Service Operations Manager

A global technology organisation in the autonomous industrial equipment sector is seeking a Service Operations Manager to lead and develop its service function. The company operates internationally and supports advanced automation and robotic solutions for customers across multiple regions.

Position Overview

The Service Operations Manager leads a team of technicians and engineers responsible for ensuring systems operate efficiently, safely and with minimal downtime. The role acts as a key link between Field Service, R&D, Training, Customer Success and Operations. You will drive performance, improve processes and develop service capability in line with growth plans.

Key Responsibilities

1. Team Leadership & Development

• Lead, mentor and develop service technicians and engineers

• Foster a collaborative, high-performance culture aligned with technical standards

• Build service capability in line with organisational growth

• Partner with Training and Engineering teams to support onboarding and ongoing development

• Define and deliver OKRs for the regional service team

2. Contractor & Partner Management

• Work with internal teams to assess needs and define outsourcing strategies

• Select, manage and evaluate external service partners to ensure quality and scalability

3. Service Operations & Execution

• Allocate and dispatch internal and external technicians to meet customer or project needs

• Ensure effective use of service tools, processes and reporting systems

• Oversee the service ticketing platform and monitor KPIs

• Share field insights and customer feedback with internal stakeholders

4. Continuous Improvement

• Analyse performance metrics and field data to identify improvement opportunities

• Lead initiatives that enhance tools, processes, training and overall service efficiency

• Maintain strong alignment with Engineering and Operations teams

Performance Expectations

Performance is measured through defined OKRs linked to company priorities, including:

• Improvements in KPIs such as First Visit Fix Rate, reaction time, MTTR and cost per project

• Supporting hiring and outsourcing plans in line with service demand

• Advancing digitalisation of service workflows, reporting and ticketing

Profile & Qualifications

• Bachelor’s or Master’s degree in Engineering or similar technical field

• Experience in operational service management or a related function

• Prior experience leading or managing teams is strongly preferred

• Strong communication skills

• Autonomous, proactive and team-oriented approach

• Willingness to travel when required