Job Specification – Service ManagerDepartment: OperationsReports To: Head of OperationsLocation: Ballymount, Dublin 24 (with occasional travel to customer sites)Role OverviewThe Service Manager is responsible for the installation and day-to-day management of the service and maintenance function across EAS, CCTV, Footfall Analytics, and Digital Signage systems. The role ensures that all service requests, planned maintenance, and reactive callouts are completed efficiently, safely, and to the highest quality standards.Working closely with the Head of Operations, the Service Manager supports a team of 8 Engineers and collaborates with the Operations Administrator to deliver excellent customer service, meet contractual SLAs, and maintain operational excellence.Key ResponsibilitiesTeam Leadership & ManagementOversee, support, and mentor a team of 8 field engineers delivering service and maintenance works.Manage daily scheduling, task allocation, and prioritisation of reactive and planned maintenance jobs.Conduct regular performance reviews, field audits, and coaching sessions to maintain technical and service standards.Lead daily/weekly operational check-ins with the engineering team.Service Delivery & Operational PerformanceEnsure all service requests, faults, and maintenance tasks are completed on time and in line with SLAs.Monitor and drive key metrics such as first-time fix rate, callout response times, job closure rates, and customer satisfaction.Manage job escalation processes and act as the first point of contact for complex or high-priority issues.Ensure accurate job notes, reporting, and system updates from the engineering team.Customer Relationship ManagementBuild and maintain strong working relationships with key retail and commercial clients.Handle service-related customer communications, including escalations, issue resolution, and feedback management.Communicate service performance updates and ensure a high-quality customer experience.Planning, Scheduling & AdministrationWork with the Operations Administrator to manage engineer schedules, PM plans, and job workflows.Ensure accurate allocation of labour, parts, and materials for service jobs.Review timesheets, job completion reports, and compliance documentation.Support planning and execution of large-scale maintenance programmes and upgrade works.Quality, Safety & ComplianceEnsure all works are carried out in compliance with industry standards, manufacturer guidelines, and company procedures.Champion a strong health and safety culture across the engineering team.Conduct quality audits and ensure technical standards are consistent and well-documented.Maintain and update service documentation, SOPs, and training materials.Continuous ImprovementIdentify recurring issues, inefficiencies, or training gaps and implement improvements.Provide insights to the Head of Operations on service trends, engineer performance, and resource requirements.Contribute to the development of new processes, tools, or service offerings.Required Skills & ExperienceEssentialExperience in a service management or senior engineering role within EAS, CCTV, security systems, digital signage, or related technical environments.Strong leadership skills with the ability to motivate and support field engineers.Excellent organisational and scheduling abilities in a fast-paced environment.Strong customer service and communication skills, including managing escalations.Solid understanding of SLAs, planned maintenance, and reactive service delivery.Proficiency with service management systems or job tracking tools.DesirableTechnical qualifications relating to security or digital technologies.Experience working with retail sector customers or multi-site operations.Knowledge of KPI reporting and service performance dashboards.Key KPIs for This RoleService SLA achievementFirst-time fix rateEngineer productivity/utilisationResponse and resolution timesCustomer satisfactionReduction of repeat faultsAccuracy and timeliness of job updates and reportingJob Types: Full-time, PermanentPay: €45,000.00-€65,000.00 per yearBenefits:Company pensionOn-site parkingWork Location: In person