The Role

As Service Manager, you will play a key role in delivering a high-quality customer service experience across a regional market. Working within an international team, you will oversee daily service operations, refine processes, and drive continuous improvement across after-sales activities.

This position involves close collaboration with internal teams and global counterparts to manage technical inquiries, resolve issues, and support customers effectively. You will be responsible for ensuring service performance, maintaining operational efficiency, and enhancing overall customer satisfaction.

Key Responsibilities

• Define and manage regional service KPIs, including performance tracking and continuous improvement
• Oversee service processes, ensuring effective execution, governance, and risk management
• Drive quality control initiatives, including monitoring, auditing, and improving service delivery standards
• Plan and develop regional service networks, including partner selection, onboarding, and performance management
• Manage after-sales service centres and operations, including resource planning, asset management, and compliance with safety standards
• Develop and implement service policies and ensure alignment across the service network
• Oversee the full lifecycle of service partners, including selection, certification, evaluation, and contract management
• Manage third-party service providers and ensure consistent service quality
• Identify opportunities to improve efficiency, streamline workflows, and reduce operational costs
• Monitor service performance against SLAs and customer expectations
• Conduct regular service audits and implement corrective actions where necessary

Requirements

• Degree in a relevant field such as Engineering, Operations, Supply Chain, or similar
• Experience in after-sales or service operations management, with ownership of processes and outcomes
• Strong analytical skills, with the ability to interpret data and drive decision-making
• Experience improving operational processes and delivering measurable results
• Excellent communication and stakeholder management skills across multiple functions
• Strong organisational and project management capabilities
• Ability to work independently and manage competing priorities effectively
• Proficiency with common business tools (e.g., spreadsheets, presentations, process mapping software) and experience with enterprise systems (e.g., ERP/CRM platforms)
• Comfortable working in fast-paced environments and handling operational pressure
• Knowledge of service operations, including repairs, maintenance, and supply chain coordination