Head of Service Management

Head of Service Management

Regular travel to Denmark will be involved

Salary: £70,000 - £80,000 (depending on relevant experience)

Monday - Friday, office hours

Holiday entitlement: 32 days (including 8 Bank Holidays)

Kettering area. Travel to Denmark as part of your core responsibilities.

Permanent

Match Recruitment are working in partnership with their client based in Kettering. Our client is a leading manufacturing firm with multiple brands within its group.

In this role of Head of Service Management, you’ll be responsible for covering the UK and Denmark with heading their Workshop Service Stations and Aftersales offering. You’ll have two Managers reporting to you, each leading a team of 7. You’ll also be directly responsible for 14 field-based engineer team members.

Given that approximately 50% of this role’s focus will be on overseeing operations in Denmark, regular international travel—typically around once per month will be required.

In this role, a primary objective will be to strengthen the Aftersales division by streamlining processes, increasing operational profitability and in collaboration with your other Head of Department colleagues support in further strengthening on our client’s market leading reputation. Another important part of your job will be developing a clear plan for future growth and service improvements. You’ll also monitor and report on quality costs and work with the engineering team to make any necessary improvements.

Summary of your day to day duties in our client’s own words:

• To deliver the Service plan in line with budgetary commitments through strong people management in line with the Company’s values. This role is influential and ultimately supports to cascade the Senior Management Strategy and Vision to the wider workforce.
• To set the standard. With a growing workforce and an expected increase in employee recruitment, to ensure training, timekeeping, and employee behaviours are aligned to that of a high performing team through consistent and clear communication whilst upholding and demonstrating the Company Values.
• To lead and develop/ build a team, driven to improve our client’s Service Proposition, during a time of extensive growth with the overarching aim to increase product "up-time"
• Working with HR to ensure all employee related issues, be that holidays, timekeeping, absences, etc., are managed in line with the Company handbook such that best practice is applied repeatedly.
• To apply an organisational mindset that results in effective decision-making whilst considering the commercial impact of decisions made; to offset corporate risk by assessing short to long term risks linked to decisions and implementing mitigating actions.
• To develop a robust Service Roadmap that provides a scalable and costed plan for growth, anchored to the Customer Charter.
• Manage all external service providers i.e. subcontractors and review contracts as needed to be able to maximize profitability whilst reducing subcontractor spend through improved productivity.
• Maintain a positive attitude while leading a team of Field Service Engineers, Workshop Engineers, and Centralised Service Office Teams in an efficient, professional, and productive manner.
• Monitor top tier customer problems to ensure a high level of response time and proper problem resolutions, with alignment to the Customer Charter and business proposition of improving "up-time" for Customers.
• Must be an excellent communicator and speaker both online, in written interactions, and face-to-face customer service interactions.
• Ensuring all Workshop and Field Service Engineers are trained on all products to enable a flexible service.
• To report on the monthly "Cost of Quality", to analyse in-build Quality data, and to ensure information is cascaded down through the Supervisory team, whilst feeding any Engineering changes/ suggestions through the Engineering team.

Please apply today to learn more and be considered and shortlisted.

Match Recruitment Ltd is a Recruitment Agency and Employment Business and REC Corporate member based in Wellingborough and operating across Northamptonshire and nearby areas. If you haven’t received contact within 72 hours, please consider yourself unsuccessful on this occasion. Please don’t be despondent and feel free to apply to future job adverts.