Senior Service Operations Controller. LilyLifestyle

Senior Service Controller

£35,000 - £40,000 DOE

Monday Friday, 8.00am 5.00pm. 42.5 hours per week.

We are looking for an experienced and highly organised Service Controller from an engineering services background for a permanent role with a leading Fire & Security company in Glasgow, who require a suitably experienced person to manage and drive the day-to-day coordination of their engineering service operations. This position is fully office based in Glasgow.

This is a critical role responsible for overseeing both reactive and planned maintenance works, ensuring efficient allocation of engineering resources while maintaining high standards of customer service and compliance. You will take ownership of the team of engineers, ensuring efficient scheduling, productivity, and service delivery.

Key responsibilities will include:

• Manage the live service diary, coordinating reactive callouts and planned preventative maintenance, PPM
• Continuously monitor and adjust schedules to maximise efficiency and meet service level agreements
• Prioritise urgent and emergency works effectively

• Allocate work to engineers based on skillset, location and availability
• Plan future works ensuring full utilisation of the team of engineers
• Ensure engineers are fully productive throughout the working day

• Act as the primary point of contact for service-related enquiries
• Liaise with customers to schedule visits and provide updates

• Work closely with Engineering Field Managers to drive productivity
• Monitor start times, end times, job completion and first-time fix rates

• Coordinate service delivery from booking through to completion
• Update client portals with ETAs, lead times and certification documentation

• Order parts and equipment for planned works

Key

Skills & Experience required:

• A minimum 5 years experience managing a fast-paced service diary within Fire & Security or a similar engineering services industry
• Proven experience managing multiple engineers and complex service schedules
• Strong organisational and communication skills
• Experience with service / CRM systems

If you feel that you meet the requirements for this role and would like to apply, then please do so with your CV in Word format via the application link provided.