Regional Service Manager

Protec Fire and Security Group/A Bosch Company

Regional Service Manager

Location:
North West, England

Salary/Package:
Competitive (Dependent On Experience)

Full time: 40 hours per week.

Protec Fire and Security Group, a Bosch Company, has an opportunity for an experienced and proactive Regional Service Manager for the North West of England.

The Regional Service Manager is responsible for managing and overseeing all service operations within a specific region, which comprises of several geographical area. This role ensures high-quality service delivery, compliance with standards, budget management, team development, and customer satisfaction. The RSM acts as the key operational leader for the region and ensures alignment with departmental goals and KPIs.

Oversee service delivery across all sites in the region, ensuring adherence to SLAs and departmental standards. Manage operational efficiency, resource allocation, and scheduling. Implement process improvements to optimize service performance and cost efficiency.

Manage Area Service Managers and regional service teams, including engineers and supervisors. Develop and coach staff to maintain high levels of performance and professional growth. Conduct performance reviews, identify skill gaps, and support succession planning.

Serve as the escalation point for critical customer issues and account disputes. Ensure consistent customer satisfaction and proactive engagement with key accounts. Monitor NPS/CSAT scores and implement initiatives to improve client experience.

Own regional Gross Margin (%) and EBIT, ensuring cost‑effective service delivery. Monitor regional budgets, approve expenses, and identify areas for financial improvement.

Ensure compliance with fire and security standards (NSI/FIA/SSAIB), company policies, and regulatory requirements.

Oversee onboarding of new clients and ensure smooth service transitions. Support contract renewals by ensuring high‑quality service delivery and client satisfaction. Work with Service Sales Engineers and Area Managers to maintain and grow client account.

Monitor and report on key operational KPIs including SLA performance, first‑time fix rates, engineer productivity, and customer satisfaction. Provide regular updates to the Service Operations Manager and Service Director. Approve and monitor engineers’ overtime to ensure efficient coverage without exceeding budget.

• Plan and adjust resources to meet service demand and maintain operational continuity.