Regional Service Manager

Overview

The Fire Alarm Regional Service Manager is responsible for the day-to-day leadership and operational delivery of fire alarm maintenance and remedial services in line with BS 5839-1:2025. This includes managing planned preventative maintenance (PPM), addressing backlogs, allocating reactive works, and ensuring remedial actions are completed efficiently. You will also play a key role in recruitment, service improvements, and team performance management.

Responsibilities

• Service Delivery & Compliance
  Ensure all fire alarm systems are serviced and maintained in full compliance with BS 5839-1:2025 and company standards.
• Service Delivery & Compliance
  Oversee execution of PPM schedules, ensuring timely completion and high first-time fix rates.
• Service Delivery & Compliance
  Review and manage service backlog, prioritising safety-critical tasks and ensuring action plans are implemented.
• Service Delivery & Compliance
  Allocate and monitor reactive calls to engineering teams, ensuring SLA adherence and customer satisfaction.
• Service Delivery & Compliance
  Manage and oversee remedial works, including job scoping, scheduling, and follow-up.
• Team Management
  Line manage the Regional Engineering Team to ensure effective service coordination and technician deployment.
• Team Management
  Conduct regular team meetings, 1-1s, and performance reviews.
• Team Management
  Identify training needs and support the development of engineers.
• Team Management
  Promote a safety-first, customer-focused culture within the service department.
• Operational Improvements
  Implement continuous improvement initiatives across service delivery operations, enhancing efficiency and quality.
• Operational Improvements
  Support recruitment activities to strengthen engineering and support teams.
• Operational Improvements
  Collaborate with senior leadership to refine service strategy and KPIs.
• Operational Improvements
  Monitor and report on departmental performance against agreed targets.
• Customer & Stakeholder Engagement
  Act as point of escalation for customer issues, ensuring prompt resolution.
• Customer & Stakeholder Engagement
  Provide regular updates and reporting to clients on PPM compliance, outstanding remedials, and service performance.
• Customer & Stakeholder Engagement
  Liaise with project and compliance teams to ensure alignment across business units.

Required Skills & Experience

• Proven experience in fire alarm service management or a similar role.
• Strong working knowledge of BS 5839-1:2025.
• Technical understanding of fire alarm systems and remedial requirements.
• Experience managing engineering and service desk teams.
• Effective communication, organisation, and leadership skills.
• Competency in service management software and reporting tools.

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