Global Service Operations Lead – SLAs & Escalations

Robin Radar; Den Haag; On-site; EUR 80,000 - 110,000; Full time

Benefits offered by this job

Great Place to Work certified

Comprehensive pension plan

Commuting allowance

30 days of paid holiday leave

Training and certifications

High quality equipment

International team

Job summary

Robin Radar is seeking a Team Lead Service Operations to guide the daily operations of our support crew, ensuring service delivery standards and worldwide radar and software reliability.

You will manage ticket queues, spare parts logistics, and collaborate with engineering and product teams to translate insights into product improvements, while maintaining SLAs and warranty commitments.

Qualifications

• BA or BSc degree in a technical or business field.
• 5+ years in spare parts management and technical customer support.
• Experience leading operational sub-teams in a technical service environment.
• Hands-on with Jira Service Management and ERPs.
• Fluency in English.

Responsibilities

• Operational leadership and coaching of sub-team with regular check-ins.
• Queue and spare parts management using Jira Service Management and SLA enforcement.
• Escalation and technical de-escalation as primary ops contact for complex cases.
• Design and roll out structured Service and Support subscription models and align SLAs.
• Improve processes, runbooks, and Confluence documentation to improve knowledge access.
• Provide product and engineering feedback by translating incident data into improvements.

Skills

Professional English fluency

Analytical mindset

De-escalation skills

Clear communication

Education

BA or BSc in Engineering or related field

Tools

Jira Service Management

ERP systems

Job description

Robin Radar is seeking a Team Lead Service Operations to guide the daily operations of our support crew, ensuring service delivery standards and worldwide radar and software reliability.

You will manage ticket queues, spare parts logistics, and collaborate with engineering and product teams to translate insights into product improvements, while maintaining SLAs and warranty commitments.