Head of Service Operations
About the Role
We are looking for a highly experienced Head of Service Operations to lead and develop our Industrial Door Service Operations function. In this role you will provide strategic, commercial, and operational leadership to a large, field-based service organisation, driving sustainable growth, operational excellence, and a best-in-class safety and customer experience.
This is a senior leadership role with responsibility for service performance, people leadership, safety culture, margin delivery, and customer engagement across the region.
Key Responsibilities
Health, Safety & Wellbeing
* Act as a visible safety leader, embedding a strong safety culture aligned to local regulations and Group standards.
* Lead safety initiatives, inspections, and engagement activities, driving a zero-incident mindset across the service organisation.
Service Growth & Commercial Performance
* Deliver the Service Operations business plan to achieve revenue, growth, and customer excellence objectives.
* Own service revenue forecasting and execution, maximising utilisation, billability, and capacity across teams.
* Drive proactive sales initiatives, including lifecycle assessments and preventive service campaigns, to build a resilient order backlog.
Operational & Financial Excellence
* Lead cost control and efficiency initiatives across labour, parts, fleet, tools, and inventory to improve contribution margin.
* Review service delivery, repairs, upgrades, and maintenance activities to protect and enhance profitability.
* Ensure consistent performance against key KPIs including maintenance delivery, utilisation, billability, and quotation execution.
Leadership & Talent Development
* Lead, coach, and develop Regional Service Operations Managers, planners, and support teams to high performance.
* Recruit, onboard, and develop talent, creating a collaborative, engaged, and customer-focused culture.
* Champion leadership development and service excellence programmes, ensuring consistent performance management and capability building.
Performance Measurement & Reporting
* Define, monitor, and analyse KPIs to drive continuous improvement and profitable growth.
* Use data-driven insights to prioritise actions, support decision‑making, and report performance to senior stakeholders.
About You
You should be an experienced operational leader with a strong track record in field service, engineering, or technical services environments. You will lead with credibility, commercial acumen, and a hands‑on, people‑focused approach.
You should bring:
* Significant experience in field service operations and a proven ability to lead field‑based teams.
* Strong commercial and financial understanding.
* Excellent communication, leadership, and influencing skills.
* Strategic thinking combined with operational pragmatism.
* High levels of organisation, resilience, and analytical capability.
* Strong customer‑centric mindset.
* Strong IT skills including MS Office and ERP systems.
* Full UK driving licence.
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To find out more about us, visit www.assaabloy.com
We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.
As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.
As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.
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