Head of Service Delivery at 2468 Group
2468 Group helps businesses create better workplaces by making breaks matter. We provide breakroom solutions, including coffee, water, vending, and snacks, helping our customers keep their teams refreshed, productive, and engaged. We are looking for a Head of Service Delivery to join our team.
Purpose of the Role
Lead the end-to-end delivery of all field operations, ensuring installations, repairs, servicing and maintenance activities are planned, resourced and executed safely, efficiently and profitably. Own operational performance through robust planning, KPI management and leadership of the planning and operational management teams.
Key Responsibilities
Service Delivery
- Own the end-to-end delivery of all installations, repairs and preventative maintenance.
- Ensure every installation progresses efficiently from order receipt through planning, scheduling, installation, completion and invoicing.
- Drive consistency, quality and customer satisfaction throughout the delivery process.
- Identify bottlenecks and implement process improvements to improve operational efficiency.
Planning & Resource Management
- Lead the national planning function.
- Ensure engineers and installation teams are deployed effectively to maximise productivity and minimise travel and downtime.
- Balance workload across repairs, servicing and installations.
- Manage operational capacity and forecast future resource requirements.
Operational Performance
- Own all field operational KPIs including:
- Repair response times
- First Time Fix
- SLA performance
- Preventative Maintenance completion
- Installation lead times
- Engineer output
- Customer satisfaction
- Develop and continually enhance the operational KPI suite and reporting dashboards.
- Use performance data to drive accountability and continuous improvement.
Leadership
- Lead the Planning Team and Operational Managers.
- Set clear objectives and performance expectations.
- Coach and develop managers to improve operational performance.
- Foster a culture of ownership, accountability and continuous improvement.
Commercial & Financial Control
- Ensure timely mobilisation, completion and invoicing of installations.
- Monitor operational costs, productivity and utilisation.
- Work closely with Sales, Customer Experience and Finance to ensure smooth project delivery and revenue recognition.
Continuous Improvement
- Review operational processes and implement improvements.
- Standardise planning and installation processes across all regions.
- Drive greater utilisation of operational systems and reporting.
Reporting Structure
Reports to
Direct Reports
- Planning Team
- Operational Managers
Job Type: Permanent
Experience:
- SLA-driven, field-based service environments: 3 years (preferred)
- Customer Experience, Service Management or Customer Success: 5 years (preferred)
Work Location: In person
