Job Description
Head of Operations
Location: Kent
Reports to: Chief Support Officer
Our client are a rapidly growing technical services group operating across FM, M&E, and specialist engineering. They are scaling through organic growth and acquisition, with a strong focus on operational excellence, technology adoption, and AI-driven efficiency.
The opportunity
You will take full ownership of Service Operations across the Group — people, process, systems, performance, and culture.
Key responsibilities
Service Operations leadership
* Lead and develop a multi-site team of Service Coordinators and Account Leads
* Build a high-performance culture based on accountability, ownership, and continuous improvement
* Own recruitment, onboarding, performance management, and capability development
️ Operating model transformation
* Design and implement a single Group-wide operating model across all businesses
* Standardise core workflows including:
* Job intake & scheduling
* Planned preventative maintenance (PPM)
* Compliance tracking
* Escalation management
* Billing support
* Establish consistent KPIs and weekly reporting rhythms across all entities
AI & automation enablement
* Partner with the Applied AI Lead to identify and implement automation opportunities
* Drive adoption of AI tools across the service function
* Eliminate manual processes and reduce operational inefficiency
* Champion a technology-first mindset across the team
M&A integration & scalability
* Own the Service Operations integration playbook for acquisitions
* Ensure new businesses are onboarded into Group systems within 30 days
* Maintain operational capacity for future acquisitions and growth
Client & engineer experience
* Ensure all clients and engineers have named operational support
* Improve response times, first-time fix rates, and service quality metrics
* Oversee customer experience and escalation resolution processes
* Support development of a self-service customer portal
What we’re looking for
Essential
* Experience leading a service operations, helpdesk, or field service coordination function (15+ people)
* Proven ability to transform operations, not just manage them
* Strong understanding of CAFM / field service systems (SimPro ideal)
* Experience improving efficiency, process design, or service delivery models
* Multi-site or multi-entity operational experience
* Strong change management capability
Preferred
* Background in FM, M&E, building services, or technical services environments
* Experience in PE-backed, acquisitive, or fast-growth organisations
* Exposure to automation, AI tools, or workflow optimisation initiatives