Head of Operations – Installation & Service

Overview

In this role you will lead nationwide installation and service operations to ensure projects and contracts are delivered on time, within budget, and to agreed SLAs. You will work with Area Managers and subcontractors to optimize planning, resourcing, quality, and compliance, while driving customer satisfaction and continuous improvement. You will manage budgets, provide financial and operational reporting, and act as the escalation point for delivery issues. This position offers influence across the UK operations with a focus on efficiency, quality, and service excellence. You will play a pivotal role in shaping scalable operational processes in a security systems environment.

Responsibilities

• Lead nationwide installation and service operations
• Plan, resource, and deliver via Area Managers and subcontractors
• Ensure project and service documentation is maintained in the SaaS CRM
• Coach and performance-manage Installation and Service teams
• Drive continuous improvement of processes and quality standards
• Manage budgets, costs, margins, and work-in-hand forecasts
• Produce operational and financial reports and present to senior leadership
• Escalation point for customer, quality, and delivery issues

Key requirements

• Minimum 7 years’ experience in IP Technology, CCTV, Intruder Detection, Access Control, and Emergency Systems
• IOSH Managing Safely (or equivalent)
• Strong leadership, planning, and communication skills
• Commercial awareness and ability to work under pressure
• Willingness to travel and attend out-of-hours call-outs
• CMI Level 6+, PRINCE2, SSSTS (desirable)
• CSCS/ECS, PASMA, IPAF (desirable)
• Manufacturer training (e.g. Gallagher, Lenel, FLIR, C-Cure etc) (desirable)
• Experience with SaaS CRM and working with subcontractors

• leadership
• strategic planning
• clear communication
• IP Technology
• CCTV
• Intruder Detection

…