Head of Customer Service & Performance Management

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.

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%

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