Head of Service – WD
Head of Service Fire Suppression
This is a national role, ideally based from London, Birmingham or Manchester, although other locations considered.
The aim of the Head of Service is to manage the implementation of service delivery efficiency and productivity improvements by introducing process and product changes/amendments.
What you will do
Management of Regional Service Managers, managing, leading and motivating to work effectively in order to achieve the goals they have been set.
Maintain a close working relationship with the stakeholders to achieve operational excellence and ensure the department’s goals and standards are maintained and improved.
Plan, schedule and manage the defined business objectives, delivering to agreed timescales, budget and work commitments to maximise productivity and quality of service coupled with analysing and measuring departmental performance to ensure performance targets are met.
Encourage the development of direct reports and teams, ensuring employees are aware of their value within the organisation, a believer and encourager in continuous personal development, providing leadership for the team and effectively managing their performance.
How will you do it
To work with the General Manager to identify areas of improvement in the effectiveness of our service delivery at national level. To achieve overall strategic objectives which include but are not limited to; the roll out of the service commercial plan, engineer effectiveness, growth initiatives, engineers academy, fields engineers, design to win, tools, systems & technology and service sales efficiencies to meet the overall company requirements.
To proactively identify new initiatives that will improve service efficiency and/or productivity and to be instrumental in working with partners and stakeholders to drive growth.
To interface with IT, where applicable, to ensure the appropriate business measures are available to quantify and improve our quality of service and financial performance.
Monitor the progress of each regions service performance and work with their management team to correct any out-of-lines. Expedite 121’s and ensure cadence around all communications and coal face interactions such as Performance Management, team meetings , content and structure.
Liaise with the service bureau’s to ensure best practice is employed nationally. In addition to ensure continued process improvements are introduced within the service bureaus and branch service departments.
To introduce new projects/products/systems into the company to drive efficiency and/or productivity increases. This will be achieved from proof of concept through to full implementation, including measurement of success.
To ensure our processes, performance and practices comply with the relevant inspectorates and codes of practices
Work with QA and QEHS depts. To identify, correct and improve our working practices law legislation, company requirements and corporate bodies etc.
To maintain a working knowledge of trends and initiatives being adopted in both our industry and that of the wider service industry
Maintain a working knowledge of service activities within JCI
Interface with relevant stakeholders to ensure we achieve the support levels appropriate to the service business needs
Undertake any other tasks as required by the General Manager to achieve overall strategy.
What we look for
Solid management experience coupled with relevant employment in a service delivery.
Good interpersonal and communications skills
Health Safety and general legislative awareness matters relating to the Industry
Proven experience of managing the delivery of group projects within the Fire Suppression Industry.
Ability to multi-task and work in a dynamic environment/adjust to change quickly.
Ability to manage and influence both internal & external stakeholders at all levels.
Must have demonstrable success in significant full P&L management
An energetic and inspirational leader
Proven client facing relationship skills
Able to drive incremental improvement in all business performance areas to achieve growth ahead of the market.
Develops potential within the team
To manage the P&L performance for delivery of financial revenue/growth targets to budget/plan.
To manage, and ensure national cadence in respect of all costs which affect the achieved service margin to ensure achievement of budget/plan.
To manage the retention rate of existing customers, and new customers through acquisitive purchase to budgeted levels.
To manage and maintain the Organisational Health score to achieve targeted improvements.
To manage and maintain the requirements of Zero Harm and the EHS Improvement Plan objectives.
To manage and maintain the qualitative and regulatory requirements of the service business, including but not exhaustively – Inspection Performance/Response Time performance/First Time Fix achievements.
To work in partnership with all departments who influence the outcome of these KPI’s.
Job Field Operations
Primary LocationGB-West Midlands-Birmingham
Organization Bldg Technologies & Solutions