Head of Service Operations

Nigel Wright Group; Bath; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

BWS Group is seeking a results-driven Head of Service Operations to lead and transform its customer-facing service operation across the group. The role reports to the Group COO and offers a pivotal, director-level leadership opportunity within a fast-growing multi-disciplinary business.

You will build a scalable service function, drive scheduling, field operations and customer engagement, and develop managers to sustain high performance while delivering measurable improvements in service quality

Qualifications

• Significant leadership experience within customer service, service delivery or operational environments.
• A track record of improving service quality, responsiveness and consistency.
• Strong performance management and KPI-driven leadership.
• Experience leading and developing managers and frontline teams.
• The ability to manage complex operational challenges and customer escalations.
• Commercial awareness and understanding of service profitability.
• Strong organisational skills and a structured approach to improvement.
• The resilience and adaptability to succeed within a fast-growing business.

Responsibilities

• Lead customer service, planning and field service teams.
• Create a responsive, accountable and customer-focused culture.
• Drive service quality, SLA performance and customer satisfaction.
• Improve scheduling, workforce utilisation and operational efficiency.
• Develop and coach managers to build a high-performance leadership team.
• Create clear operational rhythms, metrics and performance management disciplines.
• Work closely with technical and compliance teams to ensure regulatory standards are met.
• Support growth initiatives, acquisitions and integration activity.
• Deliver strong commercial performance through productivity, retention and revenue growth.

Skills

Leadership

Customer service

Service delivery

KPI management

People development

Operations management

Job description

Head of Service Operations

Bath, UK

Nigel Wright Group is delighted to be partnering with BWS Group on the appointment of a new Head of Service Operations.

This is a unique opportunity to join a growing and ambitious organisation at a pivotal stage in its development.

Are you a proven operational leader who thrives on creating exceptional customer experiences, building high-performing teams and driving continuous improvement?

BWS Group is seeking an outstanding Head of Service Operations to lead and transform its customer-facing service operation. This is a pivotal leadership role with the opportunity to shape the future of a growing, multi-disciplinary business operating across fire, security, electrical and compliance services.

This role offers the scope, influence and responsibility of a director-level position, while remaining open to ambitious Heads of Function, Operations Leaders and Service Managers ready to take the next step in their career.

The Opportunity

This is far more than an engineering management role. BWS customers rely on the business to keep their people, property and operations safe. When customers need support, the expectation is simple: respond brilliantly.

The Head of Service Operations will build and lead a customer-focused service organisation where customer enquiries are handled professionally, reactive demand is controlled, work is scheduled effectively, engineers are productive, and customer commitments are consistently delivered.

Reporting directly to the Group COO, you will lead service operations across the Group, bringing visibility, structure and accountability to every stage of the customer journey. You'll play a central role in helping the business scale while maintaining service excellence.

The Business

BWS Group is a fast-growing fire, security and electrical services business with a strong reputation built over more than three decades. With ambitious growth plans, ongoing investment and a strategy that includes both organic growth and acquisition, the business is entering an exciting new phase of development.

As the Group continues to expand, the focus is on creating a consistent, scalable operating model that delivers outstanding service to customers while providing excellent opportunities for talented people to develop their careers.

The Role

As Head of Service Operations, you will take responsibility for the end-to-end performance of service delivery across the Group, including customer contact, scheduling, maintenance, reactive works and field operations.

Key responsibilities include:

• Leading customer service, planning and field service teams.
• Creating a responsive, accountable and customer-focused culture.
• Driving service quality, SLA performance and customer satisfaction.
• Improving scheduling, workforce utilisation and operational efficiency.
• Developing and coaching managers to build a high-performance leadership team.
• Creating clear operational rhythms, metrics and performance management disciplines.
• Working closely with technical and compliance teams to ensure regulatory standards are consistently achieved.
• Supporting growth initiatives, acquisitions and integration activity.
• Delivering strong commercial performance through improved productivity, retention and recurring revenue growth.

This is a highly visible leadership role requiring energy, pace and a willingness to get close to the operation, challenge existing ways of working and drive meaningful change.

The Person

Success in this role will depend as much on personality and leadership presence as technical expertise.

We're looking for a leader with real presence. Someone who brings energy into the room, enjoys being at the heart of a busy operation and thrives on solving problems, developing people and driving standards. You'll be a builder, a doer and a catalyst for change, with the gravitas to lead a growing organisation through its next stage of development.

You’ll be highly engaged with the day-to-day operation, curious enough to spend time understanding problems firsthand and driven enough to do something about them. This is not a role for someone who prefers to lead from behind a desk.

We want a leader who is approachable but decisive, commercially minded but customer obsessed, and able to bring people with them through change while maintaining high standards and accountability.

What We're Looking For

We're deliberately open-minded about industry background. You may currently work in service operations, customer service, field operations, logistics, utilities, telecoms, facilities management, maintenance services, automotive or another high-volume customer-focused environment. What matters most is your ability to lead people, improve performance and build scalable service operations.

We're particularly interested in candidates who can demonstrate:

• Significant leadership experience within customer service, service delivery or operational environments.
• A track record of improving service quality, responsiveness and consistency.
• Strong performance management and KPI-driven leadership.
• Experience leading and developing managers and frontline teams.
• The ability to manage complex operational challenges and customer escalations.
• Commercial awareness and understanding of service profitability.
• Strong organisational skills and a structured approach to improvement.
• The resilience and adaptability to succeed within a fast-growing business.

Candidates may currently hold titles such as:

• Head of Service Operations
• Head of Service Delivery
• Head of Customer Operations
• Head of Customer Service
• Head of Field Operations
• Operations Manager
• Operations Director
• Customer Service Director
• Service Delivery Director
• General Manager
• Regional Operations Manager

or similar leadership positions.

Why This Role Stands Out

• A genuine opportunity to shape and build a group-wide service function.
• Broad leadership remit spanning customer service, planning, field operations and service delivery.
• Direct exposure to executive leadership and reporting to the Group COO.
• The chance to drive transformational change rather than simply maintain the status quo.
• An opportunity to join a growing business with ambitious expansion plans.
• Flexibility around title and future progression for the right individual.
• A role where customer impact, operational excellence and people leadership are equally valued.

If you're passionate about creating exceptional customer experiences, developing high-performing teams and building an operation capable of supporting a rapidly growing business, we'd love to hear from you.