Head of Service Operations - Lift Servicing & Maintenance (London/SE)

About the role

This is a pivotal role leading Liftec Express' service and repairs operations across London and the Southeast. You will take full ownership of operational delivery, ensuring safe, reliable and high-quality service while driving efficiency, productivity, customer satisfaction and profitability. Working closely with the Managing Director and leadership team, you will lead a large operational team and play a key role in developing a high-performance, customer-focused culture.

Responsibilities

• Operational Leadership & Delivery
• Lead the safe delivery of lift maintenance and repair services across the region
• Ensure service delivery meets contractual commitments and customer expectations
• Drive operational efficiency through planning, scheduling and resource allocation
• Implement and monitor service processes and KPIs including productivity and response times
• Commercial & P&L Ownership
• Take full responsibility for regional P&L performance
• Deliver revenue, margin, profitability and cash targets
• Identify opportunities to grow the service portfolio and expand customer relationships
• Customer & Stakeholder Management
• Build strong relationships with key customers, consultants and stakeholders
• Act as escalation point for operational and service-related issues
• Ensure high levels of customer satisfaction and long-term retention
• Leadership & Team Development
• Lead, coach and develop Service Delivery Managers, Repair Managers and engineers
• Build and maintain a high-performing, accountable culture
• Drive engagement, performance and continuous improvement across teams
• Compliance, Safety & Governance
• Maintain the highest EH&S standards across all operations
• Ensure compliance with regulations, industry standards and company policies
• Support cross-functional and regional initiatives across the business
• About You
• You are an experienced operational leader with a strong track record in engineering services, lift, construction or a related technical industry.
• You will likely have
• Proven experience in a senior operational leadership role
• Strong track record of improving operational performance and profitability
• Experience managing P&L and delivering commercial targets
• Ability to build relationships with major clients and senior stakeholders
• Experience leading and developing high-performing teams
• Strong organisational skills with high levels of ownership and accountability
• Excellent communication skills across technical and non-technical audiences
• Confidence handling escalations and complex operational challenges
• Commercial awareness with the ability to identify growth opportunities
• Experience within a transforming, scaling or turnaround business environment would be highly beneficial.
• Behaviours & Values
• Open-minded and inquisitive - embraces continuous improvement
• Extreme ownership - takes accountability for results and solutions
• Customer centric - prioritises long-term relationships and service excellence
• Honesty and integrity - acts with transparency and professionalism
• Doing the basics brilliantly - focuses on safety, discipline and consistent execution

Benefits

Additional Information

Regional Leadership. Operational Performance. Customer Excellence. Are you a senior operational - change & transformation leader with experience in engineering services, lift, construction or a related technical industry ? Liftec Express - a leading independent provider of lift maintenance, repair and modernisation services - is looking for a Head of Service Operations (London & Southeast) to lead one of its most critical regions. This is a high-impact leadership role responsible for safety, operational performance, customer satisfaction and full P&L ownership, driving service & repair excellence across a large and complex service portfolio. You'll play a key role in shaping operational standards, improving performance and supporting the continued growth of the business. The Role at a Glance Head of Service Operations (Service & Repairs) Dartford, Kent - covering London & Southeast Competitive Base Salary Plus Extensive Benefits Package inc Car Allowance, Bonus, Generous Pension Full Time Company: Pioneer of the British lift industry. Formerly part of global brand Otis - now Private Equity-backed by R Capital. An independent engineering services provider specialising in lift maintenance, repair, modernisation and installation. Pedigree: Supporting major infrastructure across commercial buildings, hospitals, retail estates, transport hubs and government facilities. Culture: Safety, Ethics & Quality Focused

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