Position Description: Job Responsibilities: • Define the overall EMEA services strategy in line with the Global Services 4U Strategy and the Service LED Transformation requirements • Build the right organizational structure with the right talent • Design and optimization of the End-to-end Services Processes in EMEA • Best in class cost & customer experience for all types of services and customer segments • Driving for initiatives to increase customer experience and reduce service cost • Define EMEA’s insourcing and outsourcing strategy • Establish and implement departmental policies, goals, objectives, and procedures to increase overall efficiency • Review financial statements and activity reports, and other performance data to measure productivity and goal achievement and to determine areas of improvement. • Collaboration and support Parts Management Team to ensure inventory is maintained and consistent with the Service and Parts department requirements. • Determine and implement the right target/KPIs and service levels in each customer segment to minimize cost and maximize customer experience/loyalty. • Handle customer concerns that demand management’s attention tactfully, promptly, and with genuine concern for the customer’s problems. • Multi-Country Management across EMEA GEO • Coach, mentor and develop employees, emphasize teamwork spirit, and appreciate diversity, cohesiveness and working effectively together. #### Position Requirements: • Strong knowledge of end-to-end service operations and processes with specific focus in the following areas : o Service Delivery and Repair (Onsite, Depot, Self Services, etc.) o Contact Engagement Centers o Technical Support o Parts Planning and Supply Chain o eServices • Very good financial knowledge/understanding • Strong knowledge in customer experience management and experience delivery • Experience in building organization and change management • Capabilities to build/maintain relationship and collaboration internally and externally • Experience with contract management and negotiations Other Dimensions: • Proven ability to support and deliver IT Services business with hands-on experience and deep knowledge of Project Management and Service Management. • Understand different culture/practice/process across EMEA GEO • Excellent leadership to keep employees motivated, resolve conflicts and make hard decisions when required • Base gross monthly salary from 8000 EUR, depending on experience + variable part We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any federal, state, or local protected class.