Job Description

About Arrow

Arrow has grown since 1986 to become a industry specialist providing security to customers nationwide and offering a solution focussed service. Having almost doubled our revenue in the last 4 years and now employing 120 colleagues across 7 regional locations, Arrow are one of the UK's leading providers of industrial/commercial door and entry solutions. Our wide product range includes commercial and industrial roller shutters, sectional overhead doors, hinged doors, hi speed doors, traffic doors, fire doors, fire shutters/smoke curtains and other types of automatic gates and barriers.

Role Overview

We are seeking a hands-on, operationally focused Head of Service Delivery who will be a vital member of the senior leadership team, to lead and develop our service, maintenance, and repair operations across a designated region. As a customer-first business, we prioritise delivering exceptional service at every touchpoint. Reporting to the Managing Director, this broad leadership role is suited to someone who thrives in a fast-paced SME environment and is comfortable operating across both strategic planning and day-to-day operational execution. You'll be responsible for managing a team of Field Service Engineers and regional support staff, ensuring consistent delivery of high-quality, safe, and cost-effective services that not only meet but exceed customer expectations.

The successful candidate will help drive business performance and continuous improvement. You must be a proactive leader who leads by example, demonstrating a strong commitment to operational excellence and putting customer experience at the heart of everything you do.

This role will be focused on driving improvements in key service outcomes from an operational perspective, such as response time, job turnaround, and repair effectiveness, playing a central role in shaping and enhancing how these are delivered.

Key Responsibilities

Forecasting:

Accurately forecast workload, resourcing needs, regional performance, and budget requirements to support effective planning and strategic decision-making.

Budget Management:

Manage regional service budgets including labour, travel, and materials to ensure financial targets are met and contribute to overall business performance.

Customer Engagement:

Act as the key regional contact for clients, addressing escalations and ensuring consistently high standards of service delivery and customer satisfaction.

Internal Collaboration:

Work closely and proactively with internal teams, such as sales, customer service, and finance, to ensure seamless cross-functional operations, driving alignment and a unified approach to delivering excellent customer outcomes.

Service Delivery:

Oversee the delivery of reactive and planned maintenance works to ensure operational efficiency, customer satisfaction, and compliance.

Team Leadership:

Lead, support, and develop Field Engineers, Supervisors, and support staff, fostering a collaborative and high performing team culture.

Workforce Planning:

Optimise resource allocation and engineer scheduling to meet service commitments and drive operational productivity.

Process & Performance Improvement:

Identify and implement opportunities for process improvements, cost savings, and service enhancements.

Compliance & Safety:

Promote a strong safety culture and ensure that all work complies with current legislation, company standards, and industry best practice.

Reporting & Analysis:

Provide regular updates and operational performance insight to the Managing Director & Financial Director

Recruitment & Development:

Oversee the recruitment process, including interviewing engineers alongside HR, and manage their onboarding and ongoing professional development.

Skills & Experience

Essential:

Significant experience in a senior operational role within a field-based service industry. Proven background of working within and understanding the culture of an SME environment Relevant experience in industries such as facilities management, industrial doors, access systems, fire safety, air conditioning, lifts, or similar engineering sectors. Demonstrated success in leading field-based service delivery operations. Strong commitment to outstanding customer service, with proven ability to manage escalations effectively and build lasting client relationships. Excellent people management and leadership capabilities, ideally including experience managing field engineers. Commercially astute, with experience managing budgets and achieving key performance indicators. Deep understanding of service operations, service level agreements and regulatory compliance. Proficient in Microsoft 365 information systems (such as Sharepoint, Teams, Outlook, Excel) Strong organisational, multi tasking and communication skills. Valid UK driving licence.

Desirable:

Experience using field service management software such as JobWatch (BigChange), as well as ERP systems like SAP and CRM tools like HubSpot. Experience in process improvement and change management Health and safety qualifications, such as IOSH or NEBOSH certification.

Benefits:

Discretionary generous performance bonus Annual holidays of 25 days (holidays increase with service) plus 8 Paid bank holidays (everyone uses time off for Christmas/New Year) Paid extra day off for your birthday every year Early finish on Fridays Cashback for every day health appointments from Westfield Health Discount scheme for groceries and everyday purchases from Reward Gateway Employee Assistance Programme with 24 hour advice line Online 24/7 access to a GP Wellbeing paid time off - sick leave & bereavement leave Workplace pension with Employer contributions Refer a friend scheme - 500 for each successful referral
If this sounds like the role for you, then click apply, attach your CV and we will contact you for a confidential chat. Shortlisted candidates will be contacted within 2 weeks of applying. Direct applicants only, no agencies

Job Types: Full-time, Permanent

Pay: 60,000.00 per year

Benefits:

Additional leave Company car Company pension Health & wellbeing programme On-site parking Sick pay Store discount
Licence/Certification:

Driving Licence (preferred)
Work Location: In person

Expected start date: 01/09/2025