National Service Manager

Reports to: Operations Director / National Operations Manager

Direct Reports: Service Department Managers (across all depots)

Key Responsibilities

Service Department Leadership

• Lead, support and develop Service Department Managers across the business.

• Provide clear direction, coaching and performance management.

• Ensure consistent leadership, behaviours and standards across all service departments.

• Promote a culture of accountability, engagement, productivity and continuous improvement.

Operational Performance

• Drive improvements in equipment availability, workshop productivity and service delivery.

• Drive Quality improvements to ensure Right First Time deliver.

• Monitor service department KPIs and performance metrics across all depots.

• Review weekly and monthly operational reports to identify trends, issues and improvement opportunities.

• Implement national service strategies that support business growth and operational efficiency.

Process & Standardisation

• Develop, implement and maintain standardised service department processes across all depots.

• Ensure all Service Managers operate in line with company procedures, systems and best practice.

• Identify opportunities to improve workflows, repair turnaround times and equipment readiness.

• Lead initiatives that deliver operational efficiencies and “Right First Time” service outcomes.

Equipment & Asset Management

• Oversee major and minor repair processes across the business to maximise equipment availability.

• Ensure robust equipment inspection processes, including hire equipment checks.

• Monitor asset condition and service planning to reduce downtime and improve utilisation.

• Support depot teams in managing high value repairs and complex service issues.

Cost Management

• Monitor workshop spend and purchase order reports across depots.

• Identify cost-efficiency opportunities and highlight overspending.

• Work with depot managers to improve cost control and workshop efficiency.

• Support monthly P&L reviews by analysing service department performance.

Health, Safety & Compliance

• Ensure all workshops operate to the highest standards of health and safety.

• Maintain compliance with statutory training requirements for workshop staff.

• Support audits, inspections and spot checks across depots.

• Promote a strong safety culture and ensure adherence to company policies.

People & Workforce Development

• Support the recruitment, onboarding and development of workshop staff and fitters.

• Ensure consistent training, development and competency standards nationally.

• Promote employee wellbeing, engagement and retention within service teams.

• Facilitate regular communication, performance feedback and team engagement initiatives.

Strategic Improvement

• Contribute to the development and implementation of the company’s national service strategy.

• Identify opportunities to improve workshop productivity, efficiency and cost management.

• Work closely with the Senior Leadership Team to address operational challenges and implement solutions.

• Support the successful opening and setup of new depots, ensuring workshop standards are met.