Head of Service Operations

We are recruiting a Head of Service Operations is accountable for the leadership, performance and development of Service Operations across the UK, ensuring the effective planning, coordination and management of the operational processes that support end-to-end service delivery..

What will you be doing in this role?

The Head of Service Operations is responsible for ensuring Service Operations has the right leadership, processes, systems and ways of working to meet customer and business requirements and deliver agreed operational and financial performance. This includes responsibility for service planning and scheduling, estimating, service administration, chargeable works, operational performance and continuous improvement.

Working closely with the Head of Field Operations and other key functions, the role will ensure demand, capacity and operational priorities are effectively aligned with field capability and customer commitments, providing a joined-up service from initial customer requirement through to delivery, completion and invoicing.

In addition, the Head of Service Operations will lead the continued development and transformation of the service operation, using data, technology and process improvement to increase efficiency, productivity, service performance and customer outcomes, while creating clear ownership and accountability throughout the service journey.

The Ideal candidate:

You will have significant leadership experience within service operations, service delivery, customer operations or a comparable complex operational environment. Proven management experience within a technology-based, regulated or complex service environment is a must. You will be a results-driven leader, creating clear ownership and with a collaborative mindset and excellent communication skills.

What we offer:

Competitive salary,

25 days holiday + public holidays (pro rata),

Car allowance,

Bonus,

Private healthcare,

Holiday purchase scheme,

Contributory pension,

Range of salary sacrifice schemes,

Paid volunteer day to support a cause you are passionate about,

Enhanced maternity, paternity, adoption and shared parental pay entitlements,

Healthcare cash plan, including free eye tests,

Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: retail discounts, salary sacrifice options, and health and wellbeing support,

EAP WeCare service - including a 24/7 online GP and mental health counselling service,

Boost your learning and growth through access to Linked In learning and a Talent Library with over 800 courses, covering subjects from business skills to project management essentials,

A warm and welcoming team environment,

Development and a chance to build a rewarding career.

Key skills and experience:

• Significant operational leadership experience within service operations, service delivery, customer operations or a comparable complex operational environment.

• Proven management experience within a technology-based, regulated or complex service environment.

• Proven experience of leading and developing multi-functional operational teams and managers.

• Proven accountability for operational performance, service delivery, revenue and cost.

• Strong experience of operational planning, resource management, scheduling and capacity management.

• Demonstrable experience of using KPIs, operational data and performance insight to drive action and improve performance.

• Experience of leading operational transformation, continuous improvement and business change.

• Strong customer focus with experience of managing service performance, SLAs and operational escalations.

• Strong commercial acumen with an understanding of the relationship between opera-tional performance, revenue, cost, margin and customer outcomes.

• Demonstrated ability…