Head of Field Service Operations (UK & Ireland)

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

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Lead and develop a national field operations function, providing direction and support to Field Operations Managers and regional engineering teams.

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Oversee the successful delivery of a large-scale installation programme, ensuring rollout targets, milestones, and timelines are achieved.

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Ensure field service operations consistently meet customer SLAs, contractual requirements, and operational performance standards.

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Monitor and improve key operational metrics, including productivity, utilisation, first-time fix rates, backlog management, and service efficiency.

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Establish a high-performance culture focused on accountability, continuous improvement, and operational excellence.

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Drive workforce planning, recruitment, onboarding, and capability development to support both rollout and ongoing service demands.

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Act as the senior escalation point for field-related operational issues, ensuring timely resolution and effective risk management.

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Collaborate with cross-functional teams including Service Centre, Operations Support, Logistics, HR, and HSQE to optimise field performance.

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Ensure all field activities comply with health, safety, quality, and environmental standards and legislation.

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Provide clear reporting, performance insights, and strategic recommendations to the Director of Operations.