Fire & Security Regional Service Manager

Job Summary

Protec Fire and Security Group/A Bosch Company have an opportunity for a Fire and Security Regional Service Manager for the North West of England region.

Responsibilities

• Operational Management: Oversee service delivery across all sites in the region, ensuring adherence to SLAs and departmental standards; manage operational efficiency, resource allocation, and scheduling; implement process improvements to optimize service performance and cost efficiency.
• Team Leadership: Manage Area Service Managers and regional service teams, including engineers and supervisors; develop and coach staff to maintain high levels of performance and professional growth; conduct performance reviews, identify skill gaps, and support succession planning.
• Customer & Account Management: Serve as the escalation point for critical customer issues and account disputes; ensure consistent customer satisfaction and proactive engagement with key accounts; monitor NPS/CSAT scores and implement initiatives to improve client experience.
• Financial & Compliance Responsibilities: Own regional Gross Margin (%) and EBIT, ensuring cost‑effective service delivery; monitor regional budgets, approve expenses, and identify areas for financial improvement; ensure compliance with fire and security standards (NSI/FIA/SSAIB), company policies, and regulatory requirements.
• Service Contracts & Renewals: Oversee onboarding of new clients and ensure smooth service transitions; support contract renewals by ensuring high‑quality service delivery and client satisfaction; work with Service Sales Engineers and Area Managers to maintain and grow client accounts.
• KPIs & Reporting: Monitor and report on key operational KPIs including SLA performance, first‑time fix rates, engineer productivity, and customer satisfaction; provide regular updates to the Service Operations Manager and Service Director.
• Engineers Overtime & Resource Planning: Approve and monitor engineers’ overtime to ensure efficient coverage without exceeding budget; plan and adjust resources to meet service demand and maintain operational continuity.

Key Skills & Competencies

• Strong leadership and team management skills.
• Excellent customer service and problem‑solving capabilities.
• Financial acumen to manage budgets, GM (%), and EBIT.
• Knowledge of fire and security service operations, standards, and compliance requirements.
• Ability to work under pressure and make operational decisions.
• Strong communication and interpersonal skills.

Qualifications & Experience

• Relevant technical or engineering qualification in fire, security, or related field.
• Proven experience in service operations management, preferably in fire and security.
• Experience managing multi‑site teams and regional operations.
• Familiarity with service contract management, renewals, and client relationship management.

KPIs / Performance Metrics

• SLA compliance and response times.
• Customer satisfaction.
• Regional Gross Margin (%) and EBIT targets.
• First‑time fix rates and service efficiency.
• Staff performance and development metrics.

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