Position: Head of Service Operations UK & Europe
This is an opportunity to join one of the leading names within the coffee industry in a vital and exciting role. We are seeking a Head of Service Operations.
An excellent ‘built-in’ career progression opportunity.
Role Summary
This role will lead UK & Ireland Service Operations (Supply Chain, Technical, Field Service, Workshop and Planning), working collaboratively and effectively with a wide range of stakeholders in a matrix organisation: Business Unit Directors, CEO, Commercial Leads, Finance Directors, Suppliers and Key customers. This is approx. 250 employees UK&I and then 700 employees overall in Europe.
This role will require a strategic and hands-on approach, to establish a strong Service Operations profit centre supporting the commercial platform.
After 1 year, you will roll your proven service operations model in Europe located in Spain, Switzerland, and The Netherlands.
Reports To
Out-Of-Home Commercial Director, Europe.
Location
Flexible. Regular and sustained travel to Milton Keynes required in the first year and then European travel as the role evolves.
Key responsibilities
- Provide a clear strategic direction for Service Operations. Develop and implement new ideas/fresh perspectives.
- Driving efficient processes and work practices, ensuring that the operation is optimised for profitability, service standards and delivery of Service Level Agreements (SLAs). Build a culture of continuous improvement to drive costs out of the Service Operation, resulting in the delivery of the agreed Service P+L.
- Deliver customer satisfaction, retention, growth, and value from the Service Operation. Drive improvements in customer satisfaction by leveraging customer feedback programmes and direct customer engagement to accelerate the implementation of effective solutions.
- Ensuring that there is a close working relationship between Commercial and Service operations, so that customer needs are met and exceeded, whilst driving a profitable outcome for the company.
- Working with Commercial, ensure that key customer SLAs are profitable and fit for purpose through analysing and reporting with data. Ensuring that there is full clarity of the commercial impact of SLAs with customers.
- Provide day-to-day strong leadership, management, and motivation to Supply Chain, Technical, Field Service, Workshop and Planning operations, fostering excellent communication between all teams.
- Working with key equipment suppliers to improve our operations and customer offering, sourcing improved offerings to the market, and enhancing machines already in the market.
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- Optimise existing inventory (coffee machines, cleaning packs and spare parts) to reduce inventory stockholding.
- Propose, support, and justify budgeting requirements.
- Promote a safe working environment, ensuring compliance with applicable quality management systems and compliance with all company and industry regulatory requirements for quality, safety, and environmental considerations.
The Person
- Energy, intelligence, pace and the ability to grow and develop, moving from UK&I ownership to a broader remit across Europe.
- A hands-on leader with a strong service delivery background. Ability to lead, develop and motivate a geographical and functional diverse team - from senior managers to shop floor employees, providing continuous improvement and guidance on strategic and operational issues.
- A wealth of knowledge and experience of both theoretical and practical aspects of service operational management within a multi-site, cross border operation, that delivers a strong service P+L.
- Experience of working proactively and in partnership with, demanding large national accounts, to deliver a ‘win-win’ outcome.
- A solid technical aptitude, which allows support and understanding for the requirements of the Technical Team.
- The ability and track record of building strong relationships both internally and externally. A customer focused approach.
- Impressive commercial acumen, analytical skills, and project management.
- Service systems/IT optimisation. Transitioning from one system to another desirable.
- Effective communication, influencing and persuasion skills.
- Experience of leading change in a fast-moving environment.
- alignment to our values: Courage – moving forward with ambition. Ensures accountability, cultivates innovation.
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- – collaboration and co-creation, generates and maintains a positive team spirit.
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- – ethics and responsibility. Creates a team environment that respectfully values difference. Is honest and credible.
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- this role sounds like a strong match for your skills and aspirations, and one you can make a positive impact in, please get in touch for further information