Area Service Manager

About the role

The Area Service Manager is responsible for overseeing service operations across a defined geographic area, ensuring that service level agreements are met and that customers receive high‑quality support. This role combines operational oversight, team leadership, and client relationship management to drive performance and profitability.

Key responsibilities

• Manage and coordinate service operations to meet SLA compliance, allocating engineers efficiently to match demand.
• Monitor performance metrics such as first‑time fix rates, response times, and overall efficiency, implementing process improvements where needed.
• Supervise engineers and service staff, providing coaching, performance feedback, and supporting training initiatives.
• Maintain close contact with clients, handling escalations, ensuring satisfaction, and supporting service renewals.
• Monitor area budgets, control costs, and assist the Regional Service Manager in achieving gross margin and EBIT targets.
• Oversee onboarding of new clients and assist in contract renewals, providing operational insight.
• Track and report on operational KPIs, delivering regular updates to senior management.
• Approve engineer overtime within budget constraints and adjust staffing to maintain continuity.

Required profile

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

Required skills

• Strong operational and team management abilities.
• Excellent problem‑solving and customer service capabilities.
• Knowledge of fire and security service operations and compliance standards.