Service Management Senior Manager

About The Role

As Service Management Senior Manager, Sales Order Management (SOM), you lead the end-to-end transformation of Dyson's global SOM agenda across all markets and regions. Reporting to the Senior Director, Dyson Business Services, you shape and drive the SOM transformation strategy, roadmap, and portfolio of initiatives, translating business ambition into delivered, measurable outcomes. You work in close partnership with the Global Process Owner (SOM), who owns the process standard, design, and controls, while you lead the transformation programme that brings that standard to life at scale.

Operating as the senior delivery leader for the SOM agenda, you own the transformation roadmap, secure leadership alignment and investment, and orchestrate delivery across DBS operations, Supply Chain, Customer Service, Sales, Finance, and IT. You are a change agent who navigates complexity and competing priorities, influences senior stakeholders without direct authority, and mobilizes cross-functional teams – without direct reports – to deliver sustainable change and business value.

Key Responsibilities

1. Transformation Strategy & Portfolio Leadership

• Shape and own the multi-year transformation strategy and roadmap for the end-to-end SOM agenda across all Dyson markets
• Prioritize and sequence the portfolio of SOM initiatives to maximize business value, feasibility, and global impact
• Build the business case for change, securing leadership alignment and investment on scope, outcomes, and pace
• Partner with the Global Process Owner to translate the agreed target process design and standards into a deliverable transformation agenda

2. Transformation Delivery & Execution

• Own delivery of the global SOM transformation portfolio, translating strategy into structured plans with clear scope, milestones, owners, and outcomes
• Drive delivery to completion, ensuring initiatives are fully implemented, embedded, and sustained in operations
• Hold accountability for critical delivery decisions – scope, sequencing, trade-offs, risks, dependencies, and blockers – taken within the process framework and standards established by the Global Process Owner, escalating only where decisions fall outside that framework
• Identify and lead opportunities for simplification, harmonization, and automation across the SOM value chain

3. Process Scope & Focus Areas

• Order capture & validation – drive improvement in first-time-right entry across channels (EDI, portal, manual)
• Master data discipline – improve pricing, customer, and product data accuracy and consistency (in partnership with DBS GMDM and the GPO)
• Pricing controls – strengthen upfront controls, improve exception transparency, and reduce manual adjustments over time
• Stock allocation – improve inventory visibility and reliability of delivery date commitments
• Fulfilment orchestration – enable end-to-end order visibility (capture → ship → invoice → cash) and support issue resolution (in partnership with DBS OTC)
• Returns (RMA) – standardize, automate, and improve traceability; enable root-cause insights back into product, pricing, and process

4. Delivery Governance & Controls Assurance

• Run robust delivery governance for the SOM transformation portfolio, maintaining transparency on scope, progress, risks, and decisions
• Ensure transformation initiatives embed the controls and compliance requirements defined by the Global Process Owner, so delivered solutions are audit-ready
• Maintain the transformation backlog, ensuring initiatives are clearly defined (scope, benefit, owner, status) and aligned to GPO-agreed process priorities
• Partner with the GPO, Internal Controls, and audit teams to support reviews relating to order management processes

5. Leadership & Delivery Through Others

• Deliver through others: lead, direct, and manage multidisciplinary project and workstream teams of experienced professionals drawn from across DBS, functions, and markets – holding them accountable for delivery despite the absence of a direct reporting line
• Set direction, allocate work, and manage the performance and delivery of matrixed resources through the full lifecycle of transformation initiatives
• Lead global and regional stakeholder alignment across DBS operations, Supply Chain, Customer Service, Sales, Finance, and IT
• Influence and align stakeholders at all levels on priorities, timelines, and deliverables, with the credibility to challenge
• Bridge business requirements with technical delivery to ensure solutions are practical, compliant, and scalable
• Motivate, coach, and develop team members, building delivery capability and creating a high-performing, collaborative team environment across matrixed teams

6. Digital, Automation & Performance

• Drive the digital and automation delivery agenda for SOM, translating process needs into clear use cases for IT, automation, and selected AI solutions
• Track delivery performance and business value (efficiency, visibility, cycle time), reporting against the KPIs and targets defined with the Global Process Owner
• Ensure adoption and measurable impact of solutions (efficiency, visibility, cycle time), not only deployment
• Create transparency across the transformation agenda for leadership and stakeholders through structured reporting

Success Measures

• Strategy: A clear, endorsed SOM transformation roadmap, delivering against agreed business objectives
• Delivery: Prioritized initiatives delivered on time, with clear progress across returns, reporting, and automation
• Adoption: Solutions consistently implemented, embedded, and used across markets
• Assurance: Delivered change is well-controlled and audit-ready, consistent with GPO-defined standards
• Impact: Improved order visibility, reduced manual effort, fewer ageing/stalled orders, better return process performance

About You

• Minimum of 10 years' experience in Sales Order Management, Order-to-Cash, or related operational processes, with a strong focus on process transformation, standardization, or global process ownership in a multinational environment

• Master degree in Business Administration, Supply Chain, Operations, or a related field. Professional certifications in programme/project management (e.g. PMP, PRINCE2) or process excellence (e.g. Lean Six Sigma) are highly desirable

• In-depth knowledge of end-to-end SOM/OTC processes and associated control frameworks. Proficiency with SAP. Familiarity with process automation and digital transformation solutions
• Demonstrated experience designing, standardizing, and optimizing operational processes, and leading global transformation, automation, or continuous improvement initiatives at scale
• Strong analytical, critical thinking, and problem-solving skills, with the ability to assess complex issues, identify root causes, and recommend practical solutions
• Proven capability as a process subject-matter expert, collaborating closely with operations, IT, Internal Controls, and business partners at global/regional levels
• Demonstrated ability to deliver through others – leading, directing, and getting high performance from experienced professionals and multidisciplinary teams in a matrixed environment without direct line authority
• Fluency in English (both written and spoken) is required

Reward package

•  Starting salary from PLN 259,000 annually, with potential for a higher offer based on skills and experience 

• Performance bonus opportunity

• Employee Capital Plan (PPK)

• Employee Savings Plan (PPO)

• Company-paid life insurance

• Holiday allowance

• Allowance for corrective glasses and contact lenses

• Subsidised on-site canteen

• Exclusive discount on Dyson products

• Comprehensive private medical insurance

• Employee Assistance Programme (EAP)

• Benefits platform with Multisport card

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Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.