Senior Service Manager (Evening)

Hours: Full-time, 40 hours per week (flexibility required)

Driving License: Full Clean UK Driving License, Willingness to Travel

Are you an experienced operational leader ready to take the next step in your career? BugBusters UK Limited is seeking a Senior Service Manager to lead a dynamic portfolio of client contracts, drive operational excellence, and inspire a high-performing management team. This pivotal role offers the opportunity to shape service delivery strategy, enhance client relationships, and contribute to the growth and success of our business.

Role Overview

You are accountable for delivery across your sites. This includes people, quality, health and safety, and client performance.

You will also step into problem sites, service risks, and mobilisations where needed.

Structure and Span of Control

Direct management of a group of Service Managers and Junior Managers

Indirect responsibility for all operatives across your sites

Portfolio capped at 10 to 15 sites to maintain control

Clear ownership. Smaller portfolios. Faster decisions.

Operational ownership

Full responsibility for service delivery across your sites

Ensure all sites meet scope, standards, and KPIs

Maintain strong on-site presence through regular visits

Resolve issues quickly, including absence, quality gaps, and complaints

Reallocate resource across sites where required

Management and team leadership

Manage and develop Service Managers and Junior Managers

Set clear expectations on standards, reporting, and behaviour

Run regular one-to-ones and performance reviews

Support hiring, onboarding, and succession planning

Address underperformance quickly with HR where needed

Quality and standards

Own quality outcomes across all sites

Ensure audits are completed and actions closed through SafetyCulture

Drive consistent standards across your portfolio

Identify trends and implement fixes across multiple sites

Health and safety

Ensure compliance with RAMS, COSHH, and safe systems of work

Carry out spot checks and enforce standards on-site

Investigate incidents and follow through on corrective action

Ensure all staff are inducted and compliant

Client ownership

Act as the main operational contact for your clients

Build strong working relationships through regular contact

Handle escalations and resolve issues quickly

Lead client reviews where required

Identify risks early and protect retention

Financial and resource control

Manage timesheets and payroll accuracy through Connecteam

Control labour allocation across your sites

Keep sites within budgeted hours

Manage consumables and equipment

Balance cost control with service quality

Administrative and reporting

Manage day-to-day operational admin across:

Connecteam for timesheets, shifts, and updates

SafetyCulture for actions and audits

Excel for tracking and reporting

HR case management including welfare, performance, and disciplinaries

Produce clear written updates for clients and internal teams

Maintain accuracy across compliance, audits, and trackers

Improve admin processes to reduce manager workload

Rapid response and business support

Step into service failures, staffing issues, and high-risk sites

Support new site mobilisations when required

Stabilise underperforming sites quickly

Support audits and improvement work outside your portfolio

Requirements

Strong experience in operations or contract management

Experience managing managers, not just operatives

Track record running multiple sites with full accountability

Good understanding of health and safety requirements

Comfortable in a fast-paced and reactive environment

Strong organisation and communication skills

Full UK driving licence

Why join BugBusters

Clear ownership of a defined group of sites

Direct impact on service quality and client retention

Exposure to complex operational environments

Autonomy with accountability

Clear path into more senior roles