France Service Ops Lead – Transformation & Growth

French Selection; Paris; Hybrid; EUR 77,000 - 94,000; Full time

Benefits offered by this job

Company car

Performance bonus

Job summary

French Selection UK is assisting a well-established international B2B technology group seeking a Service Operations Manager – France. Based in Paris with hybrid work (on-site with up to 20% remote), you will lead nationwide customer service and field service operations, ensuring SLA compliance, client satisfaction, and operational excellence.

The role demands senior leadership, multi-site governance, change management, and hands-on involvement.

Qualifications

• Senior Service Manager or Director-level profile with strong people leadership experience.
• Proven background in technical service management (hardware, IT, automation, or similar).
• Experience leading multi-site service organisations in complex B2B environments.
• Strong change management and transformation capability.

Responsibilities

• Lead and transform nationwide customer service and field service operations in France, ensuring service excellence and SLA compliance across a multi-site organisation.
• Own SLA delivery, service KPIs, customer satisfaction and profitability.
• Collaborate with Sales, Product, R&D, and Logistics teams and manage cost control and inventory coordination.

Skills

People leadership

Change management

Multi-site experience

Customer orientation

Escalation management

Problem solving

French language

Job description

A well-established international B2B technology group operating in regulated and service-critical environments, delivering hardware, software, and maintenance services to a diverse client base across France. The organisation is undergoing a phase of operational structuring and service transformation following recent integration activities.

Responsibilities

Service Operations Manager – France H/F
Location: Paris – Île-de-France (commutable within 1 hour by car)
Hybrid work: Predominantly on-site (up to 20% remote)
Salary: Up to 85,000€ per annum plus bonus plus company car
Ref: 757FR

Main duties:
Lead and transform nationwide customer service and field service operations in France, ensuring service excellence, SLA compliance, customer satisfaction, and operational efficiency across a multi-site organisation.

The role:
The Service Manager – France is a senior leadership position with full accountability for customer service and field service operations across France. The role is central to structuring, professionalising, and transforming the service organisation into a data-driven and performance-oriented function.

Responsibilities include:
– Full ownership of customer service and field service operations across France
– Leadership of multi-site teams including helpdesk (1st & 2nd line), field engineers, and external partners (approx. 40–50 employees)
– Transformation and structuring of service operations, governance, and execution
– Ownership of SLA delivery, service KPIs, customer satisfaction, and service profitability
– Hands-on leadership within a low-hierarchy environment, combining strategic oversight with operational involvement when required
– Harmonisation of processes, reporting, KPIs, and ways of working across sites
– Acting as the primary escalation point for customer disputes, critical incidents, and strategic accounts
– Close collaboration with Sales, Product, R&D, and Logistics teams
– Responsibility for service planning, inventory coordination, and cost control

Candidate's Profile

– Senior Service Manager or Director-level profile with strong people leadership experience
– Proven background in technical service management (hardware, electromechanical systems, IT, automation, or similar)
– Experience managing multi-site service organisations in complex B2B environments
– Strong change management and transformation capability
– Entrepreneurial, hands-on mindset with the ability to build structure and processes
– Strong customer orientation with excellent problem-solving and escalation management skills
– Excellent standard of fluency in French
– Willingness to travel regularly within France

Up to 85,000€ per annum, plus performance-related bonus (up to 15%) and company car, depending on experience