Service Operations General Manager, EAGM Zone

About the role

The Service Operations General Manager for the EAGM Zone will lead service delivery across multiple regions, driving customer experience, operational performance and profitable growth. This senior leader will shape and execute a future‑ready service strategy while ensuring safety, quality and employee engagement.

Key responsibilities

• Develop and execute the EAGM service delivery strategy aligned with enterprise priorities and regional growth objectives.
• Own P&L performance, cost control, margin expansion, cash collection and billing processes.
• Drive field and remote service productivity through standard work, capacity management and digital tools.
• Lead operating reviews, daily management systems and corrective actions to meet performance targets.
• Manage customer experience, escalation handling and continuous improvement of CSAT, time‑to‑repair and first‑call resolution.
• Partner with Global Service Organization, Finance, HR, Quality, EHS and zone leaders to ensure aligned execution.

Required profile

• Extensive experience leading large‑scale service organizations with P&L responsibility.
• Proven ability to improve operational efficiency, productivity and cost performance.
• Strong lean operating discipline and data‑driven decision making.
• Excellent cross‑functional leadership and stakeholder management skills.
• Track record of building high‑performance, inclusive cultures.

Required skills

• Lean management and continuous improvement methodologies.
• Service delivery tools, KPI frameworks and performance dashboards.
• Digital service platforms and remote service technologies.
• Financial analysis and margin management.