Service Manager (Engineering Manager) - Heathrow Airport Location: Heathrow Airport Trinity Fire & Security are seeking an experienced Service or Engineering Manager to lead our Service Operations at Heathrow Airport. This is a critical leadership role where you’ll drive operational performance, foster string client relationships, and ensure our dedicated Heathrow service teams deliver Trinity’s high-quality standards. This role is ideal for an experienced people manager in the Aviation, FM or Fire & Security industry who thrives in a fast-paced environment and is passionate about service delivery, customer satisfaction, and operational excellence. What you’ll be doing As a Service / Engineering Manager at Trinity, you will have full accountability for all service-related operations. You’ll lead, support, and develop the engineering teams, ensuring efficient delivery, customer satisfaction, and financial performance. The key responsibilities are: Drive operational performance, with a focus on delivering exceptional customer service, complaint maintenance, labour productivity, financial results, health & safety, and adherence to key KPIs. Take ownership of all service escalations, ensuring swift and effective resolution. Manager clients CAFM (Maximo) in real time. Work cross-functionally with Trinity’s wider support teams to optimise engineer utilisation, compliance, and service outcomes. Monitor, analyse, and respond to daily, weekly, and monthly KPI reports, ensuring continuous improvement and performance tracking. What we’re looking for At Trinity, we believe that great employees share key qualities: a vibrant energy, a positive ‘can do’ attitude, a commitment to excellence in customer service, and a strong sense of responsibility towards their work. We are seeking exceptional individuals who embody these traits and are passionate about making a difference. For this exciting opportunity, we are looking for candidates with: · Meticulous management, Own the delivery of Service contracts, ensuring quality, compliance and client satisfaction. · A commercial mindset, with strong experience in resource planning, and meeting operational targets. · Customer-focused approach, committed to delivering exceptional service and building long-term client relationships. · Excellent communication, problem-solving, and decision-making skills, with a proactive and collaborative approach to leadership. What Trinity Offers Competitive base salary 23 days’ holiday, increasing with service, plus bank holidays. Employee Discount Programme – savings across 800 retailers. Company vehicle or car allowance Pension via Royal London, Life Assurance, and Employee Assistance Programme. Referral bonus of up to £2,000. Ongoing training and career development opportunities. Equal Opportunities in Practice We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. Security Vetting It is an industry requirement that successful candidates undergo security vetting. Offers of employment are subject to satisfactory vetting and may be withdrawn if the required standards are not met. IndHP