Fire & Security Regional Service Manager NEW

Nelson, Lancashire
Protec Fire & Security Group Ltd

Protec Fire and Security Group/A Bosch Company have an opportunity for a Fire and Security Regional Service Manager for the North West of England region.

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.

Key Responsibilities

1. Operational Management

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.

2. Team Leadership

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.

3. Customer & Account Management

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.

4. Financial & Compliance Responsibilities

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.

5. Service Contracts & Renewals

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 accounts.

6. KPIs & Reporting

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.

7. Engineers Overtime & Resource Planning

Approve and monitor engineers overtime to ensure efficient coverage without exceeding budget.

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

Key Skills & Competencies

• Strong leadership and team management skills.
• Excellent customer service and problem-solving capabilities.
• Financial acumen to manage budgets, GM (%), and EBIT.
• Knowledge of fire and security service operations, standards, and compliance requirements.
• Ability to work under pressure and make operational decisions.
• Strong communication and interpersonal skills.

Qualifications & Experience

• Relevant technical or engineering qualification in fire, security, or related field.
• Proven experience in service operations management, preferably in fire and security.
• Experience managing multi-site teams and regional operations.
• Familiarity with service contract management, renewals, and client relationship management.

KPIs / Performance Metrics

• SLA compliance and response times
• Customer satisfaction
• Regional Gross Margin (%) and EBIT targets
• First-time fix rates and service efficiency
• Staff performance and development metrics