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- Tasks: Lead and optimise central service operations for efficient delivery and high productivity.
- Company: Join a dynamic team at a leading industrial services company.
- Benefits: Competitive salary, career development, and a collaborative work environment.
- Why this job: Make a real impact by driving operational excellence and customer satisfaction.
- Qualifications: Experience in post-sales service operations and strong leadership skills required.
- Other info: Opportunity for growth in a fast-paced, innovative environment.
The predicted salary is between 36000 - 60000 £ per year.
The EMEA Service Central Operations Director is responsible for leading and optimizing all central service operations. This role ensures efficient service delivery, high field force productivity, strong operational performance, and achievement of service-related revenue targets. The position oversees back-office operations, such as field service scheduling and debriefing, service contracts administration, spare parts supply chain, and warranty management, while driving continuous process improvement and team development.
Responsibilities:
- Lead and optimize back-office service operations, ensuring efficient execution of service contracts and customer support activities.
- Oversee back-office service functions, including order processing, service administration, billing coordination, and documentation.
- Ensure alignment between service operations, sales, finance and supply chain teams.
- Manage field engineers’ scheduling, dispatching and workload balancing.
- Maximize field force utilization, productivity and service responsiveness.
- Implement planning tools and methodologies to optimize coverage, travel efficiency and service levels.
- Support team growth through structured onboarding, training and capacity planning.
- Define, monitor, and analyze service KPIs (e.g., utilization rate, response time, SLA compliance, first-time fix rate, revenue performance).
- Establish dashboards and regular performance reviews to drive accountability and continuous improvement.
- Identify operational gaps and implement corrective actions.
- Ensure achievement of service revenue targets, including maintenance contracts, spare parts and service interventions.
- Support pricing, contract execution, and margin optimization in collaboration with commercial teams.
- Drive operational excellence to improve customer retention and long-term service profitability.
- Oversee spare parts planning, availability, and logistics to support field service operations.
- Collaborate with supply chain teams to reduce lead times, optimize inventory levels, and control costs.
- Ensure critical parts availability for data center applications and uptime-sensitive environments.
- Manage the remote monitoring team, ensuring proactive issue detection and resolution.
- Leverage monitoring data to improve service efficiency, preventive maintenance, and customer satisfaction.
- Lead the warranty management team, ensuring proper claim handling, cost control and compliance with internal policies.
- Lead, mentor, and develop multi-disciplinary teams (field service, back office, remote monitoring, warranty).
- Reduce employee turnover by improving engagement, career development and operational clarity.
- Foster a culture of accountability, collaboration and continuous improvement.
- Contribute to design and implement standardized service processes and best practices.
- Drive digitalization and tool adoption (CRM, FSM tools, monitoring platforms).
- Lead change management initiatives to support growth and scalability.
- Comply with the Company’s ITC policy.
Qualifications & Skills:
- Technical education, preferably university level.
- Extensive experience in post-sales service operations within an industrial or data center-related environment.
- Proven leadership experience managing operational teams.
- Strong understanding of service KPIs, capacity planning, and operational performance management.
- Advanced in English.
- Experience with data center infrastructure services (power, cooling, critical systems).
- Excellent written and oral communication skills.
- Strong analytical and process improvement mindset.
- Ability to manage complex, cross-functional operations.
- PC literacy (excellent knowledge of Microsoft Office required) - Preferred knowledge ERP system (Oracle EBS).
Success Measures:
- Improved field force utilization and productivity.
- Achievement of service revenue and margin targets.
- Reduced employee turnover and improved team engagement.
- Improved SLA compliance, customer satisfaction, and service reliability.
- Optimized spare parts availability and warranty cost control.
Health & Safety (HSE) and Environmental Protection:
- Comply with all Health & Safety and Environmental Protection requirements defined in the company’s internal regulations or communicated during training.
- Follow the required measures to prevent emergency situations and adhere to operational control measures.
- Report on all accidents, occupational illnesses, and emergency situations.
- Apply, implement, and manage all HSE and environmental protection matters related to the given position.
Time Travel Required: About 20-25%
EMEA Services Central Operations Director in Bedford employer: Vertiv
Contact Detail:
Vertiv Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land EMEA Services Central Operations Director in Bedford
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for the EMEA Services Central Operations Director role. A personal recommendation can go a long way in getting your foot in the door.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their service operations, recent projects, and challenges they face. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Tip Number 3
Practice your leadership stories! Be ready to share examples of how you've led teams, improved processes, and achieved targets in previous roles. This is crucial for a position like the EMEA Services Central Operations Director.
✨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 serious about joining our team!
We think you need these skills to ace EMEA Services Central Operations Director in Bedford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the EMEA Services Central Operations Director role. Highlight your leadership experience and operational management skills, as these are key for us.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this position. Mention specific examples of how you've optimised service operations in the past, as we love seeing real-world applications.
Showcase Your Analytical Skills: Since this role involves monitoring KPIs and driving continuous improvement, be sure to include any relevant analytical skills or experiences. We want to see how you’ve used data to make decisions and improve processes.
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 keen on joining our team!
How to prepare for a job interview at Vertiv
✨Know Your Operations Inside Out
Make sure you understand the ins and outs of central service operations. Brush up on key concepts like service contracts, field service scheduling, and performance metrics. This will help you speak confidently about how you can optimise these areas.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, especially in managing operational teams. Think about times when you've driven team development or improved engagement, as this role requires strong mentoring abilities.
✨Be Data-Driven
Familiarise yourself with relevant KPIs and how they impact service delivery. Be ready to discuss how you've used data to drive improvements in past roles, particularly in areas like SLA compliance and customer satisfaction.
✨Emphasise Continuous Improvement
This position is all about optimising processes. Come prepared with ideas on how you would implement continuous improvement initiatives. Discuss any tools or methodologies you've used in the past to enhance operational efficiency.
