Service Manager

Service Manager (Coffee)

Location:

North London

Salary: £50,000 + company bonus scheme

Working Pattern:
Hybrid — field, office (minimum 2 days per week) and home

We’re looking for a hands‑on, people‑first Service Manager to take ownership of our service operations and ensure every client, machine and engineer is set up to succeed. You’ll lead a team of field service engineers, oversee the service desk and play a key role in delivering an outstanding service experience. This is an opportunity to make a genuine impact — solving problems, developing people and driving improvements across the service function.

The role is varied and hands‑on, with time spent out in the field alongside your team, a minimum of two days per week at Head Office, and the flexibility to work from home as required.

• Lead and manage the service desk, ensuring client requests, breakdowns and maintenance queries are handled promptly and professionally.
• Lead, coach and schedule a team of field service engineers, keeping the team motivated and ensuring service levels and SLAs are consistently achieved.
• Monitor key service performance metrics, including response times, first‑time fix rates and equipment downtime, using insights to drive improvements.
• Develop and manage effective preventive and corrective maintenance schedules.
• Manage spare parts availability and stock levels, balancing efficient repairs with cost‑effective stockholding.
• Act as the escalation point for complex client issues, resolving concerns confidently and professionally.
• Develop and improve service processes to ensure consistent, high‑quality delivery.
• Work closely with sales and operations teams to ensure the service strategy supports wider business objectives.
• Report on service performance, productivity and client feedback, identifying opportunities for continuous improvement.
• Champion health and safety standards across the service and engineering team.

You’ll bring proven experience in service management, field operations or a similar technical environment. Experience with in vending, catering equipment or a related industry would be advantageous.

• Experience managing technical or field‑based service teams across multiple sites.
• Strong technical knowledge of vending equipment, refrigeration units or electromechanical systems.
• Experience using service management software and Microsoft Office.
• Excellent leadership, organisation and communication skills.
• Confidence dealing with clients, colleagues and senior management.
• Strong problem‑solving skills and the ability to remain calm under pressure.
• The ability to manage competing priorities and keep a busy service operation running smoothly.
• A full, valid driving licence, as the role involves occasional travel to client sites.

This is a role with genuine ownership and the opportunity to shape how a growing service function operates.

You’ll have the chance to develop and mentor an engineering team, improve processes, strengthen client relationships and see the direct impact of your decisions on service performance and customer satisfaction.

In return, you’ll receive a competitive £50,000 salary plus a company bonus scheme, alongside a flexible hybrid working pattern.

Please note:

Applicants will be required to drive for company purposes and must hold a clean, valid driving licence.