Head of Service Operations

Head of Service Operations – London & Southeast

Are you a senior operational leader with experience in engineering services, lift, construction, or a related technical industry?

Liftec Express – a leading independent provider of lift maintenance, repair, and modernization 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 specializing in lift maintenance, repair, modernization, and installation.

Pedigree: Supporting major infrastructure across commercial buildings, hospitals, retail estates, transport hubs, and government facilities.

Culture: Safety, Ethics & Quality Focused

The Opportunity

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 an 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 organizational 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 – prioritizes 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

• Pension – Aviva
• Car allowance
• Holiday – 25 days plus bank holidays
• Employee Assistance Programme
• Death in Service – 3 x Salary
• Employee Referral Scheme
• Discounts Platform
• Enhanced family policies

Why Join Liftec Express?

• Senior leadership role with full operational and commercial ownership.
• Opportunity to lead a key region within a growing PE-backed business.
• Strong focus on operational excellence, safety, and customer satisfaction.
• Influence business transformation and performance improvement.
• Work with a respected brand in the lift and engineering services sector.

If you are a driven operational leader ready to take ownership of a major region and deliver service excellence at scale, we would love to hear from you. Apply now to explore this opportunity in confidence.

Application notice... We take your privacy seriously. As you might expect, you may be contacted by email, text, or telephone. Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process. Please refer to their Data Privacy Policy & Notice on their website for further details.

Key skills/competency

• Head of Service Operations
• Operational Performance
• Customer Excellence
• P&L Management
• Leadership
• Engineering Services
• Lift Maintenance
• Construction Industry
• Team Development
• EH&S Standards