Job Description
Regional Leadership. Operational Performance. Customer Excellence.
Are you a senior operational – change & transformation leader with experience in engineering services, lift, construction or a related technical industry? Liftec Express – a leading independent provider of lift maintenance, repair and modernisation services – is looking for a Head of Service Operations (London & Southeast) to lead one of its most critical regions. This is a high-impact leadership role responsible for safety, operational performance, customer satisfaction and full P&L ownership, driving service & repair excellence across a large and complex service portfolio. You'll play a key role in shaping operational standards, improving performance and supporting the continued growth of the business.
The Role at a Glance
Head of Service Operations (Service & Repairs) Dartford, Kent – covering London & Southeast. Competitive Base Salary Plus Extensive Benefits Package inc Car Allowance, Bonus, Generous Pension Full Time.
Company: Pioneer of the British lift industry. Formerly part of global brand Otis – now Private Equity-backed by R Capital. An independent engineering services provider specialising in lift maintenance, repair, modernisation and installation.
Pedigree: Supporting major infrastructure across commercial buildings, hospitals, retail estates, transport hubs and government facilities.
Culture: Safety, Ethics & Quality Focused
The Opportunity
This is a pivotal role leading Liftec Express' service and repairs operations across London and the Southeast. You will take full ownership of operational delivery, ensuring safe, reliable and high-quality service while driving efficiency, productivity, customer satisfaction and profitability. Working closely with the Managing Director and leadership team, you will lead a large operational team and play a key role in developing a high-performance, customer-focused culture.
Responsibilities
Operational Leadership & Delivery
- Lead the safe delivery of lift maintenance and repair services across the region
- Ensure service delivery meets contractual commitments and customer expectations
- Drive operational efficiency through planning, scheduling and resource allocation
- Implement and monitor service processes and KPIs including productivity and response times
Commercial & P&L Ownership
- Take full responsibility for regional P&L performance
- Deliver revenue, margin, profitability and cash targets
- Identify opportunities to grow the service portfolio and expand customer relationships
Customer & Stakeholder Management
- Build strong relationships with key customers, consultants and stakeholders
- Act as escalation point for operational and service-related issues
- Ensure high levels of customer satisfaction and long-term retention
Leadership & Team Development
- Lead, coach and develop Service Delivery Managers, Repair Managers and engineers
- Build and maintain a high-performing, accountable culture
- Drive engagement, performance and continuous improvement across teams
Compliance, Safety & Governance
- Maintain the highest EH&S standards across all operations
- Ensure compliance with regulations, industry standards and company policies
- Support cross-functional and regional initiatives across the business
About You
You are an experienced operational leader with a strong track record in engineering services, lift, construction or a related technical industry.
You will likely have
- Proven experience in a senior operational leadership role
- Strong track record of improving operational performance and profitability
- Experience managing P&L and delivering commercial targets
- Ability to build relationships with major clients and senior stakeholders
- Experience leading and developing high-performing teams
- Strong organisational skills with high levels of ownership and accountability
- Excellent communication skills across technical and non-technical audiences
- Confidence handling escalations and complex operational challenges
- Commercial awareness with the ability to identify growth opportunities
- Experience within a transforming, scaling or turnaround business environment would be highly beneficial.
Behaviours & Values
- Open-minded and inquisitive – embraces continuous improvement
- Extreme ownership – takes accountability for results and solutions
- Customer centric – prioritises long-term relationships and service excellence
- Honesty and integrity – acts with transparency and professionalism
- Doing the basics brilliantly – focuses on safety, discipline and consistent execution
Benefits
- Pension – Aviva
- Car allowance
- Holiday – 25 days plus bank holidays
- Employee Assistance Programme
- Death in Service – 3 x Salary
- Employee Referral Scheme
- Discounts Platform
- Enhanced family policies
Why Join Liftec Express?
- Senior leadership role with full operational and commercial ownership
- Opportunity to lead a key region within a growing PE-backed business
- Strong focus on operational excellence, safety and customer sat
Job Description
Regional Leadership. Operational Performance. Customer Excellence.
