Service Operations Director

Madoc Recruitment Limited; Wirral; On-site; GBP 90,000 - 150,000; Full time

Benefits offered by this job

Car allowance

Discretionary annual bonus

Pension

Death in service

Medi-cash scheme

Free parking on site

Job summary

Madoc Recruitment Limited is seeking an experienced Service Operations Director to lead a large, field-based service division delivering servicing, maintenance and repair across automatic doors and related systems. This board-level role holds full responsibility for operational, commercial and customer performance.

You will define long-term strategy, strengthen key client relationships and drive geographic expansion, while ensuring safety, quality and service targets across the team.

Qualifications

• Experience leading sizeable field-based service operation.
• Excellent client communication and relationship management skills.
• Experience managing budgets and profitability.
• Ability to use systems and data to drive performance improvements.

Responsibilities

• Develop and implement the long-term strategy for the Service division.
• Take full ownership of service delivery, profitability and customer satisfaction.
• Lead and develop the Service Manager, Project Management team and Engineering Team Leaders.
• Build and maintain strong relationships with key clients, acting as the senior escalation point.
• Drive geographical growth and future development of the division.
• Identify opportunities for service improvement, innovation and sustainable growth.
• Oversee service contracts, budgets, forecasts and departmental targets.

Skills

Senior leadership

Budget management

Client relationship management

Data-driven decision-making

Strategic planning

Stakeholder management

Tools

Simpro

Job description

Our client is seeking an experienced Service Operations Director to lead and further develop a well-established Service division.

The function delivers servicing, maintenance and repair solutions across automatic doors, industrial doors, roller shutters, gates and barriers. The division consists of a large field-based engineering team, supported by a Service Manager, Engineering Team Leaders and an experienced office-based support team.

This is a Board-level appointment, holding full responsibility for the division’s operational, commercial and customer performance. The successful candidate will define and deliver long-term strategy, strengthen key client relationships and drive controlled geographical expansion of the service offering.

Key Responsibilities

• Develop and implement the long-term strategy for the Service division.
• Take full ownership of service delivery, profitability and customer satisfaction.
• Lead and develop the Service Manager, Project Management team and Engineering Team Leaders.
• Build and maintain strong relationships with key clients, acting as the senior escalation point.
• Drive geographical growth and future development of the division.
• Identify opportunities for service improvement, innovation and sustainable growth.
• Oversee service contracts, budgets, forecasts and departmental targets.
• Improve engineer productivity, response times, first-time fix rates and PPM performance.
• Utilise systems, technology and operational data to enhance efficiency and customer service.
• Maintain high standards of engineering quality, health and safety and customer care.
• Contribute to wider business strategy and decision-making as part of the Board.
• Work closely with Commercial, Finance, Purchasing, SHEQ and wider operational teams.

What We're Looking For

• You will bring senior leadership experience within a service, maintenance or field-based engineering environment (Essential).
• Experience within automatic doors, industrial doors, roller shutters, gates or barriers would be highly desirable. Strong candidates from related sectors such as facilities management, HVAC, lifts, security, fire protection or specialist engineering will also be considered.

You will need

• Experience leading and developing a sizeable field-based service operation.
• Experience managing teams through managers or team leaders.
• Strong commercial awareness, including responsibility for budgets and profitability.
• Excellent client communication and relationship management skills.
• Experience developing and implementing operational or service strategy.
• A proven ability to use systems and data to drive performance improvements.
• A supportive, confident and accountable leadership style.
• The ability to operate effectively at Board level.
• A full UK driving licence.
• Experience managing service contracts with defined SLAs and KPIs, leading geographical growth or using Simpro would be advantageous.

What’s on Offer

• Salary: Available on request / application
• Car allowance + Discretionary annual bonus
• Hours: Monday to Friday, 8am - 4:30pm (early finish Fridays, 3:15pm)
• Holiday allowance: 25 days annual leave plus bank holidays, increasing to 28 days after 5 years' service.
• Pension contribution
• Death in service
• Medi-cash scheme
• Free parking on site
• A senior Board-level role with real influence
• The opportunity to lead an established and experienced Service division
• Scope to shape strategy, structure and geographical growth

Please note: Applications will only be considered from candidates with relevant background and experience.

All applicants must have the full right to work in the UK. Our client does not offer sponsorship