Regional Operations Manager - Midlands

The Regional Manager is responsible for the overall operational, commercial, and strategic performance of Building Management System (BMS) service, maintenance, and installation activities within the assigned region.

The role ensures that projects and service operations are delivered safely, on time, within budget, and in line with company quality standards, while driving regional growth, operational efficiency, and customer satisfaction.

The Regional Manager provides leadership to service and installation engineers, develops strong customer relationships, and ensures the region delivers high-quality service performance, financial results, and continuous operational improvement.

The role also contributes to the strategic development and growth of the BMS service business within the region.

Scope of Role

Responsible for BMS service, maintenance, and installation project activities across the assigned region.

Leadership and management of regional engineering teams and subcontract resources.

Accountability for regional operational performance, customer satisfaction, and financial targets.

Ownership of regional service contract delivery and operational performance.

Support business growth through customer engagement and identification of new opportunities.

Reporting Structure

Reports to: Service Director / Operations Director

Direct Reports:

BMS Service Engineers

Commissioning Engineers

Project Engineers

Service Coordinators / Administrators (where applicable)

Works closely with:
Sales, Projects, Technical and Finance teams.

Key Responsibilities

Operational Leadership

• Lead and oversee regional service and installation operations within the BMS division.

• Ensure service, maintenance, and installation activities are delivered safely, efficiently, and to required quality standards.

• Develop and implement regional operational strategies aligned with company objectives.

• Drive improvements in service delivery efficiency, engineer utilisation, and project performance.

• Monitor operational performance including scheduling, resourcing, project delivery, and engineer productivity.

• Lead regular labour planning meetings to ensure effective allocation of engineering resources across service and project activities.

• Utilise company reporting tools and internal systems to monitor contract performance, labour utilisation, operational KPIs, and financial performance.

• Ensure compliance with company procedures, technical standards, and relevant industry regulations.

• Identify opportunities to improve service delivery processes, operational efficiency, and engineering performance across the region.

• Support the development and implementation of regional and company-wide operational improvement initiatives.

Team Leadership

• Lead, manage, and support service and installation engineers across the region.

• Provide technical leadership, mentoring, and performance management to engineering teams.

• Conduct performance reviews and support ongoing professional development.

• Ensure engineers are appropriately trained, competent, and equipped to perform their roles.

• Support workforce planning including recruitment, retention, and development of engineering staff.

• Build and promote a high-performing engineering culture focused on safety, quality, and customer service.

• Lead regular departmental meetings to communicate operational updates, performance targets, and business initiatives.

• Present regional operational updates and performance reports to senior management when required.

Customer Relationship Management

• Develop and maintain strong relationships with customers, contractors, and key stakeholders.

• Conduct regular customer visits to review service performance, address concerns, and strengthen relationships.

• Act as a senior escalation point for key clients, complex service issues, and contractual matters.

• Ensure high levels of service delivery and customer satisfaction across the region.

• Identify opportunities for system upgrades, modernisation, and additional service work.

• Support the development of long-term service agreements and strategic customer partnerships.

Project & Service Delivery

• Oversee BMS installation projects from planning through to commissioning and final handover.

• Ensure service contracts are delivered in line with contractual obligations and agreed service level agreements (SLAs).

• Monitor project delivery performance including timelines, costs, quality, and resource allocation.

• Support the resolution of complex technical issues and operational escalations.

• Ensure successful commissioning and client acceptance of completed projects.

Financial & Commercial Oversight

• Take accountability for regional financial performance including revenue growth, margin control, and cost management.

• Monitor regional performance against budgets, revenue targets, and operational KPIs.

• Review project margins, labour utilisation, and operational costs to maintain profitability.

• Prepare regular reports on regional operational and financial performance.

• Forecast regional workload, staffing requirements, and revenue pipelines.

• Take responsibility for service and maintenance contracts including understanding contractual obligations, managing risk, and acting as escalation point for clients and suppliers.

• Support the preparation of service contract renewals, upgrade proposals, and small project quotations.

• Collaborate with sales teams on tenders, quotations, and contract negotiations where required.

• Support regional growth by identifying new service opportunities, upgrade projects, and system modernisation opportunities within the existing customer base.

Health, Safety & Compliance

• Ensure full compliance with company Health & Safety policies and statutory regulations.

• Lead regional Health & Safety initiatives and promote a strong safety culture within engineering teams.

• Ensure risk assessments, method statements, and safe working practices are implemented and followed.

• Monitor safety performance and ensure incidents are properly investigated and addressed.

Internal Collaboration

• Work closely with Sales, Projects, Technical and Finance teams to support operational performance and customer delivery.

• Collaborate with other regional managers and senior leadership to ensure consistency of service delivery across the wider business.

• Support company-wide initiatives and operational improvement programmes.

Key Skills & Experience

• Proven experience within the Building Management Systems (BMS) industry.

• Strong understanding of BMS service, commissioning, maintenance, and installation processes.

• Experience managing field-based engineering teams across multiple sites or regions.

• Strong leadership, organisational, and problem-solving skills.

• Ability to manage multiple projects and service contracts simultaneously.

• Strong commercial awareness and operational decision-making ability.

• Excellent communication, stakeholder management, and customer relationship skills.

• Experience working within a service delivery or operational leadership role within the building controls industry.

• Experience of using Microsoft D365, AX and Power BI would be advantageous .

Requirements:
• Relevant engineering qualification (electrical, controls, or building services preferred).
• Significant experience within the building controls / BMS sector.
• Experience working with major BMS platforms such as:
• Trend
• Tridium
• Distech
• Schneider
• similar systems.
• Health & Safety awareness qualification (IOSH / NEBOSH desirable).

Key Performance Indicators (KPIs)

• Service delivery performance against contractual SLAs.
• Project delivery within agreed timeframes and budget margins.
• Regional revenue growth and profitability.
• Engineer productivity and utilisation levels.
• Customer satisfaction and client retention.
• Successful delivery and commissioning of BMS projects.
• Health & Safety performance and compliance metrics.