UK & Ireland Service Operations Director

The UK & Ireland Service Operations Director will proactively direct, organize, and manage the 24/7/365 UK & Ireland Service operation to meet and exceed customers' requirements and company standards, while achieving agreed targets and levels of profit. As Service Operations Director, they will oversee all aspects of the UK & Ireland service operations, leveraging their excellent technical understanding of Critical Power infrastructure and commercial acumen to comprehend clients' business needs. Analytical and innovative, they will identify trends, risks, and resolutions, establishing themselves as an expert in the field. They will lead and motivate a multi-disciplined team, applying sound theoretical and practical Service Management principles and fostering strong relationships with clients, partners, and suppliers.

What kind of work will you be doing?

Service Performance & Delivery

• Manage customer expectations and drive for excellent service delivery.



• Analyze service trends and implement improvement programs for enhanced satisfaction.



• Proactively manage client asset servicing and anticipate future needs.



• Provide technical guidance, evaluate equipment requirements, and encourage personnel development.



• Oversee UK & Ireland Sales budgets, act as an escalation point, and ensure efficient resource management.


QHSE

• Assist with site registration and ensure compliance with QHSE standards and legislation.



• Vet and approve suppliers, contractors, and subcontractors for suitability.



• Implement safe working practices, environmental improvements, and reduce adverse events.



• Conduct field staff inspections, ensure safety compliance, and deliver quality control visits.


Human Resources

• Assess and address training needs, ensuring skilled personnel and maintaining Competency Matrix.



• Set targets for senior managers, conduct timely appraisals, and maintain Competency Matrix.



• Facilitate staff communication and involvement in client activities, promoting stable work practices.



• Ensure employee wellbeing, minimizing absenteeism, and effectively manage resources.


Reporting

• Deliver and oversee KPIs within budget constraints, covering various areas such as sales, gross profit, engineering productivity, and customer satisfaction.


Future Objectives

• Develop a comprehensive 3-Year Plan for the Service operation to meet financial goals, alongside creating training and succession strategies for direct reports to align with the plan.
  
  At least 10 years' experience in the Electrical / Electronic support industry in a range of positions to give a high level of knowledge of, service provisioning, Customer management and Safety Procedures.


• HNC / HND in a Mechanical or Electrical / Electronic engineering / or equivalent.


• Ideally educated to degree level with a technical background.


• Strong financial management & IT skills.


• Strong focus on customer satisfaction and long-term customer relation building.


• Excellent organizational and time management skills.


• Excellent written and verbal communications.


• Commercially astute with good negotiation skills.


• Ability to successfully interface with various departments and personnel in potentially stressful situations.


• Proven Team Leader with ability to inspire top performance.
  
  At Vertiv, we build products that keep critical technologies running 24/7. We are proud we were the first to protect mainframes with precision cooling systems. We were the first to introduce an integrated enclosure system to distributed networks. We help some of the largest names in the industry bring new capacity online faster and at a lower cost when search and social media increased demand for storage and computing. Our portfolio spans power, thermal and infrastructure management products, software and solutions, and is complemented by a network of nearly 250 service centers worldwide.