Service Manager Business Operations in Bath, Somerset

Head of Service Operations Bath, UK Nigel Wright Group is delighted to be partnering with BWS Group on the appointment of a new Head of Service Operations. This is a unique opportunity to join a growing and ambitious organisation at a pivotal stage in its development. Are you a proven operational leader who thrives on creating exceptional customer experiences, building high-performing teams and driving continuous improvement? BWS Group is seeking an outstanding Head of Service Operations to lead and transform its customer-facing service operation. This is a pivotal leadership role with the opportunity to shape the future of a growing, multi-disciplinary business operating across fire, security, electrical and compliance services. This role offers the scope, influence and responsibility of a director-level position, while remaining open to ambitious Heads of Function, Operations Leaders and Service Managers ready to take the next step in their career. This is far more than an engineering management role. BWS customers rely on the business to keep their people, property and operations safe. When customers need support, the expectation is simple: respond brilliantly. The Head of Service Operations will build and lead a customer-focused service organisation where customer enquiries are handled professionally, reactive demand is controlled, work is scheduled effectively, engineers are productive, and customer commitments are consistently delivered. Reporting directly to the Group COO, you will lead service operations across the Group, bringing visibility, structure and accountability to every stage of the customer journey. You'll play a central role in helping the business scale while maintaining service excellence. The Business BWS Group is a fast-growing fire, security and electrical services business with a strong reputation built over more than three decades. With ambitious growth plans, ongoing investment and a strategy that includes both organic growth and acquisition, the business is entering an exciting new phase of development. As the Group continues to expand, the focus is on creating a consistent, scalable operating model that delivers outstanding service to customers while providing excellent opportunities for talented people to develop their careers. As Head of Service Operations, you will take responsibility for the end-to-end performance of service delivery across the Group, including customer contact, scheduling, maintenance, reactive works and field operations. Leading customer service, planning and field service teams. Driving service quality, SLA performance and customer satisfaction. Developing and coaching managers to build a high-performance leadership team. Creating clear operational rhythms, metrics and performance management disciplines. Working closely with technical and compliance teams to ensure regulatory standards are consistently achieved. Supporting growth initiatives, acquisitions and integration activity. Delivering strong commercial performance through improved productivity, retention and recurring revenue growth. You may currently work in service operations, customer service, field operations, logistics, utilities, telecoms, facilities management, maintenance services, automotive or another high-volume customer-focused environment. What matters most is your ability to lead people, improve performance and build scalable service operations. Significant leadership experience within customer service, service delivery or operational environments. A track record of improving service quality, responsiveness and consistency. Strong performance management and KPI-driven leadership. Commercial awareness and understanding of service profitability. The resilience and adaptability to succeed within a fast-growing business. Head of Service Operations Head of Service Delivery Head of Customer Operations Head of Customer Service Head of Field Operations Operations Manager Operations Director Customer Service Director Service Delivery Director General Manager Regional Operations Manager A genuine opportunity to shape and build a group-wide service function. Broad leadership remit spanning customer service, planning, field operations and service delivery. Direct exposure to executive leadership and reporting to the Group COO. An opportunity to join a growing business with ambitious expansion plans. If you're passionate about creating exceptional customer experiences, developing high-performing teams and building an operation capable of supporting a rapidly growing business, we'd love to hear from you.