Service Manager in Headingley, City and Borough of Leeds

Service Manager – Engineering – Leeds, West Yorkshire – £50-55k + company car + bonus

Samuel Frank is recruiting for a Service Manager / Head of Service to lead the UK service operation for an established engineering business based in Leeds. The role combines hands-on engineering understanding with leadership, customer service and the opportunity to improve how a busy department operates.

The Service Manager role is approximately 70% operational and 30% commercial. It will suit an experienced engineering service leader who can organise engineers, manage constantly changing priorities and introduce systems and measurable KPIs to improve performance.

Customer production schedules drive service planning, meaning priorities can change at short notice. The successful Service Manager must thrive in a fast-paced environment, make sound decisions under pressure and take ownership of delivering for customers.

Service Manager key responsibilities;

• Lead and develop the UK service team, including field engineers and subcontractors
• As Service Manager, plan and reschedule service work around customer production demands, breakdowns and changing priorities
• Manage engineer workloads, resources and competing service projects while maintaining customer communication
• Introduce and improve service processes, planning systems and working practices to increase efficiency
• Establish, monitor and report meaningful team KPIs, including service delivery, productivity and performance
• Oversee installation, upgrades, rebuilds, refurbishment and commissioning work from planning to completion
• Support engineers on customer sites when required, including practical hands-on assistance in exceptional circumstances
• Scope work, prepare quotations and monitor labour, materials, project costs and service profitability
• Oversee RAMS, site risk assessments, engineer reports, timesheets and service documentation
• Identify opportunities for service contracts, upgrades and additional customer support

What we are looking for; 

• The Service Manager will have experience managing a field service team or engineering service operation, with the confidence to lead through demanding workloads
• Strong engineering understanding of industrial machinery, particularly hydraulics; knowledge of controls or PLC systems is a significant advantage
• Evidence of improving service scheduling, implementing systems or introducing better ways of working
• Ability to define and track team KPIs and use the results to improve service performance
• Commercial awareness, a strong work ethic and the ability to balance customer needs with departmental profitability
• A practical, adaptable approach to urgent customer requirements, with willingness to travel across the UK and occasionally stay overnight
• Confidence dealing directly with customers, managing expectations and resolving difficult situations
• Full UK driving licence

Additional experience that would be useful

• HNC, HND or Degree in an engineering discipline
• IOSH Managing Safely, NEBOSH or similar qualification
• Experience with ERP, CRM, CMMS or service management systems
• Experience developing service contracts, aftermarket revenue or customer relationships

Working arrangements and package

• Salary £50-55k depending on experience and qualifications
• Company car for business and personal use, plus fuel card covering business and personal mileage
• Bonus linked to agreed KPIs
• The Service Manager works a 37-hour week, with flexibility needed for occasional urgent customer or engineer support outside normal hours
• Flexibility works both ways: the business offers flexibility in return for a customer-first approach
• Leeds base with UK-wide customer travel and occasional overnight stays
• Opportunity to develop the department, improve its systems and take on greater commercial responsibility as it grows

This is an opportunity for a Service Manager who enjoys leading people, bringing order to a busy service function and making a measurable difference to both customers and the engineering team.