Head of Field Services & Small Works - EMEA in Hemel Hempstead

About Us Pavion Connects and Protects by providing innovative fire, security, and communication integration solutions to customers across 70+ U.S. locations and 22 countries. We bring industry-leading expertise to clients in enterprise, healthcare, education, government, data center, and retail industries. As a global leader, Pavion specializes in the design, installation, service, and maintenance of cutting-edge fire alarm systems, critical communications, video surveillance, access control, and advanced AV technologies. Our mission is to bring clarity and transformation to safety, security, and communication through integral technology and radical service.

The Head of Field Services & Small Works is a senior leadership role, responsible for setting the strategic direction, operational performance, and supporting the growth of Pavion's field services and small works activities across the Europe, Middle East, and Africa region. Owning the full service lifecycle, including post-installation support, maintenance contracts, reactive and planned service delivery, small works execution and proactive monitoring, ensuring customers receive an unparalleled experience that reflects Pavion's commitment to excellence. Reporting to senior leadership and working closely with regional Sales, Operations, and Project Delivery teams, this role is pivotal in establishing Pavion as the premier service partner for integrated fire, security, and AV solutions across EMEA.

• Field Services & Small Works Strategy: Define and execute the EMEA field services and small works strategy in alignment with Pavion's global vision, driving revenue growth and margin improvement across the portfolio. Lead, develop, and inspire service managers, coordinators, engineers, and other support teams across multiple countries within EMEA. Build and maintain scalable service delivery frameworks and standard operating procedures for both field services and small works that can operate effectively across diverse markets and regulatory environments.
• Customer Success & Retention: Champion a customer focused culture, ensuring consistently high satisfaction scores and long-term contract retention. Act as a senior escalation point for key customers and critical service issues, building and maintaining strong customer relationships. Drive adoption of Pavion's ON-X proactive monitoring and managed service offerings to deepen client engagement and deliver recurring value.
• Operational Excellence: Oversee EMEA field service operations, including planned preventive maintenance, reactive support, emergency response, and the end-to-end delivery of small works projects. Monitor and improve key performance metrics including SLA adherence, first-time fix rates, small works delivery timelines, response times, and engineer utilisation. Implement best-in-class ITSM and field service management tools, ensuring full visibility and control across both service and small works delivery.
• Commercial Growth: Partner with regional Sales teams to identify and develop service revenue opportunities, including contract renewals, upsell, and new business. Develop and manage the EMEA field services and small works budget and P&L, including forecasting and cost control. Support the integration of acquired businesses into the wider Pavion service model, helping to align processes, standards and culture.
• Compliance & Quality: Ensure all service activities comply with relevant regional health and safety legislation, industry standards (e.g., EN 54, BS 5839, ISO 9001), and local regulatory requirements. Drive a culture of continuous improvement, safety, and quality across the EMEA field services and small works organisation.

• Proven experience in a senior service leadership role within fire, security, AV, or a related technology integration environment.
• Experience managing multi country and multi discipline field service operations across EMEA.
• Demonstrated ability to build and grow a service P&L, with commercial acumen to identify and convert revenue opportunities.
• Strong experience in enterprise or complex customer relationship management.
• Knowledge of ITIL or other service management best practice frameworks.
• Experience using service management platforms, ITSM systems, and field service management tools.
• Experience leading operational improvement or service transformation initiatives.
• Knowledge of integrated service delivery models and recurring revenue services is desirable.
• Multilingual capability, particularly in French, German, or other EMEA languages, would be beneficial.

• Bachelor’s degree in Business, Engineering, Operations Management, or a related field is preferred, or equivalent relevant professional experience.
• Significant experience in field services, service delivery, operations, or small works management.
• Experience working in an international and matrixed organisation is preferred.

• Competitive base salary and performance related bonus.
• Car allowance.
• Comprehensive benefits package, including pension, private healthcare and life assurance.
• Access to TELUS wellbeing support.
• Access to Pavion’s global network of expertise, capability and resources.
• A significant opportunity to shape and lead the EMEA service organisation.
• A key leadership role in supporting Pavion’s continued international growth.