Head of Service
Job description
Original text imported from Reed
Our client is recruiting a brand new Head of Service/ Service Manager position as they drive improvements and strategy within there service planning team.
Overview
You will take the reins of the entire service operation. You will lead a dedicated team of Service Coordinators, optimise operational workflows, and spearhead the commercial growth of the service department.
Key Responsibilities
- Full ownership of day-to-day service delivery, covering both planned maintenance contracts and reactive breakdown callouts.
- Manage, mentor, and professionalise the service team, setting high performance standards and a culture of radical accountability.
- Define and drive service SLAs and KPIs. You will be expected to use data to identify trends, eliminate inefficiencies, and improve the bottom line.
- Actively identify opportunities to expand the division, upselling maintenance solutions and raising the profile of the service business
- Serve as the senior escalation point for complex client issues, ensuring resolutions that reinforce customer trust.
Desirable Skills
- You have successfully led service management or operational teams, ideally within Planning Management, Fleet Management, Building Services, Construction, Fire and Security or Engineering
- Strategic approach, experience in process improvement and service strategy
- You have commercial awareness and consider yourself to be confident when making decisions
- Confident, concise, and professional when dealing with everyone from field engineers to senior stakeholders.
Why Apply?
This is a rare opportunity to step into a high-autonomy role where you can truly make an impact. You'll be joining a stable, highly-respected firm with a clear mandate to grow the business.
Key skills
AI-extracted from the job advert
Application advice
5 AI-generated recommendations to maximise your chances.
⭐ Open your CV with a Personal Statement that explicitly names 'Head of Service' or 'Service Manager' and references SLA/KPI ownership, as the advert lists these as central responsibilities.
📊 Quantify your service leadership impact: e.g. 'Reduced reactive breakdown response time by 22%, managing a team of 12 coordinators across 3 regions'.
🎯 Highlight sector experience in Planning Management, Fleet, Building Services, Fire & Security or Engineering — the advert lists these as the preferred industry backgrounds, so name your sector clearly in your opening profile.
🌐 Demonstrate commercial growth achievements: include a bullet showing revenue generated through upselling maintenance contracts or expanding a service division, as commercial growth is a stated priority.
🤝 Include a dedicated 'Key Achievements' section showing measurable improvements to service delivery culture, such as introducing accountability frameworks or reducing client escalations by a specific percentage.
Suggested CV bullets
3 bullets our AI drafted for this specific advert, mirroring its ATS keywords.
Add these 3 bullets under your most recent experience:
- •Restructured a 10-person service coordinator team around a new SLA framework, cutting average reactive breakdown response time from 6 hours to 3.5 hours within 6 months.
- •Identified and converted 14 new planned maintenance contract upsells within the existing client base, generating £180,000 in additional annual recurring revenue.
- •Introduced a weekly KPI dashboard tracking 8 performance metrics across planned and reactive workstreams, reducing repeat client escalations by 35% year-on-year.
Free to copy — tailoring requires a 30-sec CV upload.
Your cover letter is ready
We've drafted a cover letter for Right Now Group. Preview the opening, then unlock the full personalised version.
Letter preview — tailored to Right Now Group
Dear Hiring Manager,
Right Now Group's Head of Service position stands out as the kind of mandate I have been building towards — full ownership of a service operation with a clear brief to professionalise the team and grow the division commercially. With hands-on experience defining SLAs and KPIs, managing planned maintenance contracts, and leading service coordinator teams, I am confident I can deliver the operational rigour and commercial momentum this role demands.
My background in service operations management has seen me reduce reactive escalations, implement data-driven performance frameworks across multi-site teams, and identify upselling opportunities that added measurable revenue to the service division. I have worked closely with field engineers and senior stakeholders alike, maintaining the professional and concise communication style your client values.
Free signup, no card needed. Export to PDF/Word requires a £1.99 trial (14 days).
Interview questions
10 questions generated from this advert.
Technical
- ›How have you designed and implemented SLAs and KPIs for a service department, and what data tools did you use to track them?
- ›Describe your approach to managing both planned maintenance contracts and reactive breakdown callouts within the same team.
- ›What process improvement methodologies have you applied to eliminate inefficiencies in a service operation?
- ›How have you used data analysis to identify trends and improve the commercial performance of a service division?
- ›Walk us through how you would structure a service coordinator team to maximise responsiveness and accountability.
Behavioural
- ›Tell me about a time you took full ownership of a failing service operation and turned it around.
- ›Describe a situation where you identified a commercial opportunity within a service department and successfully converted it into revenue.
- ›Give an example of how you handled a complex client escalation that was threatening the relationship.
- ›Tell me about a time you had to set and enforce high performance standards with a team that was resistant to change.
- ›Describe a moment when you had to make a significant operational decision with limited information — what was your process?
STAR answer examples
Model answers using the Situation-Task-Action-Result framework. Adapt to your own experience.
Tell me about a time you took full ownership of a failing service operation and turned it around.
Describe a situation where you identified a commercial opportunity within a service department and successfully converted it into revenue.