The Chief Operating Officer (COO) will hold full operational responsibility for all service operations across the UK. This role is accountable for delivering safe, efficient, profitable, and customer-focused performance across all regional divisions and specialist operations.
This is a critical appointment within a private equity-backed, high-growth business, where operational performance directly drives EBITDA and enterprise value.
The successful candidate will combine strong commercial acumen with hands-on operational leadership, driving margin performance, service excellence, engineering productivity, and operational consistency across a national, multi-site field service organisation.
Key Responsibilities
Operational Leadership
* Lead all operational divisions with full accountability for performance, consistency, and execution
* Establish and maintain a unified national operating model
* Own and lead weekly KPI and performance reviews across all regions
* Drive continuous improvement across engineering, scheduling, and customer service functions
* Support integration of acquisitions and regional expansion
Margin Control & Profitability
* Take full ownership of EBITDA performance and operational margin improvement
* Drive efficiencies through productivity, routing optimisation, and cost control
* Improve commercial performance across repairs, quotations, and service delivery.
* Maintain strict financial discipline across suppliers, subcontractors, and operational spend
Service Division Ownership
* Take full responsibility for the core service division
* Ensure performance consistency across key metrics
Customer & Commercial Performance
* Lead customer relationship strategy and escalation management
* Maintain high levels of customer satisfaction, retention, and recurring revenue
* Support account management teams in delivering commercially sustainable solutions
Branch & Regional Leadership
* Lead and develop Regional Directors and Branch Managers
* Drive accountability through robust reporting and performance frameworks
* Ensure consistency of delivery, process, and customer experience across all regions
Engineering Performance & Workforce Optimisation
* Maximise engineer productivity, utilisation, and routing efficiency
* Improve operational density and reduce travel inefficiencies
* Align workforce capability with service demand
* Lead workforce planning, recruitment strategy, and capability development
Supply Chain & Operational Efficiency
* Manage supplier and subcontractor relationships to ensure performance and value
* Conduct structured supplier reviews and maintain strong commercial control
* Reduce subcontractor dependency through internal capability development
* Collaborate with innovation teams to improve operational efficiency and service delivery
Key Skills & Experience
* Proven success in a senior operational leadership role within a multi-site service, engineering, or field service business
* Strong track record of driving EBITDA growth and operational margin improvement
* Experience leading national field engineering operations across multiple regions
* Deep understanding of service KPIs, utilisation, routing, and operational optimisation
* Demonstrated ability to lead geographically dispersed teams and branch networks
* Experience within a private equity-backed or high-growth environment is highly desirable
* Strong commercial mindset with the ability to balance operational delivery and financial outcomes
Personal Attributes
* Highly commercial, results-driven, and accountable
* Hands-on, proactive operational leader who takes ownership without waiting for direction
* Strong cultural alignment with a collaborative, non-hierarchical environment
* Confident decision-maker with the ability to operate at pace
* Excellent communicator across all levels of the organisation
* Analytical and data-driven
* Resilient and adaptable in a fast-moving, high-growth environment