Global Service Director

A leading global, multidisciplinary technology company is hiring a Global Service Director to drive strategy, excellence, and growth across its international service organization.

The Global Service Director will work closely with the VP Global Service and will be responsible for leading and improving the company’s global service operations. The role focuses on building effective processes, resolving complex operational challenges, and ensuring consistent service quality across regions.

Responsibilities:

• Manage the global service operation from a corporate perspective, with responsibility for how service is planned, measured, and executed across regions.
• Translate business goals into practical service work plans, including annual planning, prioritization, and tracking execution.
• Manage the training and learning team for requirements and improvements of knowledge for the company products both internal and external to the customers.
• Define service KPIs, review performance on an ongoing basis, and identify operational gaps that require structural or process changes.
• Handle complex, cross-regional service escalations and lead resolution efforts involving Service, Operations, Product, and R&D.
• Set and maintain global standards for call center operations, field service, and service quality, while allowing for regional execution.
• Lead the introduction of new tools, systems, and AI capabilities that support service operations, quality, and efficiency.
• Work closely with Product and Quality teams to feed service insights into product improvements and quality initiatives.
• Manage and influence global service leaders through direct and matrixed leadership and represent Service in senior management forums.

Requirements:

• Bachelor’s degree in electrical engineering or equivalent in-depth technical expertise.
• Minimum of 5 years of experience in international Service & Support organizations, with proven technical background from global technology companies.
• Proven leadership experience in Service & Support environments.
• Proven track record in service operations, including process, productivity, and operational improvement initiatives.
• Solid understanding of call center operations and service delivery models.
• Customer-focused mindset with strong analytical, execution, and financial skills.
• Strong leadership capabilities, fostering trust, motivation, and teamwork.
• Excellent verbal and written communication skills in Hebrew and English; additional languages are an advantage.