Overview
Join Alpine Fire Engineers Ltd as our Service Delivery Manager. You will lead the internal help desk powering a high-performing team of 60 field engineers, overseeing planning, scheduling, and invoicing of field operations through a cutting-edge, cloud-based Field Service Management (FSM) system — ensuring our customers receive world-class service.
We’re an employer of choice, fostering collaboration, growth, and belonging. You’ll use data insights and exception reporting to drive efficiency, motivate your team, and deliver results that matter.
Responsibilities
* Lead the daily operation of the internal help desk supporting 60 engineers.
* Manage planning, scheduling, and invoicing through the company’s cloud-based FSM system.
* Monitor team and individual performance using KPIs, dashboards, and reports.
* Ensure compliance with service SLAs, process standards, and data accuracy.
* Drive continuous improvement through analysis of trends and exception reporting.
* Develop and coach team members to achieve personal and business goals.
* Communicate effectively across departments to ensure seamless service delivery.
* Produce management reports highlighting performance, challenges, and opportunities.
* Foster a culture aligned with company values — collaboration, development, and belonging.
Education & Experience
* Minimum 5 years’ experience in a service operations or scheduling environment.
* Strong working knowledge of field service management or ERP systems.
* Advanced Microsoft 365 Office (Excel, Teams, Power BI preferred).
* Experience leading and developing teams in a fast-paced, customer-centric environment.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Administrative, Customer Service, and Project Management
* Industries: Telephone Call Centers, Fire Protection, and Engineering Services
Apply now and be part of a great place to belong.
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