Head: Installations Services

SUMMARY:
Head of Installation Services

POSITION INFO:

Introduction

Our client requires the services of a talented and experienced Head: Installations Services to develop, implement, and review the installations services strategy, ensuring that approved strategic objectives are achieved within the stipulated timeframes. The successful incumbent will create and drive a product installation and logistics strategy that aligns with evolving business needs, while ensuring operational capacity is sufficient to process business volumes and meet or exceed customer service delivery standards.

Job Description

Strategy Formulation

• Develop an installation strategy to guide the Installations Services department, aligned with strategic objectives.
• Communicate and implement a business plan that enables the achievement of departmental strategy.
• Ensure strategic goals of the Installations Services department align with key business stakeholders.

Operational Services Delivery

• Deliver a high-quality, cost-effective installations and logistics service, measured and monitored against quality and performance standards.
• Design processes and systems to address risk events efficiently and professionally, with ongoing measurement and monitoring.
• Establish and maintain quality and performance standards for the department.
• Anticipate and respond to product changes or issues.
• Define reporting and information mechanisms that support departmental objectives.
• Develop, measure, and monitor installation and logistics performance and quality.
• Set service standards that foster a customer-centric environment.

Stakeholder Engagement

• Manage senior-level relationships to ensure mutually beneficial working conditions across executive functions.
• Navigate complexities arising from changing conditions with key partners.
• Maintain mutually beneficial relationships with external stakeholders, ensuring obligations are met and expectations exceeded.
• Identify installation partners to support operational deployment of technology and deliver market-leading practices.
• Liaise with the recoveries team, providing data on product performance to support engineering and product development improvements.
• Promote effective cross-functional relationships by sharing relevant information to achieve strategic objectives.

Financial Management

• Cultivate financial management practices to optimize asset use and minimize costs.
• Scan the environment for potential business growth opportunities.
• Prepare a complete, optimized budget for the installation department to enable strategy achievement.
• Ensure financial targets and goals for the department are met.
• Adhere to financial authorities in the current Delegation of Authority document.
• Direct installation practices to align with cost management frameworks across customer service, parts, admin, and finance.

People Management

• Implement strategic targets, manage performance, and cascade objectives to drive operational success.
• Develop all staff within the Installations Services department.
• Lead by example by embodying company values and culture.
• Continuously improve productivity and performance within the department.
• Establish efficient performance management standards aligned with the company framework.
• Create an environment where staff are engaged, developed, and retained.

Compliance and Risk Management

• Engage with stakeholders on new business ventures, providing guidance on operational compliance and risk requirements.
• Ensure proper due diligence and adherence to process for new and existing ventures.
• Ensure departmental compliance with statutory and company policies at all times.
• Develop standards, policies, and procedures to govern departmental activities.

Minimum Requirements

Qualifications, Experience, and Competencies

• Post Graduate Degree in Business Management or equivalent
• Management Development Programme (advantageous)
• PSIRA (Grade A) Compulsory
• Minimum 5 years senior management experience, preferably in a high-volume customer-facing field service operational environment
• Complex problem solving
• Excellent judgment and decision-making
• Analysis and insight generation
• Strategic thinking
• Analytical thinking and creativity
• Conflict resolution skills
• Assertiveness
• Empathetic and influential
• Strong interpersonal skills