Service Manager

Service Performance Manager

Location:

London
• 40 hours per week
• Salary: £50,000 - £55,000 DOE + phone and laptop

• Lead and develop the Planning & Scheduling and Service Helpdesk teams.
• Oversee the scheduling of reactive and planned maintenance works, ensuring engineer resources are fully optimised and customer SLAs are consistently achieved.
• Work closely with Field Operations Managers to identify engineer coverage gaps, resolve resource challenges, and support operational performance.
• Collaborate with the Customer Service Manager to deliver an exceptional customer experience and continuously improve service delivery.
• Manage a nationwide engineering operation, with each planner supporting approximately 12 engineers.
• Ensure reactive works are prioritised effectively, maintaining response times of up to 4 hours and typically achieving attendance within 24 hours.
• Recruit, develop, and retain high‑performing team members, providing clear leadership and direction.
• Monitor and analyse performance data, producing reports and implementing improvements to enhance efficiency and service levels.
• Build and maintain strong relationships with customers and key stakeholders.
• Act as an escalation point for service‑related issues, ensuring effective resolution and continuous improvement initiatives.
• Prepare and present operational performance reports to the leadership team.

• Previous management experience within a service‑led or operational environment.
• Excellent communication skills, engaging effectively with customers, colleagues, and stakeholders at all levels.
• Strong organisational skills with the ability to manage multiple priorities and meet tight deadlines.
• A proactive, self‑motivated approach with excellent attention to detail.
• A practical problem solver who thrives in a fast‑paced environment.
• Strong leadership, coaching, and team development skills.
• Customer‑focused with a commitment to delivering high service standards.
• IT literate, with good working knowledge of Microsoft Office, including Excel, Word, and Outlook.
• Strong planning and prioritisation skills, balancing day‑to‑day demands while maintaining a strategic overview.
• Confident building relationships and influencing both internal and external stakeholders.
• Commercially aware, understanding how operational performance impacts profitability, customer satisfaction, and business growth.
• Results‑driven, focusing on achieving service and financial targets.

• Competitive salary depending on experience.
• 25 days holiday + Bank holidays.
• Pension – 4% employer + chosen % employee.
• Sick pay, dental, optical, physio and chiro benefits with 24/7 doctor support.
• 4× life insurance.

If you don't meet every requirement but have relevant skills, we'd still love to hear from you. There may be other opportunities that suit your experience.

Apply today or give Anja at Kemp Recruitment a call for a friendly, confidential chat about roles in your area.