Service Operations Manager – Scheduling & Planned Demand
Job Title: Service Operations Manager – Scheduling & Planned Demand
Salary: The starting salary is £47,060, which includes allowances totalling £2,928.
The salary is broken down as £44,132 basic salary, which will increase annually until you reach the top of the scale £52,652 Plus, a location allowance of £1,928 and a non-pensionable allowance of £1,000.
Location: Marlowe and all MPS workshops
About Fleet Services
The police vehicle fleet is an important physical asset. It enables officers and staff to do their job, carries key equipment required, and provides safe transportation for the public / prisoners.
The role of Fleet Services is to keep the Met mobile, ensuring we can detect, respond to, and prevent crime whilst building public trust and confidence. Fleet Services are committed to leading with innovation, responsibility and environmental consciousness, striving for a fleet that is safer, smarter and cleaner, with a focused approach as follows:
1 - We will manage responsibly to deliver an excellent service and achieve value for money
2 - We will deliver strategies to manage the fleet efficiently and effectively
3 - We will deliver a fit-for-purpose, flexible and available fleet
The complex needs of modern policing requires a wide range of vehicle types. We operate a fleet of over 5,200 assets on the road and river, as well as over 1,000 pedal cycles. London is the most complex and diverse city in the UK, and our fleet is reflective of that. We currently have over 220 different types of vehicles supporting all operational commands including armed response vehicles, HGVs, patrol cars, motorbikes and pedal cycles.
Customers can be broadly grouped into three strategic pillars – Frontline Policing, Met Ops & Performance, and Counter Terrorism / Specialist Operations. Collectively this covers pan London requirements as well as national CT responsibilities.
The overall fleet requirements and volumes are owned and governed by operational leaders at the Strategic Fleet Board. Operational teams are accountable for the volume of fleet required to undertake their roles, and Fleet Services support and enable effective decision making through provision of information and technical / industry knowledge.
Key responsibilities
Individuals in these roles will take on a number of responsibilities below but this will be tailored as required – for instance mainly tailored to Administration tasks, or Contact Centre tasks, or Scheduling / Planned Demand tasks. Individuals may need to move across to different focus areas at short notice.
- Manage team – Oversee specialist team to deliver a number of activities, ensuring that the supervisors and team members are able to meet any performance measures / KPIs and provide excellent customer service to the range of Fleet Services customers. Deliver a professional service, ensuring communication and engagement is polite, professional and of consistently high quality through a variety of channels. Provide guidance and advice so that they can perform the role to the best of their ability.
- Work prioritisation and utilisation – Ensure that workloads are balanced across teams, re-directing or diverting work to teams with more capacity or lower priority work. Ensure teams are fully utilised and that demand is covered.
- Lead activities – where required, lead activities to ensure team activities are undertaken effectively, across customer contact demand, administration duties and legal tasks. Handle enquiries that cannot be managed by team members or team supervisors directly and escalate further if a situation cannot be resolved within the team.
- Scheduled Activities – Lead team focused on ensuring planned demand events e.g. service / MOTs, are booked in correctly for workshops and other suppliers on a day-to-day basis, including the necessary Collection & Delivery movement. Ensure that these events meet requirements for vehicle maintenance
- Customer communications – ensure customers are aware of upcoming events, refine messaging as required to ensure it is clear and concise for customers
- Team processes / procedures – Work with supervisors and team members on reviews and updates to processes / procedures regularly. Embed a continuous improvement mindset into the teams.
- End-to-end service view – Consider the end-to-end customer contact processes / customer experience and the teams role in this, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints
- Team KPIs – oversee all KPIs and ensure these are monitored / managed. Make recommendations for changes to KPIs to better reflect the team activities.
- Team roles – regularly review job descriptions and activities being undertaken across teams. Ensure updates are processed to reflect the activities the team are undertaking
- Team reviews - Lead team reviews, enforcing the belief that they are an open and safe forum for expressing concerns, they can give feedback to others on day-to-day issues, treat meetings as a learning opportunity, whilst enforcing the team ethos
- Performance management and development – provide line management for supervisors, ensuring that they comply with necessary MPS processes and have development plans in place for future development. Evaluate staff performance and ensure all staff are aware of and able to work to Fleet Services standards. Organise the roll-out of training using appropriate methods in line with development plans, career progression plans, and future business requirements
- Reporting – ensure that effective reporting is in place on team activities, work with others across Fleet Services as required to ensure this is available and accessible to others
- Data / Information – Ensure the team are completing all necessary systems / applications for work conducted.
- Requisitions and Invoices – support the overall operation with review of requisitions / invoices, and making sure these get to the appropriate team for processing.
- Service / Maintenance – raise any issues with line management if it appears the future service / maintenance bookings are incorrect based on information received from customers (e.g. mileage)
- Service and Maintenance improvements – facilitate the delivery of service enhancements, acting as a champion for improvements that are the result of any analytical work conducted on the planned activities. Regularly review processes and ensure that these are working as effectively as possible. Identify trends and make recommendations to management
- MPS Systems – Ensure data / information is recorded correctly, highlight any errors in the core data and work with other teams to solve not only the current errors but also processes / ways of working to ensure they do not happen again
- Vehicle to Workshops – participate in regular vehicle allocation to workshops reviews and input any insight / learning from the scheduled activity work
How to apply
To begin your career at the Met, please click the "apply now" button below. The application process requires a comprehensive CV, a Personal Statement, and an online application form. In your Personal Statement, you should explain your interest in the position and illustrate how your skills and experiences make you a suitable candidate. Please note that you should not submit two copies of your CV, and ensure that your documents are saved in either PDF or Word format, clearly labelled as CV and/or Personal Statement.
Completed applications must be submitted by 23:55 on 26th August 2025.
Once received, your application will be reviewed against eligibility criteria, following this, your application will be reviewed by the hiring manager. The application review for this vacancy will commence 2 weeks after the vacancy has closed.
Following application review, successful candidates will be invited to interview. Interview dates will commence 2 weeks after the hiring managers review.