National Service Manager

National Service Manager

Due to continued growth, Marlowe Kitchen Fire Suppression is seeking an experienced and driven National Service Manager to lead the delivery and performance of our Service and Remedial operations nationwide.

This is a senior operational role responsible for managing engineering performance, service delivery, scheduling efficiency, client relationships, compliance, and team development across the business. The successful candidate will play a key role in ensuring the highest standards of customer service, engineer utilisation, and operational performance are consistently achieved.

The role would suit a strong people manager with experience within the fire protection, fire suppression, or wider fire & security industry, who thrives in a fast-paced service environment and has a proactive and commercially minded approach.

Key Responsibilities

Operational Management

Day-to-day management of the Service and Remedial teams nationwide.

Support the ARC with call-outs and provide out-of-hours engineer support when required.

Manage scheduling queries and work closely with scheduling teams to maximise efficiency and engineer utilisation.

Respond professionally and effectively to client concerns, complaints, and service issues.

Ensure appropriate engineering capacity is maintained across all service operations.

Team Leadership & Performance

Conduct regular review meetings with schedulers and Team Leaders.

Monitor engineer performance, productivity, utilisation, and welfare.

Review and authorise engineer expenses and monthly wage submissions.

Support trainee development, technical progression, and ongoing staff training.

Manage employee performance and disciplinary matters where required.

Oversee the training and auditing programmes for Senior Engineers.

Client & Service Delivery Management

Manage key national client relationships and provide regular operational updates.

Oversee service delivery performance across major accounts including hospitality and national retail clients.

Monitor servicing and remedial lead times, ensuring contractual service levels are achieved.

Drive improvements in customer satisfaction and service standards.

Ensure remedial works, defect rectification, and outstanding PPMs are effectively managed.

Reporting & Compliance

Produce and maintain monthly operational dashboards and management reports.

Monitor engineer utilisation, postcode coverage, and operational capacity planning.

Ensure engineer certifications, compliance training, and competency records remain up to date.

Drive compliance across fleet management, audits, SHEQ requirements, and operational procedures.

Produce and distribute technical bulletins and operational communications.

Financial & Commercial Oversight

Monitor and drive reductions in subcontractor costs.

Review commission breakdown reports and distribute to engineering teams.

Notify management of any bonus or additional payments due to staff.

Support operational efficiency and profitability through effective resource planning and performance management.

Reporting Responsibilities

The successful candidate will be responsible for the preparation and submission of operational reports including:

30+ Day Outstanding Reports

Engineer Performance Reports (PPM & Remedials)

Aborted Visit Reporting

NCR Monthly Reporting

Capacity & Utilisation Reports

Client Performance Reporting

Requirements

Proven experience within the fire suppression, fire protection, or fire & security industry.

Previous experience managing service delivery and engineering teams at a national or regional level.

Strong organisational and leadership skills with the ability to manage multiple priorities.

Experience working within a fast-paced operational environment.

Excellent communication and client management skills.

Commercial awareness with the ability to drive operational performance and efficiency.

Good understanding of compliance, auditing, and engineering standards.

Proficient in reporting, scheduling, and performance management processes