Lift Service Operations Manager

The Service Operations Manager is responsible for overseeing the \- operational performance of the Lift service department, working closely with the Lift Service Desk manager and Technical Management Team manager to ensure that Lift servicing, Lifts Off, repair works, quotations, engineer planning, and subcontractor activities are managed effectively and efficiently. The role plays a key part in maintaining high levels of customer service, operational performance, and engineer productivity while supporting continuous improvement across the department.

Key Responsibilities

• Oversight of all Lift service department activities.


• Working with the Lift Service Desk Manager to put in place systems to ensure that repair works and quotations, \- are accurate, commercially appropriate, and works are completed within agreed timescales.


• Produce and present monthly operational reports to Directors on \-services completed and outstanding, repairs completed and outstanding as well as all operational difficulties or successes. This is just a small sample of the reports required.


• Monitor engineer resource, capacity, and geographical coverage to ensure operational demands and contractual requirements are met effectively.


• Work closely with the Service Desk Manager to maintain oversight of annual leave planning and engineer availability to minimise operational disruption.


• Proactively identify upcoming service challenges, resource gaps, and operational risks, implementing solutions where required.


• Provide technical guidance and operational support relating to lift offs, repeat breakdowns, obsolete parts, quotation queries, and customer disputes.


• Work closely with the Technical Management Team and \-Breakdown Reduction Team to support efficient resolution of technical and operational matters.


• Work with the Lift Service Desk Manager to oversee engineer productivity and diary efficiency, ensuring engineers are utilised effectively and workloads are appropriately planned.


• Support the Field Service Manager in addressing engineer performance concerns and driving operational standards, safety and accountability.


• Manage subcontractor performance and coordination in collaboration with the Service Desk Manager and Field Service Manager.


• Develop and maintain strong supplier and manufacturer relationships to ensure best value, service quality, and operational support for the business.


• Support and promote continuous improvement initiatives across service operations, systems, and processes.


• Support and promote compliance with company Health \& Safety procedures and industry best practice.

• Reporting directly to the Managing Director.


• Working closely with the Field Service Manager, Service Desk Manager, TMT, engineering teams, purchasing department, and senior management.


• Have significant and overall responsibility for the operational performance and efficiency of the Lift service department.


• Influence engineer productivity, customer satisfaction, service delivery standards, and operational planning.


• Regularly liaise\- with suppliers, manufacturers, subcontractors, and customers.


• Supporting operational decision\-making relating to resource planning, service delivery, and departmental performance.


• Responsible for the Health \& Safety management of our Field Service and Repair teams

• Previous experience within a service operations, engineering operations, or lift industry management role.


• Strong understanding of lift servicing, repairs, and engineering operations.


• Experience managing operational workflows, engineer planning, and service delivery performance.


• Experience working with suppliers, subcontractors, and customers in a fast\-paced operational environment.


• Ability to interpret operational and commercial information to support decision\-making.


• Previous experience managing or supporting engineering teams is \-essential.


• Good working knowledge of Microsoft Office applications.


• A full UK driving licence \-is essential


• Strong operational management and organisational skills.


• Ability to analyse operational performance and identify improvement opportunities.


• A good working knowledge of relevant British Standards, Safed Guidelines and Health and Safety Standards is highly desirable


• Excellent communication and coordination abilities.


• Strong technical and problem\-solving capability.


• Ability to manage multiple priorities and respond effectively under pressure.


• Commercial awareness and focus on operational efficiency.


• Strong leadership and people management skills.


• Ability to build positive working relationships across departments.


• High attention to detail and strong decision\-making ability.


• Proactive and solutions\-focused mindset.

Benefits:

• Company car


• Company pension


• Free parking


• On\-site parking

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