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
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Define and own the KPI framework and target-setting for OS&S service performance (availability, SLA adherence, quality, cost, customer satisfaction)
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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
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Ability to define and execute service and performance strategies aligned with business goals
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Understanding of frameworks for service delivery and governance
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Strong analytical skills to interpret KPIs, identify trends, and drive data-based decisions
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Capability to lead process optimization and transformation initiatives
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Skilled in influencing and collaborating with senior leaders and cross-functional teams
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Excellent ability to present performance insights and recommendations clearly
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Experience in managing organizational change and driving adoption of new processes
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Familiarity with service management tools (e.g., ServiceNow)
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Exposed to six sigma or kaizen or agile methodology
Other requirements
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Excellent command of both oral and written English are required
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Good command of both oral and written additional language is beneficial
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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
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