Role Purpose
The Head of Service Operations provides strategic and operational leadership across our Fire and Electronic Security business. In this newly created role, the Head of Service Operations is accountable for safe, compliant, efficient and profitable delivery of preventive maintenance, inspections, testing, repairs, system upgrades, emergency call-outs and technical support services to our customers.
Key Responsibilities
- Develop and execute the service operations strategy in alignment with the company’s business and growth objectives.
- Lead, coach and develop the service field team comprising technicians, operation managers and customer service executives.
- Ensure all service activities comply with applicable fire safety, security, workplace safety, quality and environmental requirements.
- Oversee service delivery of preventive maintenance, inspections, testing, repairs, breakdown response, system upgrades and emergency callouts.
- Implement best practices in service operations in areas such as workforce planning, service order management, service excellence and customer service among others.
- Drive continual improvement and digitalization of service operations.
- Ensure contractual obligations, service-level agreements and customer requirements are consistently achieved.
- Build strong relationships with key customers and act as the senior escalation point for service-related matters.
- Collaborate with Sales, Projects and Key Account teams to support customer retention and recurring revenue growth.
Qualifications and Experience
- Diploma or Degree in Engineering, Building Services, Operations Management, Mechanical or Electrical Engineering, or a related discipline.
- At least 15 years of relevant experience in service, building or field operations.
- At least 5 years of senior leadership experience managing a sizeable field-service operation.
- Demonstrated experience managing multidisciplinary service teams and complex customer contracts.
- Proven experience in managing P&L performance, operational KPIs, workforce productivity and customer service outcomes.
- Strong knowledge of fire protection systems and related inspection, testing and maintenance requirements will be an advantage.
- Practical experience in electronic security systems, such as CCTV, access control, intrusion detection and integrated monitoring solutions will be an advantage.
