Head of Service Operations & Transformation

Tunstall Healthcare Group; United Kingdom; Hybrid; GBP 90,000 - 135,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday + public holidays (pro

Car allowance

Bonus

Private healthcare

Pension scheme

Learning & development opportunities

Employee benefits platform Verlingue

Job summary

Tunstall is seeking a Head of Service Operations to lead UK Service Operations, driving end-to-end service delivery, planning, and continuous improvement. You will ensure strong leadership, processes and systems to meet customer and business requirements while delivering operational and financial performance.

You will oversee demand, capacity and priority alignment with field capability, while developing a culture of accountability and high performance across teams.

Qualifications

• Significant operational leadership experience within service operations or similar environments.
• Proven management of multi-functional teams in tech-based, regulated or complex services.
• Accountability for operational performance, revenue and cost.
• Strong planning, resource management and capacity planning experience.
• Experience using KPIs and data insights to drive performance improvements.
• Experience of leading transformation and continuous improvement.
• Customer-focused with experience managing SLAs and escalations.
• Strong communication and stakeholder influence across levels.
• Commercially aware with understanding of margins and customer outcomes.
• Collaborative, proactive, and able to align cross-functional teams.

Responsibilities

• Lead the Service Operations function with clear ownership and accountability.
• Develop and mentor Service Operations Manager and teams.
• Own performance standards, processes and ways of working.
• Collaborate with Field Operations to align service delivery.
• Ensure end-to-end service journey ownership from demand to invoicing.
• Drive operational planning, scheduling and capacity alignment.
• Optimize deployment of field resources against demand.
• Improve scheduling efficiency, utilization and first-time fix rates.
• Support short- and long-term capacity planning.
• Lead cost efficiency and revenue management for Service Operations.
• Oversee estimating, job costing and invoicing in coordination with Commercial/Finance.
• Monitor quotation backlog and invoicing performance for continuous improvement.
• Define and report KPIs; ensure visibility of demand, capacity, backlog, and CSOs.
• Use data to identify risks and opportunities and drive action.
• Ensure escalation handling and cross-functional collaboration with Field Ops, Customer Success and Commercial.
• Lead change with clarity and empathy; standardize processes for consistency.
• Support systems & tools development for scheduling and reporting.
• Embed root-cause analysis and lessons learned to address issues.

Skills

Operational leadership

Service operations

People management

KPIs & data insight

Planning & scheduling

Customer focus

Communication skills

Stakeholder management

Commercial acumen

Cross-functional collaboration

Tools

ERP systems

Scheduling software

Job description

Tunstall is seeking a Head of Service Operations to lead UK Service Operations, driving end-to-end service delivery, planning, and continuous improvement. You will ensure strong leadership, processes and systems to meet customer and business requirements while delivering operational and financial performance.

You will oversee demand, capacity and priority alignment with field capability, while developing a culture of accountability and high performance across teams.