Service Operations Manager – France H/F

A well-established international B2B technology group operating in regulated and service-critical environments, delivering hardware, software, and maintenance services to a diverse client base across France. The organisation is undergoing a phase of operational structuring and service transformation following recent integration activities.

Responsibilities

Service Operations Manager – France H/F Location: Paris – Île-de-France (commutable within 1 hour by car) Hybrid work: Predominantly on-site (up to 20% remote) Salary: Up to 85,000€ per annum plus bonus plus company car Ref: 757FR

Main duties

Lead and transform nationwide customer service and field service operations in France, ensuring service excellence, SLA compliance, customer satisfaction, and operational efficiency across a multi-site organisation.

The role

The Service Manager – France is a senior leadership position with full accountability for customer service and field service operations across France. The role is central to structuring, professionalising, and transforming the service organisation into a data-driven and performance-oriented function.

Responsibilities include

• Full ownership of customer service and field service operations across France
• Leadership of multi-site teams including helpdesk (1st & 2nd line), field engineers, and external partners (approx. 40–50 employees)
• Transformation and structuring of service operations, governance, and execution
• Ownership of SLA delivery, service KPIs, customer satisfaction, and service profitability
• Hands‑on leadership within a low-hierarchy environment, combining strategic oversight with operational involvement when required
• Harmonisation of processes, reporting, KPIs, and ways of working across sites
• Acting as the primary escalation point for customer disputes, critical incidents, and strategic accounts
• Close collaboration with Sales, Product, R&D, and Logistics teams
• Responsibility for service planning, inventory coordination, and cost control

Candidate's Profile

• Senior Service Manager or Director‑level profile with strong people leadership experience
• Proven background in technical service management (hardware, electromechanical systems, IT, automation, or similar)
• Experience managing multi-site service organisations in complex B2B environments
• Strong change management and transformation capability
• Entrepreneurial, hands‑on mindset with the ability to build structure and processes
• Strong customer orientation with excellent problem‑solving and escalation management skills
• Excellent standard of fluency in French
• Willingness to travel regularly within France

Up to 85,000€ per annum, plus performance‑related bonus (up to 15%) and company car, depending on experience