Service Manager – M&E Service & Height Safety
About Harmony Fire
At Harmony Fire, we believe growth should create impact. Ranked among the UK’s fastest-growing life safety organisations, our mission is simple: to make every building safer and every service experience exceptional.
As our service division continues to expand, we are strengthening the leadership of our operational teams. We are now looking for a Service Manager to lead the Service Desk function in Yeovil, ensuring our service delivery operation runs with precision, accountability, and outstanding customer focus.
This is a critical leadership role responsible for the performance of our service administration and engineering teams, ensuring engineers are deployed efficiently, customers receive an exceptional experience, and operational performance consistently meets our standards.
About the Role
As Service Manager, you will lead the operational engine of our service delivery. Working closely with the Head of Service, you will oversee scheduling, operational processes, and team performance to ensure that engineers are in the right place, at the right time, delivering work to the highest standards.
This role suits someone who thrives in a fast-paced environment and enjoys building structure, improving systems, and leading people.
You do not need to come from a fire safety background — we are looking for a strong operational leader who can drive performance, improve processes, and build a high-performing team.
Key Responsibilities
* Lead, coach and develop a team of Service Administrators and Engineers, creating a high-performance culture focused on accountability and service excellence
* Own and improve service desk processes across both back-office operations and field delivery
* Oversee engineer scheduling and deployment to maximise productivity and meet client requirements
* Monitor and deliver key service KPIs including PPM completion, remedials, call-outs, and reporting
* Track daily operational performance and provide clear reporting on service desk outputs and improvement opportunities
* Identify operational bottlenecks and implement process improvements to improve turnaround times and reduce administrative burden
* Build strong working relationships with engineers and field teams to ensure alignment with operational processes and performance targets
* Support the implementation and optimisation of systems that improve scheduling, visibility and communication across the service function
* Manage the day-to-day variability of a reactive service environment, maintaining service quality while adapting to changing priorities
Commercial and Operational Delivery
* Ensure service contracts are delivered on time and within budget
* Manage forecasting, valuations, cost control and purchasing decisions
* Protect and manage contract gross profit through effective financial oversight
* Manage variations and resolve commercial matters with clients when required
Customer Experience
* Deliver the “Harmony experience” through excellent communication and strong client relationships
* Resolve operational issues quickly and professionally
* Ensure service teams and subcontractors deliver to both client expectations and Harmony standards
People Leadership
* Lead recruitment, onboarding and development of service team members
* Drive engagement and performance across the team
* Ensure clear expectations, accountability and development pathways
Quality and Compliance
* Ensure works are delivered to the highest standard and fully compliant with regulatory and client requirements
* Conduct regular site and documentation audits
* Ensure all work is properly certified and documented
Health & Safety
* Implement and uphold Harmony’s Health & Safety policies across all service activities
* Ensure safe working practices through training, site audits and compliance checks
Service Team KPIs
The Service Manager will be accountable for performance across key operational indicators including:
* Revenue and Gross Profit targets
* Forecast accuracy
* Backlog jobs over 30 days
* Time to remedial closeout
* Customer NPS
* Employee engagement
* Health & Safety performance
What We’re Looking For
* Proven leadership experience in an operational or service delivery environment
* Strong organisational and process improvement skills
* Experience managing teams in fast-paced, reactive environments
* Ability to build trust and accountability across both office and field-based teams
* Strong communication skills with the ability to work cross-functionally
* Comfortable working with systems, reporting tools, and operational data
* Experience in facilities management, field service, compliance or engineering environments is advantageous
* Knowledge of fire protection or engineering services would be beneficial but is not essential
* Full UK driving licence
Our Values
At Harmony Fire, our culture is built on three core values that guide how we work and how we support one another:
Athletes Grit – We bring energy, resilience and determination to everything we do.
Captains Duty – We take ownership, lead with integrity and support our teams.
Fun Loving Heart – We work hard, but we care about our people and enjoy the journey.
Benefits
* Unlimited Holiday
* Bonus Scheme (up to 50%)
* Lunch, snacks and refreshments all provided
* Team socialising budget for all employees
* Family friendly policies including enhanced Maternity and Paternity
* Cycle to work scheme
* Two Company events each year
* Auto-enrolment pension scheme