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

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 TimeCompany: 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 FocusedThe 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.ResponsibilitiesOperational 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 timesCommercial & 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 relationshipsCustomer & 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 retentionLeadership & 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 teamsCompliance, 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 businessAbout 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 executionBenefits • 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 policiesWhy 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 sat