We are recruiting a Head of Service Operations is accountable for the leadership, performance and development of Service Operations across the UK, ensuring the effective planning, coordination and management of the operational processes that support end-to-end service delivery..

What will you be doing in this role?

The Head of Service Operations is responsible for ensuring Service Operations has the right leadership, processes, systems and ways of working to meet customer and business requirements and deliver agreed operational and financial performance. This includes responsibility for service planning and scheduling, estimating, service administration, chargeable works, operational performance and continuous improvement.

Working closely with the Head of Field Operations and other key functions, the role will ensure demand, capacity and operational priorities are effectively aligned with field capability and customer commitments, providing a joined-up service from initial customer requirement through to delivery, completion and invoicing.

In addition, the Head of Service Operations will lead the continued development and transformation of the service operation, using data, technology and process improvement to increase efficiency, productivity, service performance and customer outcomes, while creating clear ownership and accountability throughout the service journey.

The Ideal candidate:

You will have significant leadership experience within service operations, service delivery, customer operations or a comparable complex operational environment. Proven management experience within a technology-based, regulated or complex service environment is a must. You will be a results-driven leader, creating clear ownership and with a collaborative mindset and excellent communication skills.

What we offer:

Competitive salary,

25 days holiday + public holidays (pro rata),

Car allowance,

Bonus,

Private healthcare,

Holiday purchase scheme,

Contributory pension,

Range of salary sacrifice schemes,

Paid volunteer day to support a cause you are passionate about,

Enhanced maternity, paternity, adoption and shared parental pay entitlements,

Healthcare cash plan, including free eye tests,

Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: retail discounts, salary sacrifice options, and health and wellbeing support,

EAP WeCare service - including a 24/7 online GP and mental health counselling service,

Boost your learning and growth through access to LinkedIn learning and a Talent Library with over 800 courses, covering subjects from business skills to project management essentials,

A warm and welcoming team environment,

Development and a chance to build a rewarding career.

Key skills and experience:

• Significant operational leadership experience within service operations, service delivery, customer operations or a comparable complex operational environment.

• Proven management experience within a technology-based, regulated or complex service environment.

• Proven experience of leading and developing multi-functional operational teams and managers.

• Proven accountability for operational performance, service delivery, revenue and cost.

• Strong experience of operational planning, resource management, scheduling and capacity management.

• Demonstrable experience of using KPIs, operational data and performance insight to drive action and improve performance.

• Experience of leading operational transformation, continuous improvement and business change.

• Strong customer focus with experience of managing service performance, SLAs and operational escalations.

• Strong commercial acumen with an understanding of the relationship between opera-tional performance, revenue, cost, margin and customer outcomes.

• Demonstrated ability to work across functional boundaries, build strong relationships and influence stakeholders at all levels

• Results driven with a strong operational and commercial focus.

• Excellent communication skills, both verbal and written, able to effectively communicate with colleagues at all levels.

• Collaborative and proactive approach, able to bring different teams and functions together.

Desirable

• Experience of leading service operations within a technology-enabled or regulated service organisation.

• Experience of implementing or improving ERP, scheduling, service management or other operational systems.

• Experience of estimating, quotation-to-invoice, job costing or chargeable service processes.

• Experience of developing operational reporting or using business intelligence tools to support decision-making.

• Lean, continuous improvement or process excellence experience.

• Experience of working within an organisation undergoing significant operational or digital transformation.

If you are not sure if you have the relevant skills or experience, then please apply (only takes a few minutes) and let our team review and come back to you.

Your day-to-day responsibilities will include:

• Lead the Service Operations function, providing clear ownership, direction and accountability across service administration, estimating, scheduling and chargeable works.

• Lead and develop the Service Operations Manager and wider Service Operations teams.

• Own the performance of Service Operations, establishing clear operational standards, responsibilities and ways of working.

• Work closely with the Head of Field Operations to ensure Service Operations and Field Operations operate as one joined-up service.

• Ensure clear ownership and effective hand-offs throughout the end-to-end service journey.

• Lead the operational planning and scheduling framework, ensuring demand and field capacity are effectively aligned.

• Work with the Head of Field Operations and Regional Management to optimise deployment of field resources against customer and business demand.

• Drive improvements in scheduling efficiency, utilisation, productive engineer time and first-time fix through effective planning and performance insight.

• Support short, medium and longer-term capacity and resource planning.

• Identify opportunities to reduce unnecessary travel, overtime and lost capacity while maintaining customer service and operational performance.

• Drive the delivery and accurate capture of Service chargeable revenue.

• Own the operational process from estimating and quotation through to job completion and invoicing, ensuring appropriate controls and timely execution.

• Oversee estimating, job costing and operational margin performance in collaboration with Commercial and Finance.

• Monitor and drive improvement in quotation backlog, turnaround times and invoicing performance.

• Improve cost efficiency and productivity across Service Operations and contribute to revenue, cost and budget forecasting.

• Own the Service Operations performance framework, ensuring appropriate KPIs are defined, understood and consistently reported.

• Ensure accurate visibility of demand, capacity, utilisation, productivity, service levels, backlog, overtime, chargeable revenue and other relevant operational measures.

• Use operational and customer data to identify performance variation, root causes, risks and opportunities and drive appropriate action.

• Work with the Head of Field Operations to provide insight into field performance, while accountability for individual and team field-engineer performance remains within Field Operations.

• Ensure operational performance issues are followed through to resolution with clear ownership and accountability.

• Lead continuous improvement across Service Operations, simplifying and standardising processes to improve efficiency, consistency and customer outcomes.

• Ensure key service processes are documented, understood, consistently applied and regularly reviewed.

• Lead the effective use and development of Service Operations systems and tools, including scheduling and operational reporting.

• Work with IT and other functions to ensure systems, data and technology support operational, financial and customer requirements.

• Embed root-cause analysis and lessons learned to address recurring issues and drive sustainable improvement.

• Ensure Service Operations supports delivery against customer KPIs, SLAs and contractual commitments.

• Work closely with Field Operations, Customer Success and Commercial to deliver a joined-up end-to-end customer experience.

• Act as senior escalation point for Service Operations issues, ensuring clear ownership and resolution.

• Lead organisational and operational change with clarity and empathy.

A bit about us:

Tunstall is a market-leading health and care technology provider.

We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. Our incredible team of around 3,000 colleagues provides life saving and life changing technology and services to millions of people in 18 different countries.

At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. We demonstrate our commitment to diversity and inclusion at each step. From our open, fair, and transparent recruitment processes, through to the many development and career growth opportunities we provide.

Each Tunstall colleague has a superpower… they’re unique. No one else is them, and we think that’s special. Come and join our mission and be part of our team, our One Tunstall team.

Equal Opportunities at Tunstall
At Tunstall, we’re committed to building a team that reflects the diversity of the communities we serve. We welcome applications from people of all backgrounds, experiences, and abilities, and we celebrate the unique strengths each colleague brings. Our recruitment process is open, fair and inclusive, and we’re dedicated to providing any reasonable adjustments you may need to thrive.