Head of Service Management

Overview:

We are a leading innovator in the robotics and smart equipment industry, with strong growth momentum across Europe. As our business rapidly expands, we are building a world-class after-sales service ecosystem to ensure outstanding customer experiences and long-term operational excellence. To support this vision, we are seeking an experienced Head of Service Management to lead the design and execution of our European service partner network, drive service process excellence, and collaborate with our Service Manager team to continuously improve service quality across the region.

Responsibilities:

1. Service Partner Network Strategy & Management

• Lead the development and expansion of our European service partner (service provider) network across all markets;
• Define partner selection criteria, onboarding processes, performance standards, and lifecycle management models;
• Own the partner evaluation & tiering system, ensuring sustainable growth of a high-quality service ecosystem;
• Support new market entry with customized service partner strategies.

2. Service Process & KPI Excellence

• Design and optimize end-to-end after-sales service processes across the region, in collaboration with Service Manager teams;
• Develop and implement robust KPI systems (TAT, first-time-fix, NPS, etc.) to drive service quality improvements;
• Establish service governance mechanisms and service dashboards to enable data-driven management.

3. Collaboration & Leadership

• Collaborate closely with Head of Service (EU BU) to align service strategies with business growth;
• Work in tandem with Head of Service Manager (leads the Service Manager team) to ensure seamless service operations and regional execution;
• Coordinate with Service Support Head (Spare parts, Logistics, Platforms) to ensure operational readiness and efficiency.

4. Continuous Improvement & Customer Experience

• Drive continuous service innovation and enhancement initiatives;
• Promote a customer-centric mindset across all service partners and internal service teams;
• Act as a key advocate of service excellence within the EU BU organization.

Requirements:

1. Proven track record in building and managing service partner networks across multiple EU markets;

2. Strong understanding of B2B2C after-sales service models, ideally in robotics, smart hardware, home appliances, or related industries;

3. Hands-on experience in service process design, KPI management, and service governance frameworks;

4. Experience collaborating with cross-functional teams and managing complex stakeholder landscapes;

5. Strong leadership and influencing skills, with the ability to drive regional alignment and continuous improvement;

6. Excellent communication skills in English (additional EU languages are a strong plus);

7. Comfortable working in a fast-scaling, multicultural environment;

8. Willing to travel across Europe.

Why Join Us?

1. Play a key leadership role in building one of the most advanced after-sales service ecosystems in Europe;

2. Drive tangible impact in a rapidly scaling business;

3. Collaborate with an international team of passionate professionals;

4. Competitive compensation and growth opportunities.

If you are a service visionary ready to shape the future of smart equipment services in Europe, we would love to hear from you!