Role: Service Manager Salary: up to £45,000 + Package Hours: Twilight hours (Start time between 15:0017:00; flexible end time, approx. midnight), Mon-Fri plus on-call About the Role
We are looking for a proactive and dynamic Service Manager to lead and support an engineering team. Based in London, this hands-on leadership role is crucial to ensuring the delivery of high-quality service, operational excellence, and outstanding client satisfaction across field installation services.
As the primary point of contact for the mobile engineering team, you will manage a dispersed workforce, respond to real-time operational challenges, and uphold technical standards and team performance during non-standard hours.
Key Responsibilities
* Supervise and support field-based engineers across client sites.
* Provide immediate assistance for site issues and engineer queries, including reactive attendance as needed.
* Monitor engineer punctuality, conduct, and the presentation of both personnel and vehicles.
* Enforce site health & safety standards for all engineers and subcontractors.
* Prevent repeat visits by ensuring technical oversight and quality control.
* Maintain clear and effective communication between field and office teams.
* Conduct client site visits pre- and post-installation to assess satisfaction and resolve concerns.
* Manage and document service complaints, corrective actions, and quality improvements.
Weekly / Monthly Duties
* Conduct site audits and performance evaluations aligned with internal KPIs.
* Deliver feedback and formal performance reviews to engineering staff.
* Promote team wellbeing through regular check-ins and support.
* Facilitate technical and procedural training across departments.
* Address and reduce NCRs (non-conformance reports) through root-cause analysis and resolution.
* Collaborate with senior service managers on strategic operational improvements.
Ongoing Responsibilities
* Provide input on hiring decisions, disciplinary actions, and team structure changes.
* Represent the engineering team in cross-departmental meetings and communications.
* Participate in supplier visits, technical training, and one-to-one progress reviews.
* Report equipment or installation issues to relevant teams swiftly.
* Offer continuous feedback on process improvements and quality standards.
Person Specification
* Demonstrated experience managing mobile or field-based engineering teams.
* Technical knowledge of CCTV, telematics, or vehicle electrical systems.
* Flexible and responsive approach to shift and resource planning.
* Strong communication skills (written and verbal).
* Ability to work independently and make confident, real-time decisions.
Desirable
* Background in the bus/coach or transport industry.
* Familiarity with Timespace DVRs, Streamax systems, Robustel routers, or similar technologies.
* Sound understanding of health & safety practices for mobile engineers.
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