Head Of Service Management

MATCH RECRUITMENT LTD; Kettering; On-site; GBP 70,000 - 80,000; Full time

Job summary

A leading manufacturing firm in Kettering is seeking a Head of Service Management to oversee operations in the UK and Denmark. This permanent role involves managing service teams, streamlining processes, and enhancing operational profitability while requiring regular international travel. The position offers a competitive salary, company car or allowance, and additional benefits including private medical insurance.

Benefits

Company car or £500/month car allowance

Private medical insurance for employee and partner

Salary sacrifice pension scheme

Death in service benefit

Qualifications

• Experience in service management with a focus on operational efficiency.
• Strong leadership skills to manage teams effectively.
• Ability to develop growth and service improvement plans.

Responsibilities

• Oversee UK and Denmark operations, managing Workshop Service Stations and Aftersales services.
• Develop scalable Service Roadmap aligned with the Customer Charter.
• Monitor customer issues to ensure prompt response and resolution.

Skills

People Management

Operational Profitability

Process Improvement

Customer Communication

Job description

Head of Service Management

Regular travel to Denmark will be involved.

Salary: £70,000 - £80,000 (depending on relevant experience)

Monday – Friday, office hours

Holiday entitlement: 32 days (including 8 Bank Holidays)

Kettering area. Travel to Denmark as part of your core responsibilities.

Permanent position.

Match Recruitment is partnering with a leading manufacturing firm based in Kettering, operating multiple brands within its group.

In this role, you’ll oversee the UK and Denmark operations, managing Workshop Service Stations and Aftersales services. You will have two Managers reporting to you, each leading a team of 7, and directly managing 14 field-based engineers.

Approximately 50% of your focus will be on Denmark, requiring regular international travel—typically once per month.

Your primary objectives include strengthening the Aftersales division by streamlining processes, increasing operational profitability, and supporting market reputation. You will develop growth and service improvement plans, monitor quality costs, and collaborate with engineering for necessary improvements.

Summary of daily duties:

• Deliver the Service plan within budget through effective people management, supporting the Senior Management Strategy and Vision.
• Set high standards for training, punctuality, and employee behaviour, ensuring alignment with company values.
• Lead and develop the team to improve service proposition and increase product uptime amid growth.
• Work with HR to manage employee issues in line with company policies.
• Make effective decisions considering commercial impact and risk mitigation.
• Develop a scalable Service Roadmap aligned with the Customer Charter.
• Manage external service providers and review contracts to maximize profitability and productivity.
• Lead a team of Engineers and Service Teams professionally and efficiently.
• Monitor customer issues to ensure prompt response and resolution, enhancing uptime.
• Communicate effectively online, in writing, and face-to-face with customers.
• Ensure all Engineers are trained on products for flexible service delivery.
• Report and analyze the monthly “Cost of Quality” and ensure information cascades through the team, feeding engineering suggestions accordingly.

Additional benefits include:

• Company car or £500/month car allowance (taxable)
• Private medical insurance for employee and partner
• Salary sacrifice pension scheme
• Death in service benefit

Please apply today to be considered and shortlisted.

Match Recruitment Ltd is a recruitment agency and employment business, REC member, based in Wellingborough, serving Northamptonshire and nearby areas. If you do not hear within 72 hours, consider your application unsuccessful. Feel free to apply for future opportunities.