Service Performance Manager
Kemp Recruitment Ltd
Salary: £50,000 - £55,000 DOE + Phone and Laptop
Location: London
Shift: 40 hours per week
Are you an experienced Service Performance Manager? My client, one of the UK's leading entrance automation specialists is expanding and looking to add a Service Performance Manager to the team. The requirement of this role is to manage the Planning and Helpdesk Teams, ensuring that all Field Technicians and Sub-Contractors deliver reactive, quoted, and planned works for both internal and external customers across the UK and Ireland. The role will ensure all works are delivered in accordance with agreed job priorities to meet company and group objectives and reports on a regular basis in line with agreed KPIs and Targets
As a Service Performance Manager you will:
Lead and develop two operational teams: Planning & Scheduling (4 Regional Planners and 1 Team Leader) and the Service Helpdesk (3 Operators).
Oversee the scheduling of reactive and planned maintenance works, ensuring engineer resources are fully optimised and customer SLAs are consistently achieved.
Work closely with Field Operations Managers to identify engineer coverage gaps, resolve resource challenges, and support operational performance.
Collaborate with the Customer Service Manager to deliver an exceptional customer experience and continuously improve service delivery.
Manage a nationwide engineering operation, with each planner supporting approximately 12 engineers and a collective annual workload of around 55,000 service jobs.
Ensure reactive works are prioritised effectively, maintaining response times of up to 4 hours and typically achieving attendance within 24 hours.
Recruit, develop, and retain high-performing team members, providing clear leadership and direction.
Monitor and analyse performance data, producing reports and implementing improvements to enhance efficiency and service levels.
Build and maintain strong relationships with customers and key stakeholders.
Act as an escalation point for service-related issues, ensuring effective resolution and continuous improvement initiatives.
Prepare and present operational performance reports to the leadership team.
The successful Service Performance Manager will have the following experience:
Previous management experience within a service-led or operational environment.
Excellent communication skills, with the ability to engage effectively with customers, colleagues, and stakeholders at all levels.
Strong organisational skills with the ability to manage multiple priorities and meet tight deadlines.
A proactive, self-motivated approach with excellent attention to detail.
A practical problem solver who thrives in a fast-paced environment.
Strong leadership, coaching, and team development skills.
Customer-focused with a commitment to delivering high service standards.
IT literate, with good working knowledge of Microsoft Office, including Excel, Word, and Outlook.
Strong planning and prioritisation skills, with the ability to balance day-to-day demands while maintaining a strategic overview.
Confident building relationships and influencing both internal and external stakeholders.
Commercially aware, with an understanding of how operational performance impacts profitability, customer satisfaction, and business growth.
Results-driven, with a focus on achieving service and financial targets.
The Service Performance Manager will receive an excellent remuneration package which includes:
Competitive salary depending on experience
25 days holiday + Bank holidays
Pension - 4% employer + chosen% employee
Sick pay, dental, optical, physio and chiro benefits with 24/7 Dr support
4x life insurance
If you don’t meet every requirement but have relevant skills, we’d still love to hear from you. There may be other opportunities that suit your experience.
Apply today or give Anja at Kemp Recruitment a call on (phone number removed) for a friendly, confidential chat about roles in your area.
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