About this role
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