Global Service Manager

Overview

We are seeking a highly skilled and dynamic Global Service Manager to lead and evolve our customer and technical support center operations. This role requires a strategic leader with strong technical acumen and a service-oriented mindset who can manage performance, drive innovation, and enhance the overall customer experience across a multidisciplinary environment (software, hardware, and services). Experience in the vehicle market and the ability to operate within complex organizations and product ecosystems is a strong advantage.

Key Responsibilities

• Leadership & People Management
• Lead, coach, and develop global service center teams to achieve excellence in customer and technical support.
• Foster a culture of accountability, continuous improvement, and service orientation.
• Drive organizational change initiatives and ensure smooth adoption across teams.
• Performance & KPIs
• Define, monitor, and continuously improve KPIs, SLAs, and service quality metrics.
• Leverage analytics to identify trends, root causes, and areas for improvement.
• Ensure consistent global service standards while adapting to local needs.
• Innovation & Tools
• Evaluate, introduce, and implement new technologies and tools, including automation, self-service solutions, and AI-powered Bots.
• Lead digital transformation initiatives to optimize service efficiency and scalability.
• Collaborate cross-functionally to ensure smooth integration of tools across systems.
• Customer Experience
• Promote a service-first approach across all support functions.
• Anticipate customer needs and implement proactive support solutions.

Requirements

Experience

• At least 5 years of proven track record managing global customer service or support operations in a multidisciplinary environment (software/hardware).
• Demonstrated success managing KPIs, SLAs, and customer satisfaction programs.
• Hands-on experience introducing automation, service tools, and Bots.
• Exposure in supporting complex, multi-technology products.
• Relevant academic degree (e.g., Industrial Engineering, Business Administration, or equivalent).
• Experience in the vehicle market or related industry – a significant advantage.
• Experience in at least one additional domain (e.g., sales, sales support, account management) - advantage.
• Experience leading change management initiatives- advantage.

Skills

• Strong service orientation with a customer-first mindset.
• High proficiency in English (verbal and written); additional languages are a plus.
• Strong leadership, communication, and interpersonal abilities.
• Analytical mindset with ability to leverage data and analytics for decision-making and improvement.
• Technical understanding and approach to managing service operations.
• Ability to manage change, influence stakeholders, and drive adoption of new processes and tools.
• Strategic thinker with proven ability to balance long-term vision and day-to-day execution.