Purpose of the Role
The Senior Specialist, Service Operations, is responsible for driving global service operations strategy and execution. This role focuses on optimising processes, improving efficiency, and enabling digital transformation across service functions to deliver exceptional customer experiences and operational excellence.
Key Responsibilities
* Strategic Leadership: Define and implement global service operations strategies aligned with Service business objectives. Partner with cross-functional teams to harmonize service processes and systems.
* Process Optimisation: Optimise and streamline service contract management and renewal cycles through digital methods. Align with Service Delivery Leaders to establish, maintain and report KPIs for service performance and operational efficiency.
* Digital Enablement: Drive adoption of digital tools and platforms (e.g., SFS, portals, chatbots, AI-assisted support). Collaborate with IT and analytics teams to enhance service delivery capabilities.
* Stakeholder Engagement: Act as a key facilitator and contributor to strategic initiatives such as Service Productivity, Service Offerings, Request-to-Service workstreams. Ensure alignment between global and regional Service business priorities.
* Lead Monthly/Quarterly/Other Global Service Business Reviews with Service Delivery and Finance. Lead escalation to facilitate resolution of spare parts supply, quality, NPI, design, contractual or other service business related issues.
Qualifications
* Bachelor’s degree in business, Operations, or related field; MBA preferred.
* 10+ years of experience in service operations or related functions.
* Proven track record in service process optimisation and digital transformation.
* Strong analytical and problem-solving skills.
* Excellent communication and collaboration abilities.
Core Competencies
* Strategic Thinking
* Operational Excellence
* Digital Innovation
* Cross-Functional Collaboration
* Change Management
Key Performance Indicators (KPIs)
* Service Contract Renewal & Conversion Rate: Target improvement through automation.
* Operational Efficiency Metrics: Reduction in cycle times and cost per transaction.
* Digital Adoption: Percentage of service requests processed via digital platforms.
* NPS/Customer Satisfaction (CSAT): Maintain or improve service-related NPS/CSAT scores.
* Compliance & Accuracy: Zero audit findings on service processes.