Head of Service
A well-established engineering services provider is seeking a Head of Service to join its Senior Management Team. This strategic role is responsible for leading and scaling service operations nationwide, with a strong focus on customer satisfaction, operational efficiency, and commercial growth.
Role Overview:
Reporting to the Managing Director, the Head of Service will take full ownership of the company’s service delivery function. The successful candidate will oversee day-to-day operations, drive service revenue growth, manage performance KPIs, and lead a high-performing team across engineering and support functions.
This position requires a commercially focused leader with strong people management skills and experience in service delivery of mechanical and electrical systems. You will be responsible for a team of Approx. 35 (including nationwide Field Engineers, Regional Managers, and Admin staff)
Key Responsibilities:
Strategic Leadership
- Develop and implement a robust service strategy to increase revenue and margin
- Contribute to company-wide planning and leadership as part of the Senior Management Team
- Collaborate with group functions to introduce and implement best practice standards
- Play an active role in acquisition assessments and support integration of new entities
- Establish and monitor clear performance metrics for the service team
Service Sales Development
- Lead commercial discussions with key clients for contract renewals and tenders
- Represent the company on client sites where there are opportunities to introduce or expand service offerings
- Ensure all new equipment customers are proactively offered ongoing service support
- Re-engage legacy clients not currently under service agreements
- Liaise with the sales team to highlight upgrade or cross-sell opportunities
Operational Management
- Ensure prompt and professional handling of all incoming service requests
- Oversee the preparation of accurate service quotations and pricing models
- Provide technical input regarding labour times, parts sourcing, and third-party supplier details
- Guarantee invoicing is timely, complete, and accurate
- Lead recruitment, development, and performance management of the service team
Parts & Inventory Management
- Work with regional managers to maintain adequate stock levels across warehouses and service vehicles
- Support warehouse organisation, including part location systems and traceability
- Coordinate part availability for scheduled and reactive work
Health & Safety
- Ensure that safety remains the top priority across all service operations
- Oversee health and safety training and certification for all relevant staff
Systems & Process Improvement
- Continuously review and improve service processes and systems
- Promote technology adoption and digital tools for enhanced team performance
- Identify training needs and support system implementation
Ideal Candidate Profile:
- Proven experience leading a technical service operation with mechanical/electrical components
- Strong commercial acumen and understanding of service-related P&L
- Excellent communication and negotiation skills with both clients and internal teams
- Demonstrated success managing field-based teams and back-office operations
- Familiarity with service systems, KPIs, and continuous improvement practices
- Electrical or mechanical qualifications are an advantage
Compensation & Benefits:
- Competitive base salary
- Performance-related bonus plan
- Company vehicle
- Pension scheme
- Daily subsistence allowance (Revenue-approved)
- Laptop and mobile phone provided