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

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 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

• 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 sat