Service Excellence Manager
About the role
The Service Excellence Manager is accountable for ensuring services are delivered in line with agreed SLA commitments, while driving structural improvements and transformation across service operations. This role requires regional, end-to-end experience managing service parts operations, including warehouse operations, logistics flows, service parts refurbishment, and returns management, as well as ensuring that field service providers execute repairs within SLA. The role ensures that both the physical service parts ecosystem and field service execution work together to support consistent service delivery, operational efficiency, and cost control.
Key responsibilities
Own end-to-end service performance, ensuring services are delivered according to defined SLAs
Act as the accountability point to ensure service parts readiness and field service execution jointly support timely repairs
Identify risks to SLA arising from parts availability, warehouse operations, logistics flows, refurbishment, or field service execution delays, and drive corrective alignment
Provide clear operational prioritization and guidance to protect SLA performance across regions and service partners
Ensure field service providers complete repairs within required SLA and turnaround time
Work closely with service providers to monitor repair progress and address delays related to execution, technician availability, or process adherence
Partner with service parts, warehouse, and logistics teams to ensure parts are available, positioned, and flowing effectively to support field service execution
Ensure faulty and used parts are returned, refurbished, or dispositioned within defined timelines and policies
Lead initiatives to optimize and transform warehouse, logistics, and service execution models supporting service delivery
Identify opportunities to improve repair cycle time, operational efficiency, scalability, and cost structure
About you
Bachelor's degree in Business, Engineering, Operations, or a related discipline
5–8+ years of experience in service operations, field service support, service parts operations, logistics, or after-sales environments
Proven regional experience managing service parts operations end to end, including warehouses, logistics, and refurbishment
Experience working closely with field service providers to ensure repairs are completed within SLA
Experience operating in SLA-driven service environments