Service Centre Manager

An exciting opportunity has arisen for a Service Centre Manager to join the KBS Maritime Service Delivery Team, leading the day-to-day operation and ongoing transformation of the Service Centre at HM Naval Base, Portsmouth.

Reporting to the Service Delivery Director, you will be responsible for the management and performance of the Service Centre, overseeing the Helpdesk, triage, planning, scheduling and capability management functions that support the delivery of Hard FM and Alongside Services across the Naval Base.

As the central point of coordination for service delivery, you will ensure customer requests are effectively managed, prioritised and progressed in line with contractual, operational and safety requirements.

In addition to operational leadership, you will lead and drive continuous improvement across the Service Centre, enhancing processes, strengthening data quality, customer communication and team capability to create a more proactive, performance-focused service model.

This is a key leadership role within Service Delivery, helping to improve the coordination, prioritisation and delivery of services within one of the UK’s most unique defence environments.

What you will be doing:

As the Service Centre Manager, you will lead the operational management and improvement of the Service Centre, ensuring it operates as a professional, responsive and effective command and coordination function for Service Delivery. Key responsibilities will include:

• Leading, managing and developing the Service Centre team, including Helpdesk, triage, planning, scheduling and coordination activities.
• Ensuring customer requests are accurately captured, categorised, triaged, prioritised and progressed through the appropriate workflows.
• Providing operational oversight of Service Centre activity supporting Hard FM and Alongside Services delivery.
• Managing the planning and scheduling function to support efficient work allocation, task readiness, access coordination and resource utilisation.
• Acting as the escalation point for complex service issues, operational risks, customer concerns and performance challenges.
• Ensuring service requests and work orders are managed in accordance with contractual requirements, service definitions, KPIs, SLAs and agreed governance.
• Improving coordination between reactive maintenance, planned preventative maintenance, emergent works, projects activity and Alongside Services requirements.
• Working closely with operational managers, supervisors and team leaders to improve workflow visibility, delivery performance and customer outcomes.
• Supporting effective demand and capacity management across Service Delivery workstreams.
• Providing oversight of CAFM usage, ensuring data is accurate, timely and supports reliable reporting and operational decision-making.
• Driving improvements in task data quality, log notes, asset links, work categorisation, progress updates and completion information.
• Producing, reviewing and presenting performance information, trends, risks and improvement actions to the Service Delivery Director and wider stakeholders.
• Leading Service Centre transformation and continuous improvement activity across people, process, systems, governance, reporting and customer experience.
• Developing standard operating procedures, knowledge management, scripts, escalation routes and consistent service standards.
• Building strong working relationships with Hard FM, Alongside Services, Technical Services, Asset Insights, Projects, Supply Chain, Soft FM providers and customer representatives.
• Embedding a culture of ownership, accountability, professionalism, customer focus and continuous improvement within the Service Centre.

We are looking for an experienced operational leader with a strong background in service centre, helpdesk, planning, scheduling, facilities management, engineering support, operational coordination or similar service delivery environments., * Proven experience managing a service centre, helpdesk, planning, scheduling, control room or operational coordination function within a fast paced customer facing delivery environment.

• Experience leading and developing teams, managing service requests, triage, prioritisation, workload allocation and operational escalations
• Strong understanding of operational service delivery, KPI’s, SLA’s, governance, contractual requirements and performance reporting preferably within facilities management, infrastructure maintenance, engineering, asset management or defence environments.
• Experience using CAFM, workflow management, helpdesk or service management systems with proficiency in Microsoft Office and ideally Power BI or dashboard tools.
• Experience improving service processes, customer communication, operational controls and team capability.
• Demonstrated ability to use data and performance information to identify trends, risks, root causes, drive continuous improvement and support change and transformation initiatives.
• Strong stakeholder management, communication, planning and problem-solving skills,
• Knowledge of Hard FM, Alongside Services, PPM, reactive maintenance, statutory compliance or planned work coordination would be advantageous.
• Experience in a regulated, safety-critical, defence, maritime or infrastructure environment would be beneficial.

About you:

You will be a confident and credible leader who can balance immediate operational demands with longer-term service improvement.

You will be;

• Strong and adaptable leader, capable of motivating and developing a multi-functional team while balancing operational demands with service improvement.
• Customer-focused and highly organised, with the ability to manage competing priorities, changing workloads and operational pressures effectively.
• Data-driven and accountable, using performance insights, reporting and evidence-based decision-making to deliver positive outcomes and practical solutions.
• Proactive and improvement-focused, confident identifying issues, challenging ineffective processes and legacy ways of working, and implementing practical solutions.
• Collaborative and resilient, able to build strong stakeholder relationships across the business, customers and supply chain partners. Managing escalations professionally, maintaining a commitment to safety, compliance, continuous improvement and excellent customer service.

Pulled from the full job description

• Employee discount
• Free parking
• Company pension
• Cycle to work scheme
• On-site parking, * Early finish on a Friday
• Discretionary company bonus scheme
• Enhanced pension scheme - employee contribution 4% and company contribution 6%, or you can increase your contribution to 6% and company contribution will increase to 10%
• Life assurance x 4 (subject to scheme T&C’s)
• Access to our internal benefits and discounts programme for all colleagues
• Cycle to work scheme
• Group income protection
• Flexible parental benefits (if applicable)
• Free parking onsite
• Access to our Internal employee assistance network, giving you the opportunity to reach the heights of success within your new position.
• Continued professional career development
• Kudos reward opportunities (internal achievements scheme)
• Occupational Health & Wellbeing Services
• Discount off entry into the Historic Dockyard

At KBS Maritime, we’re not just another company - we’re an exciting and dynamic joint venture between industry leaders BAE Systems and KBR. Our team is dedicated to providing Asset Management, Infrastructure Management, Energy Solutions and Alongside Services at His Majesty’s Naval Base Portsmouth (HMNBP), the beating heart of the Royal Navy.

With almost two-thirds of the Royal Navy’s surface ships stationed at HMNBP, working with KBS Maritime means being at the forefront of innovation and progress. We operate in a unique and fascinating environment, with a mix of historic dockyards and cutting-edge infrastructure that’s unlike any other.

By delivering state of the art solutions to the Royal Navy, KBS Maritime offers the chance to work on projects that make a real difference to the safety, security, and sustainability of the UK’s National Defence and Security. But it’s not just about the work - at KBS Maritime, we believe in the value of our people. We have the ethos of a small business, which means we value and empower our team members to succeed.

KBS Maritime is committed to building a diverse workforce and fostering an inclusive workplace. We welcome applications from individuals of every social or cultural background, age, gender, ability, sexual orientation, and belief.