Head of Service

Job Description

Imperial Professionals are delighted to announce that we are working exclusively with one of our high-profile clients to appoint a Head of Service on a permanent basis.Job title: Head of ServiceSalary: Dependent on experience + Car / Car AllowanceLocation: West MidlandsType: PermanentOverview of the role:To provide business leadership to the companys service business to include establishing business plans, developing marketplace opportunities, overseeing internal processes and providing employee leadership in the achievement of common goalsDuties are but not limited to:

• Responsible for collaborating with Managing Director to develop and achieve the regional budgets utilising company processes.
• Functional and disciplinary leadership of the Maintenance Team in the region.
• Understand the current and future opportunities for the maintenance business in the unit and define and implement national maintenance development actions, which cover processes, product offering and ensure that company pricing is followed.
• Establish and maintain high-level relationships with customers to promote companys products and services and resolve disagreements over the terms and conditions of maintenance and modernization agreements.
• Coaching the technical-oriented Supervisors of today, to be customer-, service- and result-oriented Line Managers.
• Evaluate the results of all maintenance and modernization agreements, identify recurring problems and prepare recommendations for executives about significant changes that need to be made to resources, procedures, systems, or technology.
• Contribute to strategic planning and decision-making at the executive level to develop and implement a strategy for maintenance activities that align with the organisations overall vision and its current and long-term business objectives.
• Ensures excellent communications with the regional teams to ensure that customer satisfaction is maximised at all times and that escalation issues are managed effectively.
• Promotes the company as an organisation and collaborate with other areas of the business.
• Responsible for strategic plans for Key Accounts and maintain flexibility in execution plans to allow for changes to customer / market conditions.
• Develop skills, competencies and overall capability of regional employees.
• Maintains excellent communications in all directions to ensure that all team members understand the functional and national objectives, business performance and customer related matters.
• Continuous improvement of the work processes.
• Participation at the meetings of the service management at national level.
• Ensure compliance with Health and Safety rules and guidelines across the region.
• Provide and be accountable for providing timely and accurate analysis of budgets, schedules, business trends, financial reports, and other business metrics.
• Balance achievement of financial goals with strategic customer relations.
• Integrate and focus all resources in the region to ensure maximum customer satisfaction; ultimately responsible for resolving customer issues.
• Ensure correct focus is given to NPI, develops a regional action plan and drive improvement actions arising from survey results.
• Represent the company in a positive & proactive way within the local community, developing strong local relationships with customers and assuming ownership for all local issues.
• Take ultimate ownership for all customer complaints, adhere to internal process and ensure issues are effectively.

Requirements:

• Demonstrable experience working as a Head of or Service Manager role ideally within the Lift or plant hire industries.
• A relevant qualification in management or engineering
• Strong commercial experience with full P&L accountability
• Confident working on a national level across multiple sites
• Strong leadership and management skills
• Strong customer service experience
• Be flexible to travel
• Strong communications skills

For more information about this great opportunity please contact Adam Pearson at Imperial Recruitment Group