Head Of Service

Head of Service

Location: Staines

Overview

We are seeking a proactive and driven Head of Service to lead and take full ownership of our clients planned and reactive maintenance operations. Reporting directly to the Company Director, you will manage a small team, ensure exceptional service delivery, and play a key role in growing the service division.

Key Responsibilities

Service Operations Leadership

• Oversee day-to-day service and breakdown operations, including planned maintenance and reactive callouts
• Act as the escalation point for complex customer issues, ensuring timely and professional resolution
• Coordinate with engineers and internal teams to deliver efficient, high-quality service

Team Management

• Lead, support, and develop a team of Service Coordinators
• Set clear expectations and maintain high performance standards
• Foster a culture of accountability, collaboration, and continuous improvement

Process Improvement

• Define and monitor service KPIs and SLAs
• Use data insights to identify trends, improve performance, and resolve inefficiencies
• Standardise and enhance service processes to ensure quality and consistency

Skills & Experience

Essential

• Proven experience in service management, operations leadership, or a similar role within construction or engineering industry
• Strong problem-solving skills with the ability to make decisions under pressure
• Excellent communication and interpersonal abilities
• Proactive, results‑driven mindset with strong ownership and accountability
• Comfortable using data, CRM systems, or job management tools

Desirable

• Demonstrated success in improving service performance or operational efficiency
• Experience in automatic doors, facilities management, or building services (advantageous but not essential)

Package & Benefits

• £50,000‑£60,000 base salary + performance bonus
• Senior leadership role with significant autonomy and impact
• Enhanced parental leave and holiday allowance
• Ongoing development and career progression opportunities
• Collaborative and forward‑thinking team culture

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