .