Job Description

ISS
Service Management Specialist
Contract: Professional Services, Production & Technology
Location: Stoke, ST1 5PZ
Hours of work: 38.6 (7am-7pm OR 7pm-7am)
Shift Pattern: 4 days on / 4 days off (Days & Nights)
Contract Type: Permanent
We are seeking a reliable and detail-oriented Facilities Response Administrator to join our operations team.
This role is responsible for monitoring and managing client alarm systems (including SCADA, BMS, and Biosense), coordinating engineer callouts, and ensuring timely responses to building and power-related alarms.

Working as part of a 24/7 facilities support team, you will play a vital role in ensuring operational continuity by handling alarm escalations, managing service tickets, and maintaining accurate records for analysis and client reporting.
Key Responsibilities

• Monitor and track client alarm systems (SCADA, BMS, Biosense, etc.), ensuring timely responses to alerts.
• Raise and manage work tickets, coordinating engineer callouts and following through to completion.
• Implement and support global processes and reporting for alarm management.
• Coordinate with Power & Environment teams to manage alarm escalations and ensure resolution.
• Ensure work orders meet SLAs and priority response times.
• Provide accurate data and reports for internal analysis and client updates.
• Support CAFM system updates, compliance tracking, and general administration.
• Respond to ad-hoc requests and assist with surveys, reporting, and documentation.

Professional and Personal Competencies/Qualifications

• Strong oral and written communication skills.
• Excellent attention to detail, with the ability to prioritise and multitask under pressure.
• Analytical and results-oriented approach with strong problem-solving skills.
• Customer-focused with a proactive and flexible attitude.
• Competent with computers, including Word, Excel, Outlook, and data systems.
• Administrative background within facilities or operations preferred.
• Experience with Maximo or similar CAFM systems desirable but not essential.
• Self-motivated, adaptable, and comfortable working both days and nights.

The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing
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Skills Required