National Installations & Scheduling Service Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead, mentor, and enhance the skills of field engineers and scheduling coordinators to form a cohesive, high-performing national team.

• Set clear objectives, establish accountability, and ensure compliance with safety, service, productivity, and customer standards.

• Take ownership of national scheduling performance by balancing demand, capacity, engineer skills, geographical considerations, customer commitments, and commercial priorities.

• Manage workload backlogs, cancellations, unallocated tasks, and potential capacity risks.

• Uphold safety leadership and ensure adherence to HSE regulations, risk assessments, method statements, competency standards, incident reporting, and corrective actions.

• Lead investigations and implement lessons learned across the national team.

• Oversee installation quality and ensure right-first-time performance; address service failures, repeat visits, and escalations.

• Establish daily and weekly performance routines, monitor KPIs, analyze trends, conduct root-cause analysis, and implement corrective actions.

• Identify inefficiencies, standardize processes, and advocate for digital tools, automation, and data-driven decision-making.

• Collaborate closely with Sales, Customer Experience, Operations, and senior leadership.

• Manage the installation operational budget and oversee productivity, overtime, travel, subcontractor costs, and cost-per-job targets.

• Identify revenue and margin opportunities through customer engagement, reduced installation failures, enhanced capacity utilization, and partnerships with Sales and Customer Experience.

• Enhance team capabilities through workforce planning, recruitment, onboarding, coaching, performance management, succession planning, skills development, and managing conduct, attendance, and underperformance.

⛳️ Requirements

• Proven leadership experience in managing a large, geographically dispersed field workforce alongside office-based scheduling or coordination teams.

• Demonstrable success in enhancing productivity, service levels, installation quality, and customer outcomes within a field service or installation context.

• Strong capabilities in scheduling and workforce management, including proficiency with digital scheduling tools, capacity planning, route optimization, and backlog management.

• High level of data literacy, including understanding operational KPIs, conducting root-cause analysis, and implementing performance routines to drive decision-making and sustained improvement.

• Experience in managing budgets, overtime, contractors, operational expenditures, and cost-per-job performance.

• Confidence in managing performance, organizational change, service recovery, and complex customer or operational escalations.

• Outstanding communication, stakeholder management, coaching, and problem-solving abilities.

• Valid UK driving license.

• Desirable: experience in managing compliance, audits, incident investigations, and corrective-action programs.

• Desirable: experience in leading process digitization, automation, or service transformation initiatives.

• Desirable: strong understanding of HSE regulations, risk assessments, method statements, and incident reporting.

🏝️ Benefits

• 25 days of annual leave plus bank holidays.

• Company Sick Pay (after qualifying period).

• Holiday purchase scheme.

• Comprehensive training and ongoing support from your team.

• A market-leading company pension.

• Life insurance.

• Employee rewards and discounts through Perks at Work.

• Option to join a Health Care Cash Plan.

• 24/7, 365-day access to the Employee Assistance Programme.

• Well-being programs – your well-being is a priority for us.

• Access to continuous learning and development through our online learning platform.

• Discretionary bonus scheme.

• Company car.