Senior Manager Service and Operations

Are you an experienced Service Operations and After-Sales leader who enjoys taking an operation that is evolving and turning it into something scalable, efficient and customer-focused? We are working with an established international organisation that is investing in the development of its regional after-sales operation and is looking for a Senior Manager – Service Operations to play a key role in that transformation. This is a broad and commercially important role where you will have the opportunity to shape how service is delivered across the region, improve operational performance and lead meaningful change. Reporting into senior operations leadership, you will take strategic and operational responsibility for a developing after-sales function covering:

• Service operations and service network performance
• Warranty operations and governance
• Customer support and contact centre performance
• Parts operations and distribution
• Reverse logistics and returned goods
• Third-party service, repair and logistics partners
• Operational KPIs, CSAT and performance reporting
• Continuous improvement and process optimisation
• Operational compliance and governance A major part of the role will be transforming the existing operating model — introducing stronger processes, clearer accountability, improved performance management and scalable ways of working. You will also evaluate opportunities to outsource non-core activities and lead operational transitions where appropriate. We are interested in experienced leaders from after-sales, service operations, technical service or customer operations environments, ideally gained within a technical product, consumer electronics, electrical, engineering or similarly complex product environment.
• Leading an after-sales or service operation at a senior level
• Managing service networks, repair centres or third-party service providers
• Warranty operations and service processes
• Parts, returns or reverse logistics
• Operational transformation and process redesign
• Outsourcing and vendor/supplier management
• Developing KPIs, dashboards, CSAT and service performance measures
• Managing operational budgets and commercial performance
• Leading continuous improvement programmes
• Managing complex customer and operational escalations
• Working with international stakeholders and external partners Most importantly, you'll be someone who can challenge the status quo without alienating the people around you. The organisation is looking for a leader who can make difficult decisions, introduce new ways of working and transfer knowledge while maintaining a culture based on humility, respect, collaboration and accountability. You will need to be comfortable operating in an environment where things are changing and where you may need to influence rather than simply instruct. This is an opportunity to join an international business at an important stage of its operational development and have genuine influence over how its regional service operation evolves. You will work closely with internal teams, senior leadership, the parent organisation and external service partners, helping to create a more consistent, commercially effective and customer-focused service model. This is a UK based hybrid role with 2 days a month in the office, the rest from home although frequent international travel is required, particularly to Belgium at the beginning of employment, you should be prepared to spend approximately 3 days per week in Belgium while the operation is being developed. If you're an experienced service/after-sales leader who enjoys transformation, operational improvement and making a tangible difference, we'd be very interested in hearing from you. Apply now for a confidential discussion.