Job Description
Regional Leadership. Operational Performance. Customer Excellence.
Are you a senior operational - change & transformation leader with experience in engineering services, lift, construction or a related technical industry? Liftec Express - a leading independent provider of lift maintenance, repair and modernisation services - is looking for a Head of Service Operations (London & Southeast) to lead one of its most critical regions. This is a high-impact leadership role responsible for safety, operational performance, customer satisfaction and full P&L ownership, driving service & repair excellence across a large and complex service portfolio. You'll play a key role in shaping operational standards, improving performance and supporting the continued growth of the business.
The Role at a Glance
Head of Service Operations (Service & Repairs) Dartford, Kent - covering London & Southeast. Competitive Base Salary Plus Extensive Benefits Package inc Car Allowance, Bonus, Generous Pension Full Time.
Company: Pioneer of the British lift industry. Formerly part of global brand Otis - now Private Equity-backed by R Capital. An independent engineering services provider specialising in lift maintenance, repair, modernisation and installation.
Pedigree: Supporting major infrastructure across commercial buildings, hospitals, retail estates, transport hubs and government facilities.
Culture: Safety, Ethics & Quality Focused
The Opportunity
This is a pivotal role leading Liftec Express' service and repairs operations across London and the Southeast. You will take full ownership of operational delivery, ensuring safe, reliable and high-quality service while driving efficiency, productivity, customer satisfaction and profitability. Working closely with the Managing Director and leadership team, you will lead a large operational team and play a key role in developing a high-performance, customer-focused culture.
Responsibilities
Operational Leadership & Delivery
* Lead the safe delivery of lift maintenance and repair services across the region
* Ensure service delivery meets contractual commitments and customer expectations
* Drive operational efficiency through planning, scheduling and resource allocation
* Implement and monitor service processes and KPIs including productivity and response times
Commercial & P&L Ownership
* Take full responsibility for regional P&L performance
* Deliver revenue, margin, profitability and cash targets
* Identify opportunities to grow the service portfolio and expand customer relationships
Customer & Stakeholder Management
* Build strong relationships with key customers, consultants and stakeholders
* Act as escalation point for operational and service-related issues
* Ensure high levels of customer satisfaction and long-term retention
Leadership & Team Development
* Lead, coach and develop Service Delivery Managers, Repair Managers and engineers
* Build and maintain a high-performing, accountable culture
* Drive engagement, performance and continuous improvement across teams
Compliance, Safety & Governance
* Maintain the highest EH&S standards across all operations
* Ensure compliance with regulations, industry standards and company policies
* Support cross-functional and regional initiatives across the business
About You
You are an experienced operational leader with a strong track record in engineering services, lift, construction or a related technical industry.
You will likely have
* Proven experience in a senior operational leadership role
* Strong track record of improving operational performance and profitability
* Experience managing P&L and delivering commercial targets
* Ability to build relationships with major clients and senior stakeholders
* Experience leading and developing high-performing teams
* Strong organisational skills with high levels of ownership and accountability
* Excellent communication skills across technical and non-technical audiences
* Confidence handling escalations and complex operational challenges
* Commercial awareness with the ability to identify growth opportunities
* Experience within a transforming, scaling or turnaround business environment would be highly beneficial.
Behaviours & Values
* Open-minded and inquisitive - embraces continuous improvement
* Extreme ownership - takes accountability for results and solutions
* Customer centric - prioritises long-term relationships and service excellence
* Honesty and integrity - acts with transparency and professionalism
* Doing the basics brilliantly - focuses on safety, discipline and consistent execution
Benefits
* Pension - Aviva
* Car allowance
* Holiday - 25 days plus bank holidays
* Employee Assistance Programme
* Death in Service - 3 x Salary
* Employee Referral Scheme
* Discounts Platform
* Enhanced family policies
Why Join Liftec Express?
* Senior leadership role with full operational and commercial ownership
* Opportunity to lead a key region within a growing PE-backed business
* Strong focus on operational excellence, safety and customer sat
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