Service Operations Manager - Hemel

Job Description – Service Operations Manager (South East & London City)

Business Unit:
Service

Reports To:

Service Director
Region:
South East & London City
Direct Reports:
Lead Engineers, Small Works Managers, Service Coordinators

Learnd is looking for a Service Operations Manager who will be responsible for the operational leadership, technical performance, and service excellence across Learnd’s South East & London City regions.

• Lead Engineers, who are responsible for frontline engineers, technical quality, and first‑level leadership support.
• Small Works Managers, who own complex remedial works and smaller BMS projects.
• Service Coordinators, who provide administrative, scheduling, and customer interface support.

The Operations Manager ensures that service delivery is efficient, safe, customer‑focused, and commercially strong, while driving continuous improvement and technical development across all engineering teams.

• Deliver regional service performance in line with annual budgets and operational plans.
• Maintain high levels of customer satisfaction, minimising repeat visits and improving first‑time fix rates.
• Ensure consistent technical quality, engineering standards, and compliance across both regions.
• Lead a structured governance process for BMS service delivery, remedials, and small works.
• Strengthen collaboration between engineering teams, service coordination, and contract delivery functions.
• Support year‑on‑year contract growth and reduction of controllable contract attrition.

• Provide day‑to‑day operational leadership across South East & London City engineering teams.
• Ensure Lead Engineers are effectively managing engineers, technical escalations, site quality, and customer interface.
• Maintain oversight of engineering headcount, skills mix, resource planning and regional capacity modelling.
• Monitor and lead performance across reactive tasks, PPM delivery, remedials, and remote interventions.

• Directly manage Lead Engineers, Small Works Managers, and Service Coordinators, ensuring clear expectations, regular feedback and structured 1:1s.
• Support Lead Engineers in coaching and developing engineers, conducting performance reviews, and maintaining training/compliance records.
• Promote a culture of ownership, accountability, and collaboration across the regional teams.
• Ensure all staff operate in accordance with Health & Safety legislation and internal procedures.

• Ensure engineering delivery meets BMS technical standards across commissioning, fault finding, graphics, networking and integration.
• Support Lead Engineers with complex technical escalations and system troubleshooting.
• Oversee quality assurance processes, ensuring accurate documentation, site asset records, and “as fitted” information.

• Own the operational inputs to regional P&L performance, including labour utilisation, subcontractor spend, and margin control.
• Ensure Small Works Managers deliver variations, remedials and small projects profitably and in line with company processes.
• Review and approve field quotations and monitor their conversion rates.
• Support Sales and Account Management teams with technical scoping and pricing where required.

• Act as a senior escalation contact for key customers within the region.
• Build long‑term operational relationships to strengthen retention and contract longevity.
• Attend customer reviews, presenting KPI performance, improvement actions, and operational insights.
• Ensure customer complaints are addressed promptly, transparently, and effectively.

• Ensure the service coordination team maintains accurate scheduling, call logging, engineer diaries, and customer communication.
• Support the continued centralisation and optimisation of the coordination function.
• Ensure documentation, reports, timesheets and remedial quotes are received, processed, and filed promptly.

• Work closely with the Projects teams to ensure…