SERVICE MANAGER
REPORTING STRUCTURE
Line Managers job title: Managing Director
Direct reports:
Service Supervisors
Test & repair engineers
IT support
Service Sales (Internal)
Contract Sales and Administration
PPM / Small Works Administrator
Help Desk
KEY RESPONSIBILITIES
A key role on the Companys senior management team, managing all aspects of service provision to ensure the
Companys clients receive the highest levels of service through effective staff management and customer
communications. Setting, monitoring and reporting performance KPIs.
PURPOSE OF ROLE
Encompasses all aspects of planning and monitoring reactive call-outs, PPMs and small works to ensure that SLAs
are achieved by the engineering and support workforce through good planning and management.
Commercial responsibility for annually renewable maintenance contracts, sales derived from the engineering
workforce and improving efficiency to increase sales and profit.
MAIN DUTIES
MANAGEMENT
Provide leadership to the engineering, commercial, administrative and workshop test staff and communicate
departmental and company strategy.
Responsible for the administration of service delivery, to the highest levels of customer service, in accordance with
contractual obligations and for reporting SLA performance.
Implementation of new processes and procedures to improve productivity.
Work as part of the Senior Management Team to set and implement company strategy.
To set, monitor and review the departmental strategic plan.
Responsible for monitoring service delivery to customers.
Responsible for liaison with major account customers regarding contractual performance and issues.
SALES
Monitor and develop staff to improve productivity
Monitor, review and progress quotations generated within the department.
Increase sales from the visits made by reactive, PPM and small works eineers.
Increase contract sales from existing customers
PEOPLE
Hold monthly staff meetings
Perform staff appraisals in line with the appraisal process
Monitor and manage staff training to ensure all reach their full potential
Create and manage self-development plan, in agreement with your line manager.
Ensure that all activities carried out by staff meet health and safety requirements.
MONITORING
Monitor and report contract SLAs for call out and PPM against contractual obligations
Monitor internal quotes and sales from existing contracts, existing customers and sales from engineer activity /
recommendation.
Monitor and improve against target the take up rate for contracts with customers whose security systems are
coming out of warranty.
FINANCIAL
Monitor and manage departmental costs against budget.
Monitor and report contract margins that are being achieved.
Liaison and negotiation with key sub-contractors and suppliers.
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PERFORMANCE CRITERIA - LEADERSHIP & COMMUNICATION
Communicating effectively
Sharing relevant information in a clear, concise and timely way.
Speaking confidently, explaining the reasons for your own and corporate decisions in a positive way.
Making clear to people what they need to do to implement corporate decisions.
Actively listening to peoples views and representing these accurately within the Company.
Building the Team
Empowering team members to generate new ideas and come up with their own solutions to problems.
Removing blocks to effective working.
Securing the practical resources needed for the team to give their best.
Managing conflict within the team in a proactive way.
Making sure that the team, and individuals within the team, get recognition for success or good performance.
Building productive working relationships
Treating people fairly and consistently rather than having favourites who get special treatment.
Leading by example, modelling the behaviour expected within the team.
Taking an active interest in the different experiences and backgrounds of individuals.
Managing Performance
Making sure people understand their job role and targets and how they contribute to achieving company strategy.
Making sure people are clear about the standard of performance expected of them.
Monitoring and regularly reviewing staff performance.
Giving timely and specific feedback on what has been done well and where there is room for improvement.
Recognising and dealing with poor performance in line with company policies and procedures
PERFORMANCE CRITERIA - EMPLOYEE DEVELOPMENT
Identifying learning needs:
Making sure you are clear what others need to know and be able to do.
Helping people to assess their learning needs, acknowledging both their strengths and limitations.
Giving constructive feedback and agreeing a workable plan for meeting their learning needs.
Helping others to learn from experience:
Helping others to practice their skills.
Delegating responsibilities to others to help them develop.
Accepting that mistakes will happen: encouraging people to learn from their mistakes.
Coaching others:
Coaching individuals in the skills and knowledge they need to do their job.
Adapting your coaching style to suit different learning styles and needs.
Regularly reviewing learning progress.
Developing a learning culture:
Encouraging people to take responsibility for their own development.
Taking responsibility for your own development.
Introducing a variety of methods for helping people learn.
Encouraging team members to share their knowledge and expertise with others.
Delegating to others, agreeing objectives with direct reports.
Developing organisational capability:
Drawing on the knowledge and expertise of other departments.
Contributing your knowledge and expertise to other departments
HEALTH AND SAFETY
All roles within ClearView must adhere to all Health and Safety Requirements of the Company H&S policy and the H&S
at work Act.
SIGNATURE
Received by job holder
Date
