Head of Service

The Head of Service (AC) is responsible for leading all aspects of Air Conditioning service delivery across reactive, PPM and remedial works. This includes ensuring the safe, compliant and efficient maintenance, repair and commissioning of split systems, VRF/VRV systems, chillers, and associated HVAC assets. You will manage AC engineers, planners and coordinators, control service profitability, strengthen client relationships, and ensure refrigerant and FGAS compliance across the estate. The role is accountable for delivering high-quality engineering output, maximising first-time fix, improving gross margin performance and meeting all SLA commitments.

Key Responsibilities

1. AC Service Delivery & Technical Performance

• Lead day‑to‑day delivery of all AC reactive works, planned maintenance and emergency callout activity.
• Ensure high technical quality for AC diagnosis, repairs, and commissioning (VRF/VRV, splits, multi‑splits, chillers, close‑control systems).
• Maintain strict compliance with FGAS regulations, leak‑checking, refrigerant recovery, and associated documentation.
• Drive First‑Time Fix (FTF) improvements through accurate triage, parts availability, diagnostics and engineer upskilling.
• Oversee commissioning quality including pressure testing, evacuation, superheat/subcool checks and documentation.
• Ensure SLA performance is achieved for response, attendance and resolution times.

2. Leadership & Team Development

• Lead and develop AC engineers, supervisors, planners and service coordinators.
• Conduct engineer ride‑alongs, toolbox talks, and quality audits.
• Identify engineer training needs including OEM VRF courses, advanced diagnostics and commissioning competence.
• Drive a culture of accountability, professionalism, safety and customer focus.
• Manage workforce planning, recruitment and onboarding.

3. Customer & Stakeholder Management

• Act as senior point of escalation for all AC service clients.
• Lead QBRs/service reviews with performance and technical insight.
• Communicate complex AC technical issues to non‑technical stakeholders.
• Identify upgrade opportunities, energy improvements and lifecycle replacement strategies.

4. Operational Efficiency & Process Compliance

• Oversee Joblogic workflow from job creation to invoicing.
• Ensure accurate asset data, model/serial numbers and refrigerant logs.
• Standardise AC van stock to reduce return visits.
• Implement seasonal readiness plans.
• Manage subcontractor frameworks for specialist AC works.

5. Commercial Management

• Own the AC service P&L including gross margin, labour recovery, subcontractor spend and materials usage.
• Ensure accurate costing of reactive works, remedials, PPM renewals and variations.
• Improve job-to-invoice cycle times.
• Support contract renewals, re-pricing and tendering.

6. Compliance, Safety & Quality

• Ensure engineers follow safe isolation, pressure testing, evacuation, brazing and refrigerant handling standards.
• Maintain FGAS compliance including leak‑check intervals and reporting.
• Oversee audits on RAMS, service sheets and commissioning data.
• Promote a zero‑harm safety culture.

KPIs & Success Measures

• SLA compliance across all contracts.
• First‑Time Fix improvement.
• Engineer utilisation and productivity.
• Reduction in repeat visits.
• Gross margin uplift.
• Improved job‑to‑invoice cycle time.
• Full refrigerant/FGAS compliance.
• Customer satisfaction and contract retention.

Person Specification

Qualifications & Training - Essential

• Leadership experience within AC/HVAC service operations.
• Strong understanding of FGAS regulations and refrigerant compliance.
• Knowledge of VRF/VRV, split systems and refrigeration principles.
• Professional development in engineering/operations.
• Full UK driving licence.

Qualifications & Training - Desirable

• FGAS Category 1 certification.
• OEM VRF training (Daikin, Mitsi, Toshiba, Panasonic).
• IOSH/NEBOSH.
• CAFM experience (Joblogic ideal).

Experience - Essential

• 5+ years managing AC engineers and service delivery teams.
• Experience improving SLA, FTF, utilisation and GM.
• Experience across AC diagnosis, repairs, commissioning and PPM.
• Refrigerant compliance and leak‑check management.
• Strong commercial background including job costing and P&L exposure.

Experience - Desirable

• Experience in specialist AC environments (data centres etc).
• Multi‑brand estate and parts procurement experience.
• Experience with chillers or BMS‑integrated systems.

Knowledge - Essential

• Refrigeration cycle theory including superheat/subcool.
• FGAS standards and statutory compliance.
• Operational KPIs and commercial levers.

Skills & Competencies

• Strong diagnostic and commissioning interpretation.
• Leadership, coaching and accountability.
• Commercial understanding of job costing, GM and labour recovery.
• Strong communication and customer engagement.

Personal Attributes

• Professional and calm under pressure.
• Highly organised with strong attention to detail.
• Proactive and safety‑driven.
• Strong ownership mentality.