Global Service Manager

HARMAN International; Worthing; Hybrid; GBP 90,000 - 140,000; Full time

Job summary

HARMAN Lifestyle seeks a Global Service Manager to lead the strategic and tactical operations of service and spares across a multi-brand portfolio. You will drive end-to-end processes, governance, and data-driven decisions to ensure scalable, high-quality service delivery aligned with business goals.

You will manage a global partner network, spare strategies, and reverse logistics while collaborating with product, engineering, and quality teams to embed serviceability and lifecycle value into

Qualifications

• Extensive global service operations leadership experience.
• Proven track record of leading geographically dispersed teams.
• Strong SAP/ERP systems expertise to support service operations, spares, inventory and fulfilment.
• Deep experience in inventory management and supply chain operations including demand planning and reverse logistics.
• Leadership in transformation/change management delivering improvements across processes and systems.
• Ability to operate in a global, matrixed organisation with senior stakeholder influence.

Responsibilities

• Lead the global strategy and execution of service and spares operations across a multi-brand portfolio.
• Define and deliver the service operations roadmap with scalable processes and systems.
• Oversee a global network of authorised service partners.
• Own end-to-end spares and reverse logistics including planning, fulfilment, repairs and returns.
• Collaborate with Sales and eCommerce to prioritise refurbishment activities for revenue recovery.
• Own budget, cost-to-serve, and profitability with strong governance via KPIs/SLAs.
• Lead transformation and continuous improvement across global service operations.
• Build and develop a high-performing global organisation with a culture of accountability.

Skills

Global service leadership

Stakeholder management

Data-driven decision making

SAP ERP

Inventory management

Change management

Education

Bachelor’s degree in business

Supply chain degree

Engineering degree

Tools

Power BI

Inventory management systems

Job description

Do you want to work for some of the world’s leading audio brands? Become a part of the HARMAN team and get to work for our Sound United Business Unit.

By joining HARMAN, you'll dive headfirst into the exciting world of headphones, portable speakers, party boxes and other audio technologies, and contribute to the success of Harman Lifestyle EMEA business. The consumer audio industry is fast paced, fun and dynamic and we’re looking for someone who is proactive, loves to work with a lot of different stakeholders from all over the globe and has creative ideas.

You will join our Sound United Business Unit with iconic brands like Bowers & Wilkins, Denon, Marantz, Polk Audio, Definitive Technology, Classé, and Boston Acoustics, based in Worthing, UK in the position of:

Global Service Manager

A Career at HARMAN Lifestyle

We’re a global, multi-disciplinary team that’s putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle, you connect consumers with the power of superior sound.

• Contribute your talents to high-end, esteemed brands like JBL, Harman Kardon, Mark Levinson and Revel.
• Unite your passion for audio innovation with high-tech product development.
• Create pitch-perfect, cutting-edge technology that elevates the listening experience.

About the Role

At Sound United, we’re passionate about bringing joy to the world through sound. As one of the largest audio portfolio companies globally, we’re home to iconic brands like Bowers & Wilkins, Denon, Marantz, Polk Audio, Definitive Technology, Classé, and Boston Acoustics. Each brand carries its own legacy, and together, we’re shaping the future of home entertainment.

You will be responsible for the strategic and tactical leadership of global service and spares operations across a multi-brand portfolio. The role drives the design, standardization, and optimization of end-to-end processes, systems, and operating models to ensure efficient, scalable, and high-quality service delivery aligned with business objectives and market dynamics.

Key responsibilities include oversight of a global network of authorized service partners, spares strategy and execution (inventory planning, distribution, and fulfilment), and reverse logistics, including repairs, returns, and B-stock rework.

The role focuses on streamlining and enhancing service-related processes through data and analytics to drive operational excellence and cross-functional alignment. It defines and executes the service operations roadmap, ensuring readiness for future growth.

Working closely with global brand teams, customer service, quality, engineering colleagues, and regional organizations, the Director aligns current operations and shapes the future state of service delivery, ensuring strong customer outcomes and lifecycle value.

