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- Tasks: Lead and inspire teams to deliver top-notch field services across EMEA.
- Company: Join Pavion, a global leader in fire, security, and communication solutions.
- Benefits: Competitive salary, performance bonuses, car allowance, and comprehensive benefits package.
- Why this job: Shape the future of safety and security while driving international growth.
- Qualifications: Proven leadership in service operations and strong customer relationship skills required.
- Other info: Opportunity to work in a dynamic, multi-country environment with career advancement.
The predicted salary is between 80000 - 100000 £ per year.
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 centre, 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. With a commitment to safety, reliability, and operational excellence, Pavion ensures scalable, future-ready solutions tailored to meet and exceed our clients’ needs.
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.
Responsibilities:
- 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.
Qualifications:
- 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.
Education / Experience:
- 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.
Our Offer:
- 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.
Head of Field Services & Small Works - EMEA in Leeds employer: Pavion, Formerly Structure Works
Contact Detail:
Pavion, Formerly Structure Works Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Field Services & Small Works - EMEA in Leeds
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by researching Pavion and its services. Understand their mission and values, and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. Focus on articulating your leadership experience and how you can drive success in field services and small works.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Pavion team.
We think you need these skills to ace Head of Field Services & Small Works - EMEA in Leeds
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about the opportunity to lead field services and small works at Pavion. Share why this position speaks to you and how your experience aligns with our mission.
Tailor Your CV: Make sure your CV is tailored specifically for this role. Highlight your relevant experience in service leadership, especially within fire, security, or AV sectors. We love seeing how your background fits into our vision, so don’t hold back on those details!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon where possible. We appreciate a well-structured application that makes it easy for us to see your qualifications and achievements without wading through fluff.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at Pavion!
How to prepare for a job interview at Pavion, Formerly Structure Works
✨Know the Company Inside Out
Before your interview, dive deep into Pavion's mission, values, and recent projects. Understanding their innovative fire, security, and communication solutions will help you align your answers with their goals and demonstrate your genuine interest in the role.
✨Showcase Your Leadership Experience
As a senior leadership role, they’ll be looking for your ability to lead and inspire teams. Prepare specific examples of how you've successfully managed multi-country operations or driven service transformation initiatives in the past. Highlight your commercial acumen and how it contributed to revenue growth.
✨Emphasise Customer Success
Pavion values customer satisfaction highly. Be ready to discuss how you've championed a customer-focused culture in previous roles. Share stories that illustrate your ability to build strong relationships and resolve critical service issues effectively.
✨Prepare for Operational Excellence Questions
Expect questions about your experience with ITSM and field service management tools. Brush up on best practices in service delivery and be prepared to discuss how you've improved key performance metrics in your previous roles. This will show your commitment to operational excellence.