Serve as a primary contact to meet our customer needs, to manage overall Operations and responsible for the effective and successful management of labour, productivity and improve our customer experience.


Responsible to:                               

UK Service Manager


Direct Reports:            

Field Support Engineers

Field Technical Team

Other Key Relationships:                

Head of Sales & Head of National Accounts

UK Service Delivery Manager (NSB)

UK Training Manager (NTDC)

Distribution and Central stores

Aeromark Support Centre (ASC)

BAFE Compliance Team (Fire)

Managing Director and Board Directors


Key Result Areas:

  • Employee performance and corrective action plans
  • Utilise Secom’s operating platform to drive performance and improve productivity  (Performance Management)
  • Communicate with all relevant employees to ensure delivery times are met
  • Commercial awareness
  • Set individual targets to meet customers SLA’s, KPI, (performance management)
  • Manage and improve System Usage across engineering platforms/Portals
  • Delivering first class customer service to improve retention and growth of key accounts and Fire within the region
  • Improving productivity and delivering margin improvement throughout the business in conjunction with key relationship departments
  • Implementing Change Management
  • Providing strong, high-profile leadership and driving change in terms of structure, culture and processes
  • Manage client SLA/KPI via client portals


Key Tasks & Responsibilities

  • Co-ordinate activities that affect the operational decisions and business requirements
  • Commercial: To ensure margins and profitability are achieved across areas of responsibility
  • To deliver improvements in the productivity and performance of the engineering function, forecasting and reporting performance against appropriate targets
  • To implement and embed best practices by fully utilising Secom’s operating platform, Implement, adopt new processes and embed changes as necessary
  • Resource Management to ensure headcount is relocated and maximised to meet client’s demands
  • Resource Management to ensure each employee is registered across all Secom platforms, HR, Payroll, ASC, mobile and Fleet
  • To support the sales process in securing new business, working in collaboration with the Head of sales/director in designing service propositions and delivering them to clients
  • Planning of diary with NSB to meet companies and client’s expectations
  • To maintain inventory stock control of field engineers and record monthly for financial auditing purposes. Submission of inventory stock monthly into Central Stores to demonstrate financial control of stock
  • To improve the quality of service delivery to Secom customers, ensuring first time fix rates are improved and ensuring PPMs and critical works are carried out within the required timescales (Performance management)
  • To successfully mobilise new contacts into the business, managing transition phases from existing suppliers
  • To ensure the Regional organisation has the management capability to support the culture and process changes required
  • To ensure all staff within the Service function have role guides and clear objectives against which they are regularly appraised and that minimum expectations of the role of Manager to Engineer are set in terms of key metrics such as jobs per day etc. (Performance management)
  • To deliver the necessary changes to processes, systems and management in order to ensure engineers are scheduled effectively and in a way that minimises the cost to the organisation
  • To ensure that the service organisation has an effective and efficient process for ordering parts and delivering them to site as required, in conjunction with Central Stores and Distribution.
  • Health and Safety, enforcing standards


The Person

The Engineering Area Manager will have a proven track record of success in a Fire & Security Customer delivery role, including leadership of a large field team. He or she will be highly numerate, and have a driven, can do approach. Experience of the Fire and Security Industry is preferred along with commercial/financial acumen. To be able to demonstrate experience of Managing a large Service environment with similar characteristics to Secom (large field force, impact of service quality, compliance etc.) would be a distinct advantage. The competency profile for this role is summarised as follows.


Setting Business Direction:

  • Conceptual – understand the wider picture
  • Strategic – determines and understands
  • Customer awareness- who is the customer (internal or external), what are their needs, how are they best met
  • Analytical – breaks down problems/ challenges into their essential parts
  • Commercial – impact of P/L and Trading to the UK Operation


Achieving Business Performance:

  • Concern for excellence- focus on high quality outcomes for all – externally and internally
  • Initiative – actively seeks opportunities and resolution to problems without direction from others.
  • Critical information seeking – actively seeks key information for decision making
  • Result focus – sets targets and expectations for self and others



  • Goals – set clear goals and develops strategies to achieve these efficiently and effectively
  • Flexibility and Adaptability- works effectively in a variety of situations, appreciates different perspectives
  • Assertiveness – strongly pushes forward and overcomes obstacles where necessary
  • Self Confidence – belief in one’s own ability to achieve a successful outcome


Top Skills and Proficiencies:

  • Leadership
  • Ownership & Accountability
  • Conflict Management
  • Performance Management
  • Decision making
  • Deadline orientated
  • Planning and organising
  • Communication Skills
  • Influencing and Leading
  • Team work
  • Adaptability

How to apply

If you feel you have the enthusiasm for this challenging position, then please send your applications to


SECOM Plc is an equal opportunity employer.