About the Organization

We are a Fortune 500 global technology enterprise delivering advanced industrial automation, intelligent manufacturing systems, robotics, digital infrastructure, and lifecycle service solutions to some of the world’s largest organizations across manufacturing, aerospace, energy, healthcare, logistics, automotive, and critical infrastructure sectors. Our portfolio combines cutting-edge engineering with AI-powered predictive maintenance, cloud-based asset management, IoT connectivity, and data-driven service operations to maximize uptime and operational performance for customers worldwide.

Operating across more than 60 countries, our organization supports thousands of enterprise clients through an extensive network of regional service centers, technical support teams, field engineers, remote operations centers, and customer success organizations. Every year, we manage millions of service requests, maintenance events, technical deployments, and mission-critical customer engagements while maintaining industry-leading service quality, safety standards, and customer satisfaction.

As part of our continued global expansion, we are seeking an accomplished Vice President of Service Operations to lead enterprise-wide service delivery, field operations, customer support, technical services, and operational transformation initiatives. This executive leader will oversee a large, geographically distributed organization responsible for delivering exceptional customer experiences while improving operational efficiency, profitability, workforce productivity, and service innovation.

The successful candidate will possess extensive executive leadership experience, a strong operational mindset, and the ability to build scalable service organizations capable of supporting rapid business growth across international markets. This role will work closely with executive leadership to shape corporate strategy, optimize service delivery, and strengthen long-term customer partnerships.

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Essential Duties and Responsibilities

Enterprise Service Operations Leadership

• Develop and execute a comprehensive global service operations strategy aligned with corporate growth objectives and customer success initiatives.
• Lead all aspects of field service, technical support, customer service operations, remote monitoring, repair services, and service delivery functions.
• Standardize operational processes across global regions while maintaining flexibility for local market requirements.
• Establish scalable service models that improve efficiency, quality, and customer satisfaction.

Operational Excellence & Continuous Improvement

• Drive enterprise-wide operational excellence initiatives utilizing Lean, Six Sigma, automation, and digital transformation methodologies.
• Monitor service performance metrics including SLA compliance, first-time fix rates, response times, asset utilization, workforce productivity, and customer satisfaction.
• Identify operational bottlenecks and implement sustainable improvements that enhance service quality and reduce costs.
• Champion continuous improvement programs that maximize operational efficiency across global service organizations.

Customer Experience & Service Innovation

• Build a customer-centric service culture focused on delivering exceptional experiences throughout the customer lifecycle.
• Partner with Sales, Customer Success, Product Management, Engineering, and Marketing teams to enhance customer engagement strategies.
• Lead service innovation initiatives including AI-enabled diagnostics, predictive maintenance, remote service capabilities, and self-service technologies.
• Develop long-term customer retention strategies that strengthen strategic partnerships and recurring service revenue.

Financial & Business Performance

• Own the global service operations P&L, including revenue growth, profitability, operating expenses, capital investments, and workforce planning.
• Develop annual budgets, financial forecasts, and strategic investment plans.
• Monitor financial performance through KPI dashboards and executive reporting.
• Optimize service profitability through operational efficiencies, pricing strategies, and resource utilization.

Leadership & Organizational Development

• Lead and mentor senior directors, regional vice presidents, service managers, and cross-functional leadership teams.
• Build high-performing organizations through executive coaching, succession planning, leadership development, and talent acquisition.
• Foster a culture of accountability, innovation, collaboration, inclusion, and operational excellence.
• Support enterprise workforce planning to ensure organizational scalability.

Technology & Digital Transformation

• Lead implementation of enterprise service management platforms, field service technologies, AI-powered analytics, IoT monitoring systems, CRM platforms, and workforce management solutions.
• Partner with IT and Digital Transformation teams to modernize service operations through automation and cloud technologies.
• Promote data-driven decision-making through advanced analytics and business intelligence solutions.

