Head of Service

Overview

As Head of Regional Service, you will lead the Fire and Security service function across your region, ensuring outstanding operational delivery, financial performance, and customer outcomes. Reporting directly to the Regional Director, you will be accountable for regional service revenues, contract profitability, customer retention, and the collation of financial forecasts and budget tracking. You will lead a team of Regional Service Leaders and Operations Managers, who in turn manage our field service engineers to deliver safe, compliant, high‑quality service.

Responsibilities

• Lead and develop Service Operation managers, supervisors, engineers, and subcontractors, setting clear performance objectives and ensuring efficient, safe, and accountable teams.
• Provide commercial and financial leadership, managing the regional Service P&L, delivering revenue, margin, and EBITDA targets, and overseeing monthly forecasts and latest estimates.
• Monitor operational finance, expedite Service WIP conversion to portfolio, and conduct contract profitability analysis.
• Drive dispute management, liaising on billing delays and disputes with stakeholders and customers.
• Support business growth by identifying renewal, expansion, and tender opportunities, and protecting margins through pricing strategy.
• Maintain customer excellence standards, ensuring SLA compliance, emergency response times, and NSI standards, and using customer satisfaction data (Trustpilot, NPS, renewal feedback) to improve service delivery.
• Improve workforce efficiency, productivity, utilisation, and recovery across the regional Service workforce.
• Lead planning and scheduling, supporting Operations Managers to ensure effective planning and on‑time delivery of PPMs.

Qualifications

• Senior leadership experience in a service‑based business, Fire & Security or comparable technical service industry.
• Proven track record in P&L management, monthly forecasting, and regional financial growth.
• Experience managing multi‑level operational teams (managers and engineers).
• History of achieving business optics outcomes and driving continuous improvement.
• Relationship management skills, collaborating with sales to achieve overall business goals.
• Strategic alignment: translate regional goals into successful service delivery.
• Commercial drive: strong financial management, contract profitability, and understanding of legal/contractual terms.
• Change leadership: lead transformation and embed new systems and ways of working.
• Influential communication skills, building alignment with stakeholders at all levels.
• Decisive action, making balanced, data‑driven decisions at pace.
• Technical literacy, proficient with Microsoft365 and analytical tools.

Salary and Benefits

• Salary: up to £65,000 DoE.
• 25 days holiday, plus bank holidays.
• Free onsite parking.
• Bonus, car/car allowance, cycle to work scheme.
• Employee referral scheme (£1,000).
• Company pension scheme.
• Life assurance (4×basic salary).
• Employee scholarship scheme.
• A central benefits platform offering a wide range of discounts.
• Digital GP health & wellbeing resources.
• Bravo Awards – recognising outstanding contributions and encouraging excellence.

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