Head of Service

We're looking for an experienced, customer-focused, operationally sound Head of

Head of Service

Service to lead our Service department. This is a senior leadership role with full strategic and operational responsibility for technical support, repairs, and after-sales service, spanning a team that covers dispatch, parts, technical, and quality functions.

If you are a results-oriented leader who thrives on building high-performing teams, driving revenue growth, and delivering exceptional customer outcomes, we want to hear from you.

Core Functions:

• Develop and execute the strategic plan for revenue and profitability growth across the service business unit.
• Design and implement service policies, operational procedures, and continuous improvement plans.
• Oversee the end-to-end activities of Dispatch & Scheduling, Parts, Technical, and Quality & Training functions.
• Monitor service delivery metrics and drive corrective action where KPAs are not achieved.
• Develop and manage the service department budget, covering labour, parts, and overheads.
• Collaborate with B2B and Retail teams to ensure service commitments are consistently met.
• Lead escalation management for complex or unresolved service issues.
• Ensure compliance with health, safety, and technical standards across all service operations.
• Support recruitment, onboarding, and development of service department staff.
• Lead the operation and sales of counter parts to drive incremental revenue.

Qualification, Experience, and Skillset Requirements:

• Bachelor’s degree in business administration, Operations, Engineering, or a related field.
• A postgraduate qualification (MBA or equivalent) is advantageous.
• Minimum of 5 years in a senior leadership or management role overseeing multi-functional teams.
• Demonstrated experience managing P&L or a revenue-generating business unit.
• Proven track record in service contract management, parts operations, and technical workforce management.
• Experience across B2B and retail service environments is strongly preferred.

Technical Knowledge:

• Working knowledge of service management systems — job scheduling, dispatch, and CRM platforms.
• Familiarity with health, safety, and technical compliance standards.
• Understanding of parts inventory management and supply chain principles.

Key Attributes Desired:

• Business savvy
• Strategic thinker
• Operational leader
• Data-driven
• People developer
• Customer focused
• Cross-functional collaborator