Service Manager

About the Role: The DPS Service Manager role is a senior position within the company, responsible for department growth and managing the day-to-day activities of the Service Division, ensuring customer focused efficient and effective service delivery. Key Responsibilities:Oversee Daily Operations: Manage the day-to-day activities of the service department to ensure efficient and effective service delivery, including 24/7 out of hours service facility and being the first point of contact and control for emergency call outsCustomer Satisfaction: Ensure high levels of customer satisfaction by building one-to-one customer relations, achieving delivery KPI’s and by addressing complaints and resolving issues promptlyTeam Management: Manage a team of service staff consisting of service engineers, workshop engineers, service coordinators and engineering apprentices. Providing guidance and support to improve operational and individual performancePolicy Implementation: Provide further development and implementation of administration policies and procedures to enhance the customer service experience, improve job management efficiencies and compliance with accounting and credit control practicesPerformance Monitoring: Monitor team performance, service delivery KPI’s, inventory management and performance of all suppliers and delivery partners, providing feedback and developing improvement plansStrategic Planning: Develop and implement strategic plans to improve service efficiency and productivity. Analyse market trends, competitor activities, and customer needs to identify growth opportunities and develop new business opportunities and areas for growthBudget Management: Establish and monitor departmental budgets to ensure financial targets and objectives are metContract Tendering: Responsible for pricing all works ensuring margin targets and customer value is achieved. Tendering for Framework and PPM opportunities ensuring full compliance, identification of risk, quality and HSQE requirementsCompliance: Ensure compliance with all relevant statutory health, safety and welfare regulations and industry technical best practice standardsBusiness support: Provide support to the Contracts and Sales divisions through collaborative working, sharing of resources, warranty inspections and developing growth opportunities Key Competencies and Skills: 5-10 years proven experience in Service Management, with a strong understanding of service delivery processes and customer interactions, preferably within the municipal, industrial or facilities maintenance sectorsAbility to prioritise a varied workload and demonstrate efficient work task resource coordinationProactive approach to resolving technical, commercial, resource and other daily issues that arise during the coordination and management of Service deliveryComfortable being responsible and making required decisions for successful and safe job completion to customer expectationsBroad technical understanding relevant to the service industry – particularly in water, wastewater and pumping applicationsExcellent inter-personal skills and communication skillsStrong collaborative skills with an ability to work effectively in a team environmentAbility to empower the service team through training, to improve their skills and knowledge, and providing them the autonomy to make decisions that can resolve customer issues quickly and efficientlyProficient in all Microsoft applications and use of CRM and FSM software and experience working with an ERP systemQualifications:Third level Mechanical, Electrical or Business Administration degree/diploma or relevant experience in a similar field consideredFull clean driving licenceCompensation Package:Competitive salary and benefits packageOpportunities for professional development and career growthCPD accredited employerA collaborative and supportive work environmentLaptop or desktop and work mobile phone providedFlexible working options, dependent on location and role requirementsSee company website for more information on the benefits of working in EPS Group We welcome speculative applications from individuals of all levels.If you are interested in working with us but are not sure if the role above is for you, please feel free to get in touch for an informal discussion about what we do and what you could bring to the team. If you need any reasonable adjustments or have an accessibility request during your recruitment journey, please let our recruiting team know.Equal Opportunity Statement - DPS is an equal opportunities employer.Company Profile: Since 1984, we have evolved from a specialist solutions provider into a trusted partner for the design, construction, and maintenance of water and wastewater infrastructure. Operating across municipal, industrial, food and beverage, dairy and pharmaceutical sectors, we deliver tailored solutions that drive efficiency and sustainability. As the exclusive distributor for globally recognised brands, our extensive product portfolio enables us to support every market need—ranging from direct product supply to full turnkey project delivery. Our dedicated aftersales and service teams ensure long-term reliability and performance, offering full lifecycle support.Our mission is to set the standard for excellence, providing best-in-class service in customer support, technical expertise, project execution, and health and safety.