Head of Field Service Operations (UK & Ireland)
Job Description
Summary of Position: We are seeking an experienced and results-driven Head of Field Service Operations to lead all field-based operations across the UK and Ireland. This strategic leadership role is responsible for the successful delivery of a large-scale Reverse Vending Machine (RVM) rollout programme, alongside the ongoing management of a nationwide field service operation. Leading a team of Field Operations Managers and a significant engineering workforce, you will drive operational excellence, service performance, workforce scalability, and customer satisfaction while ensuring safe, efficient, and consistent delivery across all regions.
Key Responsibilities:
Lead and develop a national field operations function, providing direction and support to Field Operations Managers and regional engineering teams.
Oversee the successful delivery of a large-scale installation programme, ensuring rollout targets, milestones, and timelines are achieved.
Ensure field service operations consistently meet customer SLAs, contractual requirements, and operational performance standards.
Monitor and improve key operational metrics, including productivity, utilisation, first-time fix rates, backlog management, and service efficiency.
Establish a high-performance culture focused on accountability, continuous improvement, and operational excellence.
Drive workforce planning, recruitment, onboarding, and capability development to support both rollout and ongoing service demands.
Act as the senior escalation point for field-related operational issues, ensuring timely resolution and effective risk management.
Collaborate with cross-functional teams including Service Centre, Operations Support, Logistics, HR, and HSQE to optimise field performance.
Ensure all field activities comply with health, safety, quality, and environmental standards and legislation.
Provide clear reporting, performance insights, and strategic recommendations to the Director of Operations.