SERVICE DELIVERY MANAGER – ACTIVE FIRE PROTECTION

• Location: London (SE)
• Permanent Position
• Competitive salary + Benefits
• Department: Service & Maintenance
• Reports to: MD
  Our Subsidiary, Firetecnics Systems is looking for an experienced Service Delivery Manager, to join them on a permanent basis.

KEY SKILLS & COMPETENCIES:

• Strong knowledge of active fire protection systems, including fire alarms, sprinklers, AOV, Dry Risers and related technologies.
• Proven leadership skills with the ability to manage a team effectively and foster a positive, productive work environment.
• Excellent communication and customer service skills to engage with clients and build long-term relationships.
• Strong organisational and problem-solving skills with a focus on service delivery and operational efficiency.
• Ability to read and interpret technical manuals, fire safety codes, and compliance standards.
• Ability to manage a service team and client requests simultaneously while maintaining quality and deadlines.

QUALIFICATIONS & EXPERIENCE:

• Experience:
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• Extensive experience in active fire protection service delivery or similar fire safety systems (e.g., fire alarms, sprinklers, AOV).

• Previous experience in a supervisory or management role is preferred.
• Strong understanding of fire safety regulations, industry standards (NFPA, BS 5306, BS 5839), and local codes.
• Certifications:
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• Relevant certifications in fire protection and safety (e.g., FIA, NICEIC, or similar certifications).

• Knowledge of fire safety codes and industry standards is essential.
• First Aid and Health & Safety certifications are a plus.
• Skills & Qualifications:
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• Valid driver’s license and ability to travel to client sites.

• Strong IT skills, including the ability to use service management software, Excel, and other reporting tools.

ROLE OVERVIEW:

The Service Delivery Manager for Active Fire Protection will be responsible for overseeing the delivery of services related to the maintenance, testing, repair, and installation of active fire protection systems, including fire alarms, suppression systems, sprinklers, and related fire safety technologies. This role will ensure services are delivered efficiently, in compliance with safety standards, and in line with customer expectations.

KEY RESPONSIBILITIES:

• Service Delivery Management:
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• Oversee the service and maintenance of active fire protection systems, ensuring compliance with fire safety regulations and industry standards (e.g., NFPA, BS 5306, BS 5839).

• Supervise and manage the service team, ensuring high standards of workmanship, safety, and customer satisfaction.
• Ensure prompt response times and high-quality service for both routine maintenance and emergency service requests related to fire alarm systems.
• Customer Relationship Management:
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• Act as the primary point of contact for clients regarding service issues, inquiries, and requests related to active fire protection systems.

• Build and maintain strong client relationships, ensuring satisfaction with service delivery.
• Advise clients on fire safety solutions, maintenance schedules, and regulatory compliance requirements.
• Project & Service Coordination:
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• Coordinate service schedules, including planned preventative maintenance, emergency repairs, and remedial/small works.

• Work closely with the operations team to allocate resources effectively and ensure on-time service delivery.
• Ensure that all service work is planned, executed, and documented in line with contractual requirements.
• Compliance & Documentation:
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• Ensure that all service work, testing, and inspections are fully documented and comply with local fire safety regulations.

• Maintain accurate records of inspections, repairs, maintenance schedules, and compliance certificates.
• Assist with audits and inspections as required by regulatory authorities.
• Team Leadership & Training:
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• Lead and motivate a team of technicians and service engineers, ensuring a high level of performance and professionalism.

• Provide training and development opportunities for staff to keep up with industry standards, safety protocols, and new technologies.
• Ensure that all team members follow health and safety procedures and company policies.
• Quality Assurance & Continuous Improvement:
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• Implement and monitor key performance indicators (KPIs) to assess service delivery and identify areas for improvement.

• Promote continuous improvement by suggesting new ways to enhance service delivery, increase efficiency, and reduce costs.
• Ensure that customer feedback is collected and used to improve services.
• Health & Safety Compliance:
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• Ensure all service activities are performed in accordance with health, safety, and environmental regulations.

• Promote a safety-first culture, ensuring the team adheres to all safety protocols and site-specific safety plans.