Head of Customer Service & Performance Management

Service strategy & governance

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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

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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

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Ensure OS&S service operations comply with Omya policies, regulatory requirements and internal controls, embedding risk management into service practices.

Technology & process enablement

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Leverage digital tools, analytics and automation to enhance service quality, incident resolution, capacity planning and reporting for OS&S.

Definition of responsibilities

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Define clear roles, responsibilities and ownership for all service and performance-management tasks within the OS&S team and across partner functions.

Upskilling

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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

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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

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University degree in Business Management, Business Administration, Economics, or any other related field

Experience

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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