Location: London - Heathrow
Introduction to role
The Head of Service is a key role within the Senior Leadership Team in Vanderlande, UK. Working closely with the Key Account Director for Heathrow, you will be responsible for the strategic and operational leadership that ensures the successful development and execution of the service vision.
Role ResponsibilitiesYou will provide solid and visible leadership to the Service Teams, including building and transforming teams and creating and embedding a strong leadership culture.You will ensure efficient and effective controls are in place and consistently deliver high operational confidence, service delivery, and financial performance. You will also ensure that we operate commercially and cost-effectively by quickly identifying and mitigating all significant risks and issues and minimising the impact.
Your responsibilities and activities will include:
- Deliver outstanding services to our customers throughout the lifecycle supported by building meaningful, influential relationships across the internal and external partner chain.
- Lead, mentor, coach, and foster a culture of accountability with a direct team of 5 service managers responsible for a team of c. 400. Drive strategic resource planning, including hiring strategy, personal development, talent management and succession planning.
- Define and implement the service strategy and roadmap considering other existing strategies, including our partners, to ensure we are aligned on deliverables and goals.
- Maintain clear governance of Contract performance across cost, asset, performance, compliance, risk, opportunities realisation (Value), and HSEQS targets.
- Responsible for executing our service proposition to deliver exceptional performance by setting clear objectives and targets, seasonal planning activities, and incident management to include robust testing of operational plans across all delivery teams.
- Through leadership and engagement, define, support, and sponsor outcome-based transformation, focusing on enhancing efficiency and effectiveness to achieve Operational Excellence with a focus on safety.
- Facilitate collaboration between teams based in the UK and EMEA LATAM to ensure seamless initiative execution into a live operation and share learnings on service processes and practices in pursuit of improvement across all customer accounts.
- Monitor and take actions to improve key performance indicators (KPIs) to track progress and identify opportunities for optimisation across Operations and Maintenance remit.
- Ensure active participation in the (early) sales and project phases to ensure a growing installed base and a smooth handover from project to service.
- Actively contribute to improving and defining new standards.
- Responsible for working closely with Finance Business Partner to ensure control of the Strategic Partnership budget.
Role Qualification and Skills
- You'll have experience in operations and leadership, ideally within a customer-centric business.
- You are a strong communicator who carefully considers your internal and external audience and positions information accordingly, leading to more meaningful relationships, understanding, success, and productivity.
- You enjoy building relationships in a high-performance environment and have an
- You have the skills to adapt to rapid changes and are used to consistently meeting or exceeding set targets.
- You have previous experience managing and motivating large teams within a large-scale, complex, and dynamic operational environment, including Industrial Relations experience.
- A motivated, driven, resilient individual who can influence people at all levels and, in turn, develop effective working relationships which promote teamwork.
- Able to manage all aspects of your direct reports: welfare, safety, objectives, career planning, discipline, and training.
- You have an innovative approach to problem-solving. You are well-versed in using continuous improvement tools and methodologies supported by quality data in our ongoing pursuit to improve our processes and overall service offerings.
- Adaptable and with a passion for driving positive change.
- You see the value in seeking innovative technical solutions.
- Experienced in Service and Contract Management.
- Demonstrates strong operations and change management skills.
- You establish and work with a network quickly to deliver promptly, focusing on Safety, Service, and Quality.
What we offer
- 28 days of annual leave (excluding public holidays)
- Bupa Medical Cover
- YuLife - Wellbeing membership with fast access to GP appointments, promotion of health and wellbeing along with daily quests to gain Yucoins that can be swapped for shopping vouchers
- Perkbox includes things such as free eye tests at Specsavers including discounts on Glasses, free cinema vouchers and a weekly free coffee from Nero. Along with hundreds of savings on day-to-day shopping, trips etc.
- A challenging work environment with lots of opportunities of career progression.
- Cycle to work scheme
- Pension with Aviva
Diversity & Inclusion
Vanderlande is an equal opportunity/affirmative action employer. Qualifies applicants will be considered without regards to race, religion, color, national origin, gender, sexual orientation, age marital status or disability status. If you feel there is a barrier that potentially prevents you from applying, we are always happy to discuss or explore, any reasonable adjustments can be made to support your application.