IMI plc 

We are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. We embrace innovation and care about outcomes that are good for business, everyday life and making a better world – creating lasting impact for everyone. 

We design, build and service highly engineered products in fluid and motion control applications. We focus on five market sectors: Industrial Automation, Process Automation, Climate Control, Life Science and Fluid Control, and Transport. 

Climate Control offers hydraulic solutions for water-based heating and cooling systems to achieve a perfect indoor climate with minimal energy consumption. Our leading brands have been used in over 100,000 building projects worldwide and offer products and solutions in three key areas: Pressure maintenance and water quality, regulation, control and actuators, and thermostatic control.

Job Overview

Lead the Engineering Services Centre (ESC) as a commercially focused, customer-centric technical service organisation delivering high-quality engineering solutions and services globally. The role is accountable for ESC strategy, operational performance, technical excellence, the service portfolio and the senior relationship with Sales and country or territory organisations. 
The Head of ESC ensures that transactional, technical and complex engineering services are aligned with customer needs and business priorities. The role leads the ESC through standardisation, service adoption, technology, continuous improvement and effective balancing of demand, capacity and capability. 

Key Responsibilities
Strategy and Organisational Leadership 

• Define and lead the ESC strategy in alignment with Climate Control priorities and translate it into clear objectives and service priorities.  Adhere to SLAs and meet internal customers’ expectations.
• Lead the ESC operating model to improve scalability, customer value, efficiency and organisational effectiveness.
• Lead and develop the ESC leadership team, ensuring clear accountabilities, effective interfaces and strong collaboration across service delivery and continuous improvement.
• Ensure the organisation has the right capability, capacity and succession plans to meet current and future business needs.
• Build a culture of customer focus, technical excellence, accountability, collaboration, learning and continuous improvement. 

Commercial Interface and Sales Engagement

• Act as the senior ESC interface with Sales Directors, country or territory organisations and key internal customers.
• Define and govern the engagement model between Sales and ESC, ensuring services are understood, accessible and integrated into relevant commercial and customer-support processes.
• Build strong stakeholder relationships to understand commercial priorities, customer needs and opportunities for ESC to create value.
• Promote adoption and appropriate use of ESC services and lead regular stakeholder reviews covering performance, demand, customer satisfaction and future priorities.
•  Act as the senior technical and commercial escalation point for complex service issues, conflicting stakeholder needs or demand and capacity decisions. 

Service Portfolio and Business Development 

• Own the ESC service portfolio across transactional, technical and complex engineering services.
• Define the governance and criteria for introducing, enhancing, scaling, standardising or retiring services. 
• Assess opportunities based on customer need, business value, technical feasibility, resource requirements and expected demand.
• Sponsor business cases for significant new or expanded services and ensure new services have clear ownership, delivery processes and performance measures.
• Maintain a clear service catalogue covering service scope, ownership, delivery expectations and engagement requirements.
• Balance portfolio priorities and service demand against ESC capacity, capability and strategic objectives. 

Service Delivery and Performance 

• Ensure consistent, high-quality and timely delivery across all ESC service lines.
• Establish service expectations, KPIs and service-level agreements in collaboration with Sales and internal customers.
• Monitor quality, productivity, turnaround times, demand, capacity, service adoption and customer satisfaction.
• Hold operational Team Leaders accountable for resource allocation, service performance, technical accuracy, quality and corrective actions.
• Ensure effective workload balancing based on demand and business priority rather than geography.
• Review performance trends and ensure operational issues, service gaps and stakeholder concerns are addressed at the appropriate level. 

Technical Excellence and Governance 

• Maintain robust technical governance across ESC services, including standards, calculation methodologies, quality controls and approval requirements.
• Oversee advanced hydronic engineering, technical support, and customer-facing solutions, ensuring technical excellence, energy efficiency, and system reliability.
• Ensure complex or business-critical technical matters are appropriately reviewed and escalated.
• Promote consistent application of engineering standards, documented methodologies, and best practices.
• Maintain the technical expertise and credibility required to support current and future ESC services. 

Continuous Improvement and Technology 

• Drive a structured continuous improvement agenda across ESC services.
• Convert recurring operational and stakeholder needs into sustainable process, service or technology improvements.
• Sponsor automation, digitalisation and technology adoption where these improve quality, accessibility, efficiency or scalability.
• Ensure consistent use of standardised processes, templates, tools and documentation.
• Hold the Continuous Improvement Lead accountable for delivering measurable and embedded improvements in partnership with operational teams. 

Cross-Functional Collaboration 

• Collaborate with Sales, Product Management, R&D, Hydronic College and other relevant functions to align ESC services with business and customer needs.
• Provide structured feedback to Product Management and R&D based on recurring technical, service and customer insights.
• Represent ESC in relevant leadership, commercial and operational forums.
• Communicate ESC performance, priorities, capability requirements and business contribution clearly and using relevant data. Promote ESC as an IMI market differentiator.

Experience and Profile

• Bachelor’s or Master’s degree in Engineering, Engineering Management, Industrial Management, Business Administration, Operations Management, or a related technical or commercial discipline. A qualification in Mechanical Engineering, HVAC Engineering, Building Services, or Energy Management would be an advantage. Equivalent senior leadership experience in a technical-service environment may also be considered.
• Significant leadership experience in an international technical, engineering or customer-support environment, including leadership of managers or team leaders.
• Proven experience leading organisational transformation and continuous improvement within a technical service environment.
• Strong experience working with Sales and translating commercial and customer requirements into technical services.
• Commercial acumen and experience of service portfolio management, business cases and stakeholder influence.
• HVAC and hydronic application knowledge, including complex building projects and customer-facing technical solutions.
• Strong people leadership, organisational judgement, prioritisation and data-driven performance management.
• Excellent communication and influencing skills across technical, commercial and senior leadership audiences.
• Fluent English, additional European languages are an advantage. 

Health & Safety  

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position.  Reasonable accommodations may be made for individuals with disabilities.  Please contact the talent team to discuss the specific Work Conditions and Physical Requirements of this role.   

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviors or unsafe acts.  

Code of Ethics  

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.  

Changes to This Job Description  

IMI may amend this job description in whole or part at any time.  

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.