Service Manager

We are seeking a dynamic and experienced Maintenance Service Manager to lead our Maintenance Planning team and ensure the delivery of exceptional service to our customers.

The Service Manager will oversee the delivery of high volume workstreams of High Voltage Substation and Asset Inspections & Maintenance nationally. Responsibilities include managing a Planning team and working with the Operations team, ensuring customer satisfaction, developing and improving high service standards, monitoring service metrics, resolving customer complaints, and collaborating with other departments to improve service delivery. Responsibility for resource allocation, timely issue of client maintenance & inspection reports, monitoring and control of Work in Progress costs, and implementing strategies to enhance efficiency and effectiveness. Additionally, driving continuous improvement initiatives, and playing a key role in implementing new services or improving existing ones to meet changing customer needs and market demands

About You

Lead, mentor, and motivate a team of Planners/Schedules to deliver outstanding customer service.
Develop and implement service standards, policies, and procedures to ensure consistent service delivery.
Monitor and develop service metrics, including response times, resolution rates, and customer satisfaction scores, and take appropriate actions to address any performance issues.
Ensure timely submission of inspection & maintenance reports, meeting and exceeding Ipsum and client KPI's/SLA's.
Handle escalated customer complaints and issues, ensuring prompt resolution and customer satisfaction.
Collaborate with other departments, such as sales, marketing, and product development, to align service strategies with business objectives.
Monitor and control service costs and efficiencies, and optimizing resource allocation.
Identify opportunities for process improvements and implement initiatives to enhance efficiency and effectiveness in service delivery.
Stay informed about industry trends, customer preferences, and competitive landscape to identify opportunities for service innovation and differentiation.
Identify width of wallet opportunities to increase revenue.
Lead the implementation of new service offerings or enhancements, working closely with cross-functional teams to ensure successful launch and adoption.
Work with the Operations team to ensure we have sufficient maintenance resources at all times, and ensuring we cover our 24/7 call out function.
Proficiency in asset management principles and practices.

Strong knowledge of electrical systems, substation equipment, and relevant industry standards.
Experience in preparing asset investment plans
Experience with condition monitoring tools and technologies.
Project management experience is a plus., Higher Engineering Qualification, preferably degree level (Electrical Engineering)

The UK's utility sector is ever evolving and expanding to meet increasing customer requirements. At Ipsum, our vision is to be the leading customer service-focused provider of specialist utility and infrastructure solutions, operating on both public and private networks. We are looking for someone passionate about the industry and supporting our teams in delivering essential services 24/7/365, making a real difference to local people and communities.

At Ipsum, we are committed to supporting and developing our people to achieve their full potential. As a fast-growing and ambitious business, we offer opportunities to acquire a wide range of skills and gain broad and varied experience to help you progress in your career. Our investment in our people enhances our expertise and flexibility, enabling us to deliver the highest standard of service to our customers.

Our Benefits

We value our people and offer a comprehensive range of employee benefits, including:

Career Development: Professional qualifications and accreditation
Health & Wellbeing Benefits:
Employee Assistance Programme with mental health support and access to counselling
Access to 24/7 virtual GP
Occupational Health support
Cycle to Work
Employee Discount Scheme: Discounts on hundreds of retailers, including supermarkets, mobile phone/broadband providers, gym memberships, and more
Social Committees: Established local social committees with a calendar of regular social events
Life Assurance Cover
Flexible Working
Long Service Awards
Volunteer Opportunities: Opportunities to volunteer and make a difference through local community projects and initiatives