Head of Service Excellence

Job description

Head of Service Excellence – Electronic Security Industry

Location: UK
Reports to: General Manager
Department: Service Delivery

Job Summary:

The Head of Service Excellence is responsible for ensuring high-quality service delivery, continuous improvement, and operational performance across the company’s electronic security solutions. This role focuses on enhancing customer experience, driving process optimisation, and implementing best practices to improve efficiency and service standards.

With P&L responsibility, the role also involves managing budget allocations, cost control within each business unit, and revenue enhancement strategies within the service excellence function alongside the Service Director.

Key Responsibilities:

1. Service Excellence & Customer Experience

• Develop and execute service excellence strategies to ensure high-quality security system maintenance, small works and support.
• Monitor service KPIs including all contractual SLAs, including response times, system uptime, resolution efficiency, and customer satisfaction (CSAT).
• Deliver the customer feedback process to enable the business to enhance service improvements and drive retention.
• Standardise and enforce best practices across field service teams, technical support, and remote monitoring.
• Manage all helpdesk delivery and functional drivers to help maintain and enhance service performance across the ISS Group.
• Ensure contractual financial penalties are mitigated.

2. P&L Management & Financial Oversight

• Manage budget allocations and cost efficiencies within the service excellence function.
• Identify cost-saving initiatives without compromising service quality.
• Develop revenue-enhancing strategies through service contract optimisation, efficiency gains, and process automation.
• Monitor and report on financial performance metrics related to service improvements and operational efficiencies.

3. Process Improvement & Performance Optimisation

• Lead continuous improvement initiatives alongside the Service Director.
• Develop and implement Standard Operating Procedures (SOPs) to ensure consistent service delivery.
• Optimise resource allocation, workforce planning, and service workflows to maximise efficiency.
• Work closely with operations teams to eliminate bottlenecks and streamline service processes.

4. Compliance, Risk Management & Quality Control

• Ensure compliance with industry standards, cybersecurity regulations, GDPR, and health & safety requirements.
• Conduct regular service audits, risk assessments, and quality assurance reviews.
• Implement data-driven decision-making to improve service reliability and operational performance.

5. Technology & Innovation

• Drive digital transformation initiatives by leveraging AI diagnostics, IoT-based remote monitoring, and automation.
• Enhance service efficiency through CRM integration, field service management platforms, and predictive maintenance tools.
• Stay ahead of emerging trends in electronic security technology and service optimisation.

6. Leadership & Team Development

• Lead, mentor, and develop a high-performing service excellence team.
• Implement training programs to upskill employees in customer service, technical troubleshooting, and efficiency improvement.
• Foster a culture of accountability, continuous learning, and operational excellence.

Key Qualifications & Skills:

✅ Education: Bachelor's or Master’s degree in Business Administration, Operations, Engineering, Security Technology, or related field.
✅ Experience: 8+ years in service operations, quality control, or customer experience leadership, with at least 3-5 years in the electronic security industry.
✅ P&L Management: Experience in budgeting, cost control, and financial performance tracking.
✅ Industry Knowledge: Strong expertise in CCTV, access control, intrusion detection, and remote monitoring solutions.
✅ Skills:

• Proven track record in service improvement, customer experience, and operational efficiency.
• Expertise in performance metrics, service KPIs, and process automation.
• Strong understanding of compliance, cybersecurity, and risk management.
• Ability to drive digital transformation and technology-driven service improvements.
• Strong leadership, stakeholder management, and communication skills.

Extra information

Status

Closed

Education Level

Secondary School

Location

London

Type of Contract

Casual / Part Time Jobs

Profession type

Logistics jobs

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English