Group Service Director

New Yesterday

Group Service Director

Location: Bath Hybrid (Client Travel as Required)
Salary: Circa £80,000 - £100,000 (dependent on experience) Bonus Benefits
Reporting to: Chief Operating Officer
The Opportunity
This is a pivotal, high-visibility leadership role created to architect and scale the Service division into a best-in-class, customer-centric engine for growth and retention. Currently a department with c. £8m turnover, you will be responsible for executing an ambitious plan to grow this to c. £24m over the next three years. This is a unique opportunity to build, shape, and lead a function from the ground up, embedding a high-performance culture and scalable operating model that will support the businesss ongoing expansion, both organically and through acquisition.
Purpose of the Role
To provide strategic and operational leadership for the Service function, ensuring the delivery of exceptional, compliant, and profitable service across all companies (Fire, Security, Electrical). You will be the driving force behind our service culture, leveraging technology and data to optimise performance, ensure regulatory compliance, maximise client retention, and identify revenue growth opportunities through upselling and cross-selling.
Key Responsibilities
Strategic Leadership & Commercial Growth: Develop and execute the strategic growth plan for the Service division, aligning with overall business objectives.
Drive commercial performance through expert management of service contract portfolios, including negotiation, renewals, and pricing strategies.
Build a service function agile enough to integrate new business lines and acquired companies seamlessly.
Identify and capitalise on opportunities for revenue growth through proactive account management, upselling of additional services, and cross-selling across the portfolio (Fire, Security, Electrical).
Operational Excellence & Service Delivery: Assume full P&L and operational accountability for the Service division.
Design, implement, and manage robust processes and operating models to ensure consistent, efficient, and high-quality service delivery.
Ensure all team activities meet and exceed Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and contractual obligations.
Lead and inspire a multi-layered team, fostering a culture of accountability, proactive problem-solving, and exceptional customer service.
Establish and maintain comprehensive dashboards and reporting systems to monitor performance, identify trends, and drive data-led decision-making and continuous improvement.
Compliance, Quality & Safety: Serve as the ultimate authority on service compliance, ensuring all activities adhere to relevant industry regulations and standards.
Maintain and enhance all necessary company and individual accreditations.
Embed a culture of absolute integrity and safety in all service operations.
People & Culture Leadership: Build, mentor, and lead a high-performing, motivated service team. Recruit key talent as the department scales.
Champion our core values, embedding a customer-centric and collaborative team spirit at every level.
Act as a change leader, effectively managing restructuring, process evolution, and integration activities.
Collaborate closely with HR, Fleet, Operations, Finance, and other support functions to align goals, control costs, and implement improvements.
Stakeholder Engagement: Act as a key ambassador for the Service function, presenting at board level and influencing strategy.
Build and maintain strong, strategic relationships with key clients, ensuring high levels of satisfaction and retention.
Work closely with the sales and business development teams to support client retention and new contract wins.
Person Specification - Essential Experience & Skills:
Proven senior leadership experience (e.g., Service Director, Head of Service) within the Fire & Security sector.
Expertise in running multi-region service operations.
Experience in Electrical Compliance is highly advantageous.
Demonstrable experience of leading large, multi-layered operational/service teams within a technical, field-based environment. (Service contracts, SLAs, reactive works, maintenance delivery etc).
P&L Accountability track record.
Strong track record in service contract management, P&L accountability, commercial negotiation, and driving revenue growth through retention and account development.
Possess the ability to challenge engineers, managers and coordinators on technical business aspects, industry standards and best practice in relation to QHSE.
In-depth working knowledge of accredited environments (NSI, BAFE, SSAIB, NICEIC etc.) and the relevant British Standards and regulations governing Fire, Security, and Electrical services.
Proven ability to design, build, and scale service operations. Experience in integrating acquired businesses or new service lines is highly desirable.
Data-Driven Leader: Adept at using service management software, dashboards, and data analytics to drive performance, efficiency, and strategic decision-making.
Change Agent: Excellent change management skills, with experience in restructuring teams and embedding new processes and cultures.
Entrepreneurial Mindset: A forward-thinking, hands-on, and dynamic leader who is both strategic and execution-focused.
Personal Attributes:
Exceptional communication, influencing, and leadership presence.
Resilient, agile, and able to thrive in a fast-paced, growth-oriented environment.
Unquestionable integrity and a commitment to transparency.
A passionate advocate for customer service excellence.
A collaborative leader who builds strong relationships across all levels of the business.

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Location:
Bath
Salary:
£90,000
Job Type:
FullTime
Category:
Customer Service

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