Head of Service

BMS Engineering Recruitment; Bishop's Stortford; Hybrid; GBP 70,000 - 80,000; Full time

Job summary

A leading engineering solutions provider is seeking a Head of Service to oversee their national field service operations. This senior-level position involves leading a team of over 30 field engineers, driving performance, and enhancing customer satisfaction. The role offers a competitive salary of £70,000 – £80,000 per annum, alongside a performance-related bonus and other benefits. There will be remote working with weekly travel required to the Essex office for onboarding and training.

Benefits

Performance-related bonus

Company car

Private medical insurance

Pension plan

Qualifications

• Proven experience in a Head of Service, Service Manager, or similar senior-level role.
• Strong background in engineering or technical field service operations.
• Excellent people management and leadership skills.

Responsibilities

• Lead and develop a national service team of engineers and regional managers.
• Execute a strategic service delivery plan focused on performance and customer satisfaction.
• Identify and implement operational improvements within the service function.

Skills

Leadership

Customer service mindset

Performance development

Effective communication

Job description

• Senior level position with realistic long term promotional opportunities
• Work for a world leading company that has seen great growth in recent times
• Unique blend of strategic leadership, team management, and the opportunity to directly impact service delivery and quality

The company

Our client is a well-established and growing engineering solutions provider and OEM with a strong reputation for quality, reliability, and technical expertise. Operating nationally, they support a wide range of clients across multiple sectors, delivering high-performance engineering and service solutions that make a tangible impact.

About the Role

Due to continued growth and a focus on service excellence, our client is looking to appoint a Head of Service to take ownership of their national field service operations. This newly created role offers the opportunity to shape, influence, and enhance how service is delivered across the UK.

You’ll be responsible for leading a team of 30+ field engineers and 2 regional managers, driving performance, process improvement, and customer satisfaction. While this is a home-based role, weekly travel to the Essex office will be required for the first 6 months for onboarding and training.

Key Responsibilities

• Lead, coach, and develop a national service team of engineers and regional managers.
• Build and execute a strategic service delivery plan, focused on performance, efficiency, and customer satisfaction.
• Identify and implement operational improvements and change initiatives across the service function.
• Ensure SLAs, KPIs, and compliance standards are met consistently.
• Collaborate cross-functionally with commercial, technical, and product teams.
• Maintain a strong focus on customer experience, with proactive issue resolution and service innovation.
• Lead with clarity and purpose, fostering a positive and accountable team culture.
• Provide regular reporting to senior leadership on service performance and improvement roadmaps.

Skills & Experience Required

• Proven experience in a Head of Service, Service Manager, or similar senior-level role within an engineering environment.
• Strong background in engineering or technical field service operations – ideally with hands‑on experience earlier in your career.
• Demonstrated ability to lead large teams across multiple regions.
• Track record of successfully implementing strategic and operational changes within a service function.
• Excellent people management, performance development, and leadership skills.
• Commercially aware with a strong customer service mindset.
• Effective communicator with the ability to influence and inspire across all levels.
• Willingness to travel nationally and commit to commute to their Essex office (approx 3 times per week)

Package

• Competitive Salary: £70,000 – £80,000 per annum
• Bonus Scheme: Performance‑related bonus structure
• Company Car: Fully expensed
• Private Medical Insurance: Comprehensive cover for you
• Pension Plan: 9% total (5% employer / 4% employee)
• Death in Service: 2× annual salary
• Flexibility: Remote‑based with national travel as required