Governance, Compliance & Risk Management

• Ensure compliance with regulatory standards, quality systems, safety requirements, contractual obligations, and corporate governance policies.
• Strengthen enterprise risk management, business continuity, and disaster recovery planning.
• Lead operational audits and ensure consistent adherence to global service standards.

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Job Qualifications and Requirements

• Bachelor’s degree in Business Administration, Engineering, Operations Management, Industrial Technology, or related field required.
• MBA or Master’s degree strongly preferred.
• 15+ years of progressive leadership experience in global service operations, field services, technical operations, manufacturing, industrial technology, or enterprise customer support.
• Proven executive leadership experience managing large multi-site, multinational service organizations with full P&L responsibility.
• Deep understanding of service management, customer success, operational excellence, Lean Six Sigma, workforce management, and digital transformation.
• Experience with enterprise technologies including Salesforce, ServiceNow, SAP, Oracle, Microsoft Dynamics, AI-driven analytics platforms, and ERP systems.
• Demonstrated success leading large-scale operational transformation initiatives within complex global organizations.

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Personal Capabilities and Qualifications

• Visionary executive leadership with exceptional strategic thinking capabilities.
• Outstanding financial and commercial business acumen.
• Strong executive communication, negotiation, and stakeholder management skills.
• Proven ability to lead organizational transformation and change management initiatives.
• Exceptional analytical, problem-solving, and decision-making abilities.
• High emotional intelligence with a collaborative and people-focused leadership style.
• Results-driven mindset with strong accountability and operational discipline.
• Ability to inspire, develop, and retain world-class leadership teams.

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Strategic Support

• Partner with executive leadership to define enterprise service strategy and long-term operational vision.
• Drive digital transformation initiatives that improve service delivery and customer experience.
• Support global expansion through scalable operational frameworks and standardized service models.
• Strengthen recurring service revenue through operational innovation and customer retention.
• Improve organizational agility through advanced workforce planning and technology investments.
• Deliver executive insights that support strategic business decisions and sustainable growth.

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Working Conditions

• Executive leadership role operating within a hybrid corporate environment.
• Frequent collaboration with C-suite executives, board members, regional leadership teams, strategic customers, and global business partners.
• Regular domestic and international travel to customer sites, service centers, manufacturing facilities, and corporate offices.
• Fast-paced executive environment requiring strategic leadership across multiple global time zones.
• Availability to support critical business operations and executive initiatives as required.

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Job Function

• Global Service Operations Leadership
• Enterprise Field Service Management
• Customer Experience & Service Excellence
• Operational Excellence & Continuous Improvement
• Financial Management & P&L Leadership
• Digital Transformation & Service Innovation
• Executive Strategy & Organizational Leadership

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Compensation & Benefits

Compensation Package: $395,000 – $510,000

• Executive annual performance bonus tied to operational excellence, financial performance, customer satisfaction, and strategic business objectives.
• Long-term equity incentives and executive leadership compensation programs.
• Comprehensive executive medical, dental, vision, life, disability, and wellness coverage.
• 401(k) retirement plan with generous employer matching and executive retirement benefits.
• Executive health program, financial planning assistance, and wellness resources.
• Flexible hybrid work model with executive travel support.
• Generous paid time off, parental leave, executive development programs, and tuition reimbursement.
• Global leadership development opportunities and clear succession pathways into Chief Operating Officer, President, or Chief Executive Officer roles.

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Why Join Us

• Lead one of the industry’s most advanced global service organizations at the forefront of industrial technology and digital transformation.
• Influence enterprise-wide strategy while shaping the future of customer experience, operational excellence, and service innovation.
• Collaborate with an accomplished executive leadership team committed to sustainable growth, innovation, and operational excellence.
• Drive meaningful impact across global markets through advanced technologies, AI-powered service solutions, and world-class operational capabilities.
• Accelerate your executive career through high-visibility leadership opportunities, international exposure, and long-term strategic influence.
• Join a culture built on innovation, integrity, collaboration, customer success, continuous improvement, and exceptional leadership.