Global Service Operations Leader
Poland
Responsibilities
Location Kraków, PL Job ID REQ-053681Purpose
The Service Operations Leader is a strategic leadership role responsible for overseeing the efficiency and effectiveness of our service delivery functions. This position requires a seasoned professional with a deep understanding of service operations, exceptional leadership skills, and a track record of driving operational excellence.
The successful Candidate in this role will lead a team of managers and specialists, collaborate with other senior leaders, and ensure that service operations align with the company’s overall strategic goals.
Responsibilities
Strategic Leadership:
Develop and implement the strategic vision for service operations, ensuring alignment with the company’s broader goals and objectives.
Lead the creation and execution of service delivery strategies that enhance customer satisfaction, operational efficiency, and profitability.
Operational Management:
Oversee the daily operations of service functions, including planning, coordinating, and executing service delivery processes.
Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and drive continuous improvement initiatives.
Team Leadership:
Manage and mentor a team of service operations managers and staff, fostering a culture of collaboration, accountability, and professional development.
Conduct regular performance reviews and provide guidance and support to ensure high levels of team performance and engagement.
Customer Experience:
Ensure exceptional service delivery standards are met consistently, with a focus on enhancing the overall customer experience.
Address and resolve complex customer issues and escalations, collaborating with other departments as needed to find effective solutions.
Process Improvement:
Identify opportunities for process improvements and efficiency gains within service operations.
Implement best practices and innovative solutions to streamline operations and reduce costs while maintaining high-quality service standards.
Financial Oversight:
Develop and manage the budget for service operations, ensuring cost-effective use of resources.
Monitor financial performance and take corrective actions as necessary to stay within budget and achieve financial targets.
Cross-Functional Collaboration:
Collaborate with other departments, including Sales, Marketing, and Product Development, to ensure seamless service delivery and support business objectives.
Lead cross-functional projects and initiatives that impact service operations and contribute to the company’s strategic goals.
Compliance and Risk Management:
Ensure service operations comply with relevant regulations, industry standards, and company policies.
Identify and manage operational risks, developing and implementing mitigation strategies to minimize impact.
Basic Qualifications
Bachelor’s degree in business administration, Operations Management, or a related field; MBA or advanced degree preferred.
Proven experience (typically 10+ years) in service operations management, with at least 5 years in a senior leadership role.
Preferred Qualifications:
Strong understanding of service delivery models, operational best practices, and customer experience management.
Exceptional leadership and people management skills, with the ability to motivate and develop high-performing teams.
Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.
Strong financial acumen and experience managing budgets and financial performance.
Outstanding communication and interpersonal skills, with the ability to influence and collaborate with senior stakeholders.
Experience with change management and leading transformation initiatives is highly desirable.
What we offer:
Private healthcare including dental care – MEDICOVER,
Life and long-term disability insurance – GENERALI,
Gym card - MULTISPORT,
Social Fund Subsidies,
Home Office allowance,
Tuition reimbursement,
Referral awards,
Internal career development opportunities in multiple business areas,
and up to 4 additional days of vacation by length of service in the company.
PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.
