Head of Service Operations & Customer Delivery

Network Catering Engineers; Halesowen; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Performance Bonus

Life Assurance

23 Days annual leave

Job summary

Network Catering Engineers in the United Kingdom is seeking an experienced operational leader to head back-office, service delivery and customer operations. You will report to the Director, shaping the customer journey from first contact to invoicing and revenue recognition.

You will build a culture of ownership, coaching and continuous improvement, delivering measurable results across productivity, quality and customer satisfaction within a fast-paced, field-focused environment.

Qualifications

• Proven experience leading a large, multi-team customer service, contact centre, service desk or back-office operation.
• Experience in managing managers or team leaders and driving performance improvements.
• Strong ability to optimise processes and improve operational efficiency within timescales.
• Experience with resource planning, scheduling or dispatch in a field service or demand-led setting.
• Proactive problem-solver with ability to implement practical improvements and sustain outcomes.

Responsibilities

• Own performance across contact centre, back-office and dispatch operations against service levels and P&L.
• Translate workloads into labour/material costs and explain variances.
• Maintain oversight of open-job positions and bottlenecks.
• Provide commercial input to business cases and growth plans with Finance.
• Manage call performance, queue management and real-time resourcing.
• Set standards for job creation, triage and customer communication to improve quality.
• Ensure escalations and unresolved jobs have clear ownership and timelines.
• Balance field demand with engineer skills, geography and parts availability.
• Work with Regions to resolve conflicts between commitments and capacity.
• Ensure invoicing and quotes are timely and accurate to convert work into revenue.

Skills

Leadership

Team motivation

Operational efficiency

Scheduling & dispatch

Performance management

Stakeholder collaboration

Customer service mindset

P&L awareness

Tools

CRM system

Finance software

Job description

Network Catering Engineers in the United Kingdom is seeking an experienced operational leader to head back-office, service delivery and customer operations. You will report to the Director, shaping the customer journey from first contact to invoicing and revenue recognition.

You will build a culture of ownership, coaching and continuous improvement, delivering measurable results across productivity, quality and customer satisfaction within a fast-paced, field-focused environment.