Head of CNC Machine Tool Service & Performance

The Clay Partnership; Birmingham; On-site; GBP 120,000 - 180,000; Full time

Job summary

The Clay Partnership is seeking an accomplished Service Director to lead and develop our field service and maintenance operation within the CNC Machine Tool sector. This senior role requires a strong combination of service operational leadership, technical credibility and robust customer management.

You will oversee dispersed service teams, drive performance, and build long-term relationships with major customers, delivering high-quality technical support and continuous service improvement.

Qualifications

• Senior leadership experience in machine tool service delivery/operational management.
• Strong strategic thinking and ability to translate vision into operational plans.
• Excellent communication, influencing and stakeholder-management skills.
• Strong financial and risk-management capability.

Responsibilities

• Lead the development and implementation of the organisation’s service strategy.
• Oversee day-to-day service delivery operations, ensuring consistency, accessibility, and high standards.
• Monitor performance using KPIs, quality frameworks, and customer feedback to drive improvement.
• Lead, motivate, and develop service managers and teams to achieve operational excellence.
• Manage complex customer issues and ensure effective complaint resolution.
• Build strong relationships with partners, suppliers, and stakeholders to enhance service outcomes.
• Identify opportunities for innovation, service redesign, and improved customer experience.
• Ensure compliance with regulatory, safeguarding, and quality standards.
• Develop and manage service budgets, ensuring cost‑effective and sustainable delivery.
• Contribute to organisational planning, risk management, and strategic decision‑making.

Skills

Senior leadership

Strategic thinking

Stakeholder management

Data-driven decisions

Financial & risk management

Education

Engineering background

Job description

The Clay Partnership is seeking an accomplished Service Director to lead and develop our field service and maintenance operation within the CNC Machine Tool sector. This senior role requires a strong combination of service operational leadership, technical credibility and robust customer management.

You will oversee dispersed service teams, drive performance, and build long-term relationships with major customers, delivering high-quality technical support and continuous service improvement.