Group Director – Services & Customer Support F/H

We are looking for a Group Director – Services & Customer Support, to define and deploy the global strategy, structure and performance model of our Services business across all regions and business lines (airport, intralogistics, parcel).

You will define and lead the global Services strategy (maintenance, spare parts, small works, operations support and digital services), ensuring consistent excellence in service delivery and strong business growth across APAC, Americas and EMEA.

You will act as the global reference for Services , driving alignment between regions, improving performance, and strengthening long-term customer relationships.

Key Responsibilities

Global Strategy & Offering

• Define and deploy the global Services strategy and go-to-market approach
• Structure the Services offering (maintenance, hotline, spare parts, retrofit & upgrades, operations support)
• Ensure Services are fully integrated into new project sales and lifecycle solutions
• Support key global customers across multiple regions and business lines

Performance & Operational Excellence

• Deploy global KPIs and performance dashboards (financial, operational, customer satisfaction)
• Standardize service processes, tools, costing and reporting models
• Drive continuous improvement in service delivery efficiency and quality
• Promote a 24/7 global support model and digital service capabilities

Regional Alignment & Leadership

• Support and align regional Service organizations (APAC, Americas, EMEA)
• Animate Service Directors and ensure consistent execution of Group standards
• Develop training, best practices and capability-building programs
• Influence organization design and strengthen collaboration across regions

Transformation & Innovation

• Lead the adoption of digital tools (IoT, AI, CMMS, customer portals)
• Promote innovation in service models and delivery methodologies
• Drive continuous improvement and transformation across the Services function

M&A & Strategic Support

• Act as Services expert in due diligence and integration of acquisitions
• Ensure alignment of acquired entities with Group Service standards and processes