Head of Customer Service & Performance Management

Job description

Service strategy & governance Define and implement global service management strategies and governance frameworks for Omya OS&S to ensure consistency and compliance Performance monitoring & reporting Define and own the KPI framework and target-setting for OS&S service performance (availability, SLA adherence, quality, cost, customer satisfaction) Establish a reliable performance reporting cadence and deliver accurate, actionable reports and insights to OS&S leadership and Omya executive stakeholders Continuous improvement Identify, prioritize and sponsor initiatives to optimize service delivery, reduce costs, increase efficiency and raise customer satisfaction across OS&S Use KPI analysis, customer feedback and benchmarking to drive targeted improvement programs and measure benefit realization Stakeholder collaboration Partner closely with OS&S service delivery teams, business units and regional stakeholders to align service performance with Omya business objectives and customer needs Risk & compliance management Ensure OS&S service operations comply with Omya policies, regulatory requirements and internal controls, embedding risk management into service practices. Technology & process enablement Leverage digital tools, analytics and automation to enhance service quality, incident resolution, capacity planning and reporting for OS&S. Definition of responsibilities Define clear roles, responsibilities and ownership for all service and performance-management tasks within the OS&S team and across partner functions. Upskilling Ensure the service & performance management team within OS&S has the necessary skills and capabilities to operate required IT systems, handle complex cases, and implement standards and guidelines. Planning & budgeting Leads the OS&S planning and budgeting process, ensuring accurate forecasting of service demand, resource needs, and operational costs to support effective decision-making and organizational performance. JOB REQUIREMENTS Education University degree in Business Management, Business Administration, Economics, or any other related field Experience Minimum 7 years of relevant working experience in a leadership position Knowledge and skills Ability to define and execute service and performance strategies aligned with business goals Understanding of frameworks for service delivery and governance Strong analytical skills to interpret KPIs, identify trends, and drive data-based decisions Capability to lead process optimization and transformation initiatives Skilled in influencing and collaborating with senior leaders and cross-functional teams Excellent ability to present performance insights and recommendations clearly Experience in managing organizational change and driving adoption of new processes Familiarity with service management tools (e.g., ServiceNow) Exposed to six sigma or kaizen or agile methodology Other requirements Excellent command of both oral and written English are required Good command of both oral and written additional language is beneficial Willingness to travel up to 15% POSITION SCOPE Reporting Line(s) Solid line(s) to: Global head of customer engagement & service governance Dotted line(s) to: Number of direct reports: Number of dotted line reports: Performance Measures SLA/OLA compliance rate Customer satisfaction Accuracy of KPI reporting Trend analysis & forecasting Working Relationships Internal contacts: OS&S management team DTX Service Line leads Regional leads External contacts: Market research institutes for KPI benchmarking