Global Head of Service transformation

At Ayvens, progress starts with you.

Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move.

Global Head of Service Transformation 

About Customer & Driver Services 

Customer & Driver Services (C&D) is a central function responsible for helping Ayvens improve customer satisfaction, service quality, and operational efficiency across its markets. 

We achieve this by understanding customer needs, translating insights into action, driving service transformation, and supporting countries in adopting global standards and solutions.  

At the heart of our culture is collaboration, continuous improvement, accountability, and a genuine passion for creating better experiences for customers and colleagues 

The Role 

the Global Head of Service Transformation is a highly visible leadership role responsible for defining the service transformation at Ayvens. The role combines Strategic Transformation leadership with the responsibilities of a Global Business Solution Manager, ensuring that service strategy, business priorities, and solution delivery remain closely connected. 

You will define the global service transformation roadmap, govern the portfolio of improvement initiatives, and ensure opportunities are translated into scalable business solutions that improve customer experience, operational performance, productivity, and business outcomes. 

Working closely with senior stakeholders across countries, and central functions you will act as the bridge between strategy and execution, ensuring the right priorities are addressed and measurable, value is delivered. 

You will be reporting to the Group Director Customer & Driver Services,  

Key Responsibilities 

• Define and lead the global Customer & Driver Services transformation strategy and roadmap. It focuses on large scale change and redesigning how the service organization operates.  

• Aligns leadership, people, processes and technology around strategic goals.  

• Own the prioritization and governance of the global service transformation portfolio, ensure effective delivery frameworks and governance  

• Identify service transformation opportunities by combining customer insights, operational performance, country needs, and strategic priorities. 

• As Business Solution Manager you translate business challenges into scalable process, technology, data, and organizational solutions and lead the end-to-end business change lifecycle, from opportunity identification through implementation, adoption, and value realization. You act as a trusted advisor to senior business leaders and country stakeholders and build strong partnerships with Digital & IT, ensuring business needs are translated into successful solutions while maintaining clear ownership of business outcomes. 

Who Are We Looking For? 

• A strategic transformation leader with a strong track record in service, operations, or customer transformation. 

• An experienced business solution professional who knows how to translate strategy into practical and scalable improvements. 

• A natural relationship builder who can engage, influence, and align senior stakeholders across multiple countries and functions. 

• A data-driven decision maker with the ability to combine customer, operational, and financial insights. 

• A hands-on change leader who is equally comfortable defining strategy and driving execution. 

• A customer-focused professional with a passion for improving service performance and delivering measurable business value. 

The Ideal Candidate 

The ideal candidate combines the strategic mindset of a transformation leader with the execution capabilities of a business solution expert. You understand how service organizations operate, how customer expectations evolve, and how technology, data, processes, and people must come together to create meaningful change. 

You bring the interpersonal skills required to build strong relationships across functions, countries, and senior leadership teams, while maintaining a clear focus on business outcomes. Beyond defining the future service vision, you have a proven ability to turn complex challenges into practical solutions, successfully manage change, and ensure benefits are realized. 

You are recognized for balancing strategic thinking with operational pragmatism, bringing people together around a common goal, and consistently delivering sustainable improvements in customer experience, service quality, and efficiency. 

Experience & Qualifications 

• Bachelor's or Master's degree in Business Administration, Engineering, Economics, Management, or a related field. 

• 10+ years of experience in Service Transformation, Business Transformation, Operational Excellence, Consulting, Customer Operations, or related disciplines. 

• Proven experience leading large-scale transformation programmes in an international and matrix environment. 

• Demonstrated success in developing transformation strategies, roadmaps, business cases, and governance frameworks. 

• Strong experience managing cross-functional programmes involving business, technology, data, operational, and customer experience stakeholders. 

• Experience in customer service, operations, business process improvement, or digital transformation environments. 

• Strong analytical and problem-solving skills with the ability to translate data into business decisions. 

• Experience influencing stakeholders at executive level. 

• Knowledge of change management, process improvement, and performance management frameworks. 

• Fluent in English, both written and spoken. 

Why Join Us? 

This is a unique opportunity to shape the future of service at Ayvens. You will lead a strategically important domain, influence senior business decisions, and play a critical role in transforming how service is delivered across our global organization. Together with a highly engaged international team, you will help create better experiences for customers, improve operational performance, and drive meaningful business impact 

What do we offer?   

We're on this journey together. By investing in professional growth, rewards and incentives, plus plenty of training and experience on the job, we create an inspiring environment for our colleagues that fosters high performance with positive impact. 

• Enjoy comprehensive rewards and recognition. 

We believe in rewarding you holistically, through compensation, competitive benefits and rich development opportunities. 

• Discover your talent. 

We enable you to reach your full potential by offering you the opportunities and support to reach the next level in your career. 

• Benefit from a healthy, positive work atmosphere. 

We offer a wide variety of benefits to help keep you mentally and physically strong and to find the perfect work–life balance. 

• Find a shared sense of belonging. 

We create an engaging environment where you can be your authentic self and harness your commitment, curiosity and collaboration. 

• Build a sustainable future. 

We’re conscious of our environment and the societies we’re part of and we work together to drive electrification and lead the way to decarbonisation. 

Make your Move at Ayvens 

Ayvens provides a unique opportunity: the chance to accelerate the transition to electric, lead the way to decarbonisation and shape the industry’s digital transformation. Behind the wheel, our people make the difference, driving us towards our ambitions. Ayvens is home to the best talent in the industry – so if you’re looking for a fulfilling career with positive impact, we’d love to discuss your opportunities with us! 

Ready to make your move at Ayvens? Join a global leader in sustainable mobility and follow @ayvens, @lifeatayvens, and Ayvens on LinkedIn to check out what’s happening at Ayvens! 

Our commitment 

We’re committed to building a culture where everyone can be themselves and where everyone gets an equal chance to make their journey count. If you’d like to learn more about our DE&I journey – and how you can contribute – please find out more on Career pages of our website. 

Why Ayvens?  

With over 3.1 million vehicles managed across more than 40 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.

At Ayvens, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. We’re committed to sustainable mobility and have made it a core part of our strategy. In everything we do, we’re guided by the principles of authenticity, curiosity, commitment and collaboration. We aim to foster an organisation that's diverse in people and ideas, where everyone can thrive and be themselves, no matter who they are.

Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates, news, and insights.