What You Will Do

• Lead the global strategy and execution of service and spares operations across a multi-brand portfolio, ensuring alignment with business objectives and market dynamics.
• Define and deliver the service operations roadmap, driving scalable, efficient, and high-quality end-to-end processes, systems, and operating models.
• Oversee a global network of authorised service partners, ensuring consistent performance, compliance, and ongoing capability development.
• Own the end-to-end spares and reverse logistics strategy, including demand planning, inventory optimisation, fulfilment, repairs, returns, refurbishment, and B-stock rework, balancing service levels, cost, and asset recovery.
• Collaborate with Sales and eCommerce teams to prioritise rework and refurbishment activities, enabling revenue recovery and maximising commercial opportunities from returned and B-stock inventory.
• Hold full fiscal accountability for service operations, including budget ownership, cost control, investment planning, and optimisation of cost-to-serve and profitability.
• Establish and drive performance management through global KPIs and SLAs, leveraging data and analytics to improve decision-making, governance, and operational outcomes.
• Lead transformation and continuous improvement initiatives, enhancing standardisation, automation, and visibility across global service operations.
• Build and lead a high-performing global organisation, driving capability development, succession planning, and a culture of accountability, customer focus, and continuous improvement.
• Act as a key strategic partner to product, engineering, and quality teams to embed serviceability, reliability, and sustainability principles into product design, ensuring right-first-time outcomes and reduced lifecycle cost.
• Leverage field service data, repair insights, and failure analysis to influence product improvements and future product development, strengthening quality, durability, and circularity across the portfolio.
• Collaborate with global brand, customer service, and regional teams to align priorities, resolve performance gaps, and ensure adherence to regional regulatory, legal, and safety requirements.

What You Need to Be Successful

• Extensive experience in global service operations leadership, with a proven track record of driving operational excellence, performance improvement, and transformation.
• Demonstrated success in leading leaders, building and developing high-performing, geographically dispersed teams.
• Strong expertise in SAP or equivalent ERP systems, with hands-on experience supporting service operations, spares management, inventory, and fulfilment.
• Deep experience in inventory management and supply chain operations, including demand planning, stock optimisation, reverse logistics, and working capital control.
• Proven experience in leading transformation and change management initiatives, delivering sustainable improvements across processes, systems, and organisational capabilities.
• Ability to operate effectively in a global, matrixed organisation, driving alignment across regions, functions, and stakeholders.
• Strong stakeholder management and influencing skills, with the ability to collaborate cross-functionally and engage senior leadership.
• Data-driven mindset, with the ability to analyse complex data and translate insights into actionable decisions.
• Strong customer-centric approach, linking service operations to customer experience and business outcomes.
• Bachelor’s degree in business, Supply Chain, Engineering, or a related field.

Bonus Points if You Have

• Experience with data visualisation and analytics tools (e.g., Power BI or similar).
• Advanced degree or relevant professional certifications (e.g., supply chain, operations, Lean/Six Sigma).

What Makes You Eligible

• Be willing to travel up to 20%, both domestically & internationally.
• This role hybrid 60% at HARMAN Worthing office and optional 40% remote, in line with HARMAN Flex policy.
• Successfully completing a background check and reference checks.
• Due to the nature of global infrastructure, you understand that flexibility in working hours is required.

What We Offer

• Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location.
• Access to employee discounts on world-class products (JBL, HARMAN Kardon, AKG, Bowers & Wilkins and more).
• Extensive training opportunities through our own HARMAN University.
• Competitive wellness benefits.
• “Be Brilliant” employee recognition and rewards program.
• An inclusive and diverse work environment that fosters and encourages professional and personal development.

You Belong Here

HARMAN is committed to making every employee feel welcomed, valued, and empowered. No matter what role you play, we encourage you to share your ideas, voice your distinct perspective, and bring your whole self with you – all within a support-minded culture that celebrates what makes each of us unique. We also recognize that learning is a lifelong pursuit and want you to flourish. We proudly offer added opportunities for training, development, and continuing education, further empowering you to live the career you want.

About HARMAN: Where Innovation Unleashes Next-Level Technology

Ever since the 1920s, we’ve been amplifying the sense of sound. Today, that legacy endures, with integrated technology platforms that make the world smarter, safer, and more connected.

Across automotive, lifestyle, and digital transformation solutions, we create innovative technologies that turn ordinary moments into extraordinary experiences. Our renowned automotive and lifestyle solutions can be found everywhere, from the music we play in our cars and homes to venues that feature today’s most sought-after performers, while our digital transformation solutions serve humanity by addressing the world’s ever-evolving needs and demands. Marketing our award-winning portfolio under 16 iconic brands, such as JBL, Mark Levinson, and Revel, we set ourselves apart by exceeding the highest engineering and design standards for our customers, our partners and each other.

Important Notice: Recruitment Scams

Please be aware that HARMAN recruiters will always communicate with you from an '@harman.com', ‘@careers.harman.com’ or ‘harmanglobal.avature.net’ email address. We will never ask for payments, banking, credit card, personal financial information or access to your LinkedIn/email account during the screening, interview, or recruitment process. If you are asked for such information or receive communication from an email address not ending in one of the above email domains about a job with HARMAN, please cease communication immediately and report the incident to us through: [e-mail].

HARMAN is proud to be an Equal Opportunity employer. HARMAN strives to hire the best qualified candidates and is committed to building a workforce representative of the diverse marketplaces and communities of our global colleagues and customers. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. HARMAN attracts, hires, and develops employees based on merit, qualifications and job-related performance.(www.harman.com)