Head of Customer Service & Performance Management

**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