Service Manager

About VIVO

VIVO provides facilities management and accommodation maintenance for the UK military and its partners. VIVO embodies both experience and innovation.

RNAS Culdrose – on site role, Cornwall, GB, TR12 7RH

Permanent, Full time, Salary £42,000 - £45,000

We are seeking an experienced and customer‑focused Service Manager to take ownership of service delivery across a designated area, acting as the key point of contact between VIVO, Defence Infrastructure Organisation (DIO), Heads of Establishment and site stakeholders. This role is responsible for ensuring the safe, compliant and efficient delivery of facilities management services across the estate.

• Oversee delivery of reactive repairs, planned maintenance, statutory compliance activities and Billable Works.
• Ensure services are delivered to agreed performance standards, budgets and customer expectations.
• Drive high‑quality service delivery while maintaining a strong focus on safety, compliance and continuous improvement.
• Manage service performance, monitor key performance indicators and address risks, issues and opportunities proactively.
• Review service reports, track progress against targets and resolve challenges before they impact delivery.
• Manage Supply Chain partners, ensuring contractors deliver works safely, efficiently and in line with contractual requirements.
• Oversee reactive maintenance, planned works and minor (high volume, low value) Billable Works projects, ensuring appropriate documentation, permits, RAMS and compliance processes are in place before work begins.
• Maintain accurate records through CAFM systems, capturing all maintenance activities and asset information.
• Provide technical guidance and support to site teams, customers and stakeholders to resolve issues and improve the overall customer experience.
• Support the management of statutory compliance across the estate, ensuring mandatory tasks are completed, risks are appropriately managed and improvement actions are progressed.
• Take responsibility for Temporary Works coordination and CDM responsibilities for relevant Billable Works projects.
• Identify opportunities to improve service delivery, enhance efficiency and support sustainability objectives, including initiatives that contribute towards the MoD’s carbon reduction targets.

• Experience managing facilities management, maintenance or operational service delivery within a complex environment, with a strong understanding of compliance, customer service and contractor management.
• Strong leadership skills, confident in leading teams, coordinating multiple work streams and managing supply chain performance to achieve agreed targets.
• Experience in reactive maintenance, planned maintenance, project management, statutory compliance and Billable Works delivery.
• Strong understanding of Health & Safety requirements, Safe Systems of Work, RAMS, permits and relevant legislation including asbestos, legionella and fire safety management.
• Experience with CAFM systems such as Maximo, strong IT skills and ability to analyse service data.
• Excellent communication skills, building positive relationships with customers, stakeholders and operational teams.
• Organised, proactive and able to manage competing priorities while maintaining high standards of quality, safety and service delivery.
• Relevant technical qualification in Building Services, Engineering, Facilities Management or a related discipline (or equivalent experience) is required. Additional qualifications such as IOSH, SMSTS, Temporary Works Coordinator or CDM training are advantageous.

• 6% employee matched pension contribution
• 25 days annual leave
• Single private medical cover
• Life assurance 2x annual salary

VIVO is committed to building a diverse and inclusive organisation that supports the needs of all. We encourage applications from a diverse candidate pool. We are proudly a Disability Confident Leader. Disabled applicants who meet the minimum criteria will be given the opportunity to demonstrate their abilities at interview.