Hours: Full-time, 40 hours per week (flexibility required)
Driving License: Full Clean UK Driving License, Willingness to Travel
Are you an experienced operational leader ready to take the next step in your career? BugBusters UK Limited is seeking a Senior Service Manager to lead a dynamic portfolio of client contracts, drive operational excellence, and inspire a high-performing management team. This pivotal role offers the opportunity to shape service delivery strategy, enhance client relationships, and contribute to the growth and success of our business.
Role Overview
You are accountable for delivery across your sites. This includes people, quality, health and safety, and client performance.
You will also step into problem sites, service risks, and mobilisations where needed.
Structure and Span of Control
Direct management of a group of Service Managers and Junior Managers
Indirect responsibility for all operatives across your sites
Portfolio capped at 10 to 15 sites to maintain control
Clear ownership. Smaller portfolios. Faster decisions.
Operational ownership
Full responsibility for service delivery across your sites
Ensure all sites meet scope, standards, and KPIs
Maintain strong on-site presence through regular visits
Resolve issues quickly, including absence, quality gaps, and complaints
Reallocate resource across sites where required
Management and team leadership
Manage and develop Service Managers and Junior Managers
Set clear expectations on standards, reporting, and behaviour
Run regular one-to-ones and performance reviews
Support hiring, onboarding, and succession planning
Address underperformance quickly with HR where needed
Quality and standards
Own quality outcomes across all sites
Ensure audits are completed and actions closed through SafetyCulture
Drive consistent standards across your portfolio
Identify trends and implement fixes across multiple sites
Health and safety
Ensure compliance with RAMS, COSHH, and safe systems of work
Carry out spot checks and enforce standards on-site
Investigate incidents and follow through on corrective action
Ensure all staff are inducted and compliant
Client ownership
Act as the main operational contact for your clients
Build strong working relationships through regular contact
Handle escalations and resolve issues quickly
Lead client reviews where required
Identify risks early and protect retention
Financial and resource control
Manage timesheets and payroll accuracy through Connecteam
Control labour allocation across your sites
Keep sites within budgeted hours
Manage consumables and equipment
Balance cost control with service quality
Administrative and reporting
Manage day-to-day operational admin across:
Connecteam for timesheets, shifts, and updates
SafetyCulture for actions and audits
Excel for tracking and reporting
HR case management including welfare, performance, and disciplinaries
Produce clear written updates for clients and internal teams
Maintain accuracy across compliance, audits, and trackers
Improve admin processes to reduce manager workload
Rapid response and business support
Step into service failures, staffing issues, and high-risk sites
Support new site mobilisations when required
Stabilise underperforming sites quickly
Support audits and improvement work outside your portfolio
Requirements
Strong experience in operations or contract management
Experience managing managers, not just operatives
Track record running multiple sites with full accountability
Good understanding of health and safety requirements
Comfortable in a fast-paced and reactive environment
Strong organisation and communication skills
Full UK driving licence
Why join BugBusters
Clear ownership of a defined group of sites
Direct impact on service quality and client retention
Exposure to complex operational environments
Autonomy with accountability
Clear path into more senior roles
Salary description
£37500.00 - £40000.00 per year