The Head of customer service & performance mgmt. defines and drives the strategy, governance and operating model for service delivery and performance across Omya Services & Solutions (OS&S). This role is accountable for establishing consistent service management frameworks, defining and collaborating with service lines KPIs and reporting, and leading continuous improvement initiatives to ensure reliable, efficient and customer-centric services. The role leads a performance-focused team, partners with OS&S and business stakeholders, and ensures alignment with Omya's business objectives, compliance requirements and customer satisfaction goals.
KEY ACCOUNTABILITIES
Service strategy & governance
- Define and implement global service management strategies and governance frameworks for Omya OS&S to ensure consistency and compliance
Performancemonitoring& 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
Stakeholdercollaboration
- 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 serviceand 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
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
