Head of Service

1 month ago

Gillingham, United Kingdom Senseco Systems Limited Full time

This senior management role at Senseco Systems involves taking complete ownership of the multi-million-pound Service South Division. Head of Service will lead the division to ensure high levels of customer service, consistent contract retention, technical compliance, and financial performance are achieved.

Key Responsibilities:

  • Lead the Service South Division with full accountability for performance and results.
  • Ensure the division delivers exceptional customer service and maintains strong contract retention.
  • Ensure all engineering delivery is technically competent and compliant with regulations and standards.
  • Encourage collaboration, personal development, and progression among team members.
  • Manage the division through key reports: Technical Operations Manager, Service Engineering Manager, and Service Desk Manager.
  • Mentor and support less experienced team members to enhance their skills and performance.
  • Conduct regular performance reviews and set clear objectives for team members.
  • Foster a collaborative and high-performance work environment.
  • Take full ownership of the division's profit and loss.
  • Report financial performance monthly.
  • Implement key data metrics, KPIs, and efficiency monitoring strategies to drive profitability.
  • Represent the Senseco Service South division at board meetings.
  • Drive the department to meet or exceed agreed budget targets by managing costs, staff recruitment, sales margins, and operational efficiencies.
  • Develop and implement service delivery strategies that align with company goals.
  • Continuously improve service delivery processes to enhance efficiency and customer satisfaction.
  • Utilise data and feedback to make informed decisions and drive service improvements.
  • Ensure all services are delivered in compliance with contract commitments and relevant standards.
  • Oversee the technical competence of the engineering team, ensuring continuous improvement and adherence to best practices.
  • Lead or support divisional meetings on:
    • Operational delivery
    • Customer service feedback
    • Sales team performance
    • Cross-selling opportunities
    • KPIs, data metrics, and innovation for divisional development
  • Attend high-level board meetings, reporting on divisional progress monthly against budgets and targets.
  • Report to the Board of Directors.
  • Mentor and guide the Technical Operations Manager, Service Engineering Manager, and Service Desk Manager.
  • Be a visible senior leader within the business, supporting team members and making yourself available to support the whole team.

Skills and Competencies:

  • Prior experience in a management/team leader role, with a proven track record in team management, financial target reporting, and leadership.
  • Strong financial acumen with experience managing P&L.
  • Excellent customer service and contract management skills.
  • Adequate technical knowledge to understand engineering delivery requirements and compliance.
  • Proven experience in a customer service management role, preferably within a technical or service-oriented industry.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving and decision-making abilities.
  • Strategic thinking and planning abilities.
  • Ability to work under pressure and manage multiple priorities.
  • Proficiency in SimPro and audit processes.
  • Strong analytical skills and attention to detail.
  • Commitment to continuous improvement and professional development.

Benefits:

  • Quarterly bonus based on profitability
  • Health insurance and other benefits
  • Opportunities for professional development and career advancement

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