A large, family-owned, independent provider of heating, plumbing and property services across the South East is looking to appoint an experienced Head of Operations to lead day-to-day delivery across installations, repairs and planned/reactive maintenance.This is a senior, hands-on leadership role for someone who thrives in a fast-paced environment, can manage dispersed field teams, and can raise performance, compliance and customer outcomes across multiple contracts.Location: Surrey / South East (with regular travel to sites and client meetings)Reporting to: Operations & Client Services DirectorThe roleYou'll take overall operational ownership for service delivery, ensuring works are completed safely, efficiently and to agreed standards / SLAs, while working closely with fellow department heads to keep teams aligned and customers satisfied.Key responsibilitiesOperational leadership: Own day-to-day delivery across field and office functions, keeping jobs flowing and resources deployed effectively.Workforce management: Lead, coach and develop managers, engineers and support teams; support recruitment, training and retention.Planning & scheduling: Oversee job allocation, productivity, and the handling of urgent works, cancellations and resourcing gaps.Quality & customer experience: Monitor performance and service quality; act as an escalation point and drive lasting resolution and improvements.Compliance & safety: Maintain strong H&S standards and ensure adherence to relevant regulations (e.g., Gas Safe / HSE requirements and company policies).Performance & improvement: Report on KPIs, team output and operational risks; identify process improvements and implement better ways of working/systems.Commercial support: Provide operational input into mobilisation, contract delivery, tenders and growth initiatives.What we're looking for (essential)10+ years' senior operational leadership experience in a service-led environment (heating, plumbing, building services, FM, utilities or similar).Proven experience managing large, geographically spread field teams and office-based functions.Strong working knowledge of H&S and compliance within a regulated environment.Commercially minded, comfortable with budgets, costs, KPIs and operational decision-making.Calm under pressure, solutions-focused, and able to drive high standards and accountability.DesirableTechnical background/qualifications in heating, gas or building services.Experience with scheduling / field service management systems and process optimisation.Package & benefits£100,000 basic salaryPrivate medical insuranceCompany car + fuel card or car allowanceProfit share: 1% of total profits (typically £10k-£15k p.a. based on the last two years)Confidential searchThis vacancy is being advertised discreetly due to the seniority of the role. Company details will be shared with shortlisted applicants only.