Operations Manager

Service Operations Manager

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• Location: Stevenage
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• Job Type: Full-time
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We are seeking an experienced Service Operations Manager to lead our After Sales and Service Department. Reporting to senior leadership, this role involves taking ownership of service delivery, engineer scheduling, customer satisfaction, and operational performance within a busy engineering environment.

Day-to-day of the role:

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• Manage the day-to-day operation of the Service Department, ensuring excellent customer service and efficient job delivery.
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• Oversee the full service process from enquiry through to completion and invoicing.
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• Lead, schedule, and coordinate field service engineers, allocating installations, breakdowns, maintenance, and commissioning work.
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• Monitor engineer utilisation, productivity, and performance, ensuring service reports and documentation are completed accurately.
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• Act as the main escalation point for customer service issues and maintain strong relationships with customers, suppliers, and stakeholders.
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• Prepare service and spare parts quotations and work closely with suppliers to ensure parts availability and technical support.
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• Oversee service orders, quotations, and invoicing while monitoring costs, profitability, and commercial performance.
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• Support budgeting, forecasting, and departmental reporting.
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• Develop and improve service processes, KPIs, systems, and procedures to enhance efficiency and customer satisfaction.
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• Maintain accurate records within CRM systems and support wider business growth initiatives.
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Required Skills & Qualifications:

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• Proven experience managing a Service, Operations, or After-Sales function.
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• Experience leading and coordinating field-based engineers.
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• Strong leadership, planning, and organisational skills.
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• Commercial awareness with a customer-focused approach.
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• Excellent communication and stakeholder management abilities.
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• Strong IT skills, including Microsoft Office and CRM/service management systems.
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• Ability to work independently and take ownership of departmental performance.
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• Desirable: Experience within engineering, manufacturing, industrial equipment, or machinery environments. Knowledge of service contracts, warranties, and spare parts management. Experience implementing KPIs and process improvements.
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Benefits:

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• Senior leadership role within a growing business.
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• Opportunity to shape and develop the Service Department.
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• Competitive salary and benefits package.
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• Supportive and collaborative working environment with genuine career development opportunities.
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