Job Specification – Service Manager
Department: Operations
Reports To: Head of Operations
Location: Ballymount, Dublin 24 (with occasional travel to customer sites)
Role Overview
The Service Manager is responsible for the installation and day-to-day management of the service and maintenance function across EAS, CCTV, Footfall Analytics, and Digital Signage systems. The role ensures that all service requests, planned maintenance, and reactive callouts are completed efficiently, safely, and to the highest quality standards.
Working closely with the Head of Operations, the Service Manager supports a team of 8 Engineers and collaborates with the Operations Administrator to deliver excellent customer service, meet contractual SLAs, and maintain operational excellence.
Key Responsibilities
Team Leadership & Management
- Oversee, support, and mentor a team of 8 field engineers delivering service and maintenance works.
- Manage daily scheduling, task allocation, and prioritisation of reactive and planned maintenance jobs.
- Conduct regular performance reviews, field audits, and coaching sessions to maintain technical and service standards.
- Lead daily/weekly operational check-ins with the engineering team.
Service Delivery & Operational Performance
- Ensure all service requests, faults, and maintenance tasks are completed on time and in line with SLAs.
- Monitor and drive key metrics such as first-time fix rate, callout response times, job closure rates, and customer satisfaction.
- Manage job escalation processes and act as the first point of contact for complex or high-priority issues.
- Ensure accurate job notes, reporting, and system updates from the engineering team.
Customer Relationship Management
- Build and maintain strong working relationships with key retail and commercial clients.
- Handle service-related customer communications, including escalations, issue resolution, and feedback management.
- Communicate service performance updates and ensure a high-quality customer experience.
Planning, Scheduling & Administration
- Work with the Operations Administrator to manage engineer schedules, PM plans, and job workflows.
- Ensure accurate allocation of labour, parts, and materials for service jobs.
- Review timesheets, job completion reports, and compliance documentation.
- Support planning and execution of large-scale maintenance programmes and upgrade works.
Quality, Safety & Compliance
- Ensure all works are carried out in compliance with industry standards, manufacturer guidelines, and company procedures.
- Champion a strong health and safety culture across the engineering team.
- Conduct quality audits and ensure technical standards are consistent and well-documented.
- Maintain and update service documentation, SOPs, and training materials.
Continuous Improvement
- Identify recurring issues, inefficiencies, or training gaps and implement improvements.
- Provide insights to the Head of Operations on service trends, engineer performance, and resource requirements.
- Contribute to the development of new processes, tools, or service offerings.
Required Skills & Experience
Essential
- Experience in a service management or senior engineering role within EAS, CCTV, security systems, digital signage, or related technical environments.
- Strong leadership skills with the ability to motivate and support field engineers.
- Excellent organisational and scheduling abilities in a fast-paced environment.
- Strong customer service and communication skills, including managing escalations.
- Solid understanding of SLAs, planned maintenance, and reactive service delivery.
- Proficiency with service management systems or job tracking tools.
Desirable
- Technical qualifications relating to security or digital technologies.
- Experience working with retail sector customers or multi-site operations.
- Knowledge of KPI reporting and service performance dashboards.
Key KPIs for This Role
- Service SLA achievement
- First-time fix rate
- Engineer productivity/utilisation
- Response and resolution times
- Customer satisfaction
- Reduction of repeat faults
- Accuracy and timeliness of job updates and reporting
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