Are you a senior operational – change & transformation leader with experience in engineering services, lift, construction or a related technical industry? Liftec Express – a leading independent provider of lift maintenance, repair and modernisation services – is looking for a Head of Service Operations (London & Southeast) to lead one of its most critical regions. This is a high-impact leadership role responsible for safety, operational performance, customer satisfaction and full P&L ownership, driving service & repair excellence across a large and complex service portfolio. You’ll play a key role in shaping operational standards, improving performance and supporting the continued growth of the business.
The Role at a Glance
Head of Service Operations (Service & Repairs) Dartford, Kent – covering London & Southeast. Competitive Base Salary Plus Extensive Benefits Package inc Car Allowance, Bonus, Generous Pension Full Time.
Company: Pioneer of the British lift industry. Formerly part of global brand Otis – now Private Equity-backed by R Capital. An independent engineering services provider specialising in lift maintenance, repair, modernisation and installation.
Pedigree: Supporting major infrastructure across commercial buildings, hospitals, retail estates, transport hubs and government facilities.
Culture: Safety, Ethics & Quality Focused
The Opportunity
This is a pivotal role leading Liftec Express’ service and repairs operations across London and the Southeast. You will take full ownership of operational delivery, ensuring safe, reliable and high-quality service while driving efficiency, productivity, customer satisfaction and profitability. Working closely with the Managing Director and leadership team, you will lead a large operational team and play a key role in developing a high-performance, customer-focused culture.
Responsibilities
Operational Leadership & Delivery
- Lead the safe delivery of lift maintenance and repair services across the region
- Ensure service delivery meets contractual commitments and customer expectations
- Drive operational efficiency through planning, scheduling and resource allocation
- Implement and monitor service processes and KPIs including productivity and response times
Commercial & P&L Ownership
- Take full responsibility for regional P&L performance
- Deliver revenue, margin, profitability and cash targets
- Identify opportunities to grow the service portfolio and expand customer relationships
Customer & Stakeholder Management
- Build strong relationships with key customers, consultants and stakeholders
- Act as escalation point for operational and service-related issues
- Ensure high levels of customer satisfaction and long-term retention
Leadership & Team Development
- Lead, coach and develop Service Delivery Managers, Repair Managers and engineers
- Build and maintain a high-performing, accountable culture
- Drive engagement, performance and continuous improvement across teams
Compliance, Safety & Governance
- Maintain the highest EH&S standards across all operations
- Ensure compliance with regulations, industry standards and company policies
- Support cross-functional and regional initiatives across the business
About You
You are an experienced operational leader with a strong track record in engineering services, lift, construction or a related technical industry.
You will likely have
- Proven experience in a senior operational leadership role
- Strong track record of improving operational performance and profitability
- Experience managing P&L and delivering commercial targets
- Ability to build relationships with major clients and senior stakeholders
- Experience leading and developing high-performing teams
- Strong organisational skills with high levels of ownership and accountability
- Excellent communication skills across technical and non-technical audiences
- Confidence handling escalations and complex operational challenges
- Commercial awareness with the ability to identify growth opportunities
- Experience within a transforming, scaling or turnaround business environment would be highly beneficial.
Behaviours & Values
- Open-minded and inquisitive – embraces continuous improvement
- Extreme ownership – takes accountability for results and solutions
- Customer centric – prioritises long-term relationships and service excellence
- Honesty and integrity – acts with transparency and professionalism
- Doing the basics brilliantly – focuses on safety, discipline and consistent execution
Benefits
- Pension – Aviva
- Car allowance
- Holiday – 25 days plus bank holidays
- Employee Assistance Programme
- Death in Service – 3 x Salary
- Employee Referral Scheme
- Discounts Platform
- Enhanced family policies
Why Join Liftec Express?
- Senior leadership role with full operational and commercial ownership
- Opportunity to lead a key region within a growing PE-backed business
- Strong focus on operational excellence, safety and customer sat
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