Head of Service Management

About the Role

thyssenkrupp nucera is seeking a Head of gH2 Service to establish, lead, and expand its service organization in Saudi Arabia. This full-time position is based in Riyadh, with operations extending to Neom. The role focuses on building a high-performing service business from the ground up, emphasizing operational excellence, customer satisfaction, and long-term growth within the green hydrogen sector.

Role Context and Leadership

The successful candidate will provide strategic and operational leadership across various service areas, including field service, spare parts management, lifecycle services, and long-term service agreements (LTSA). This involves developing scalable service processes that align with global standards and driving the overall service business model in the region.

Key Responsibilities

• Establish, develop, and lead the local service organization in Saudi Arabia, including team recruitment, onboarding, and capability development.
• Build and implement scalable service structures covering field service, customer support, spare parts, and LTSA execution.
• Lead and oversee all local service operations, ensuring safe, efficient, and high-quality service delivery.
• Manage the execution of LTSA contracts and ensure compliance with contractual obligations, performance targets, and customer expectations.
• Develop and optimize spare parts operations in coordination with global supply chain teams and local partners.
• Implement service processes, standards, and operational improvements derived from early operational learnings and global best practices.
• Drive the development of the local service business model and identify opportunities for growth, profitability, and service expansion.
• Build and maintain strong relationships with customers, stakeholders, subcontractors, and service partners.
• Define, monitor, and improve key service performance indicators, including operational efficiency, customer satisfaction, and profitability.
• Take increasing responsibility for budget management and full P&L ownership of the service business in Saudi Arabia.
• Act as the primary escalation point for critical customer and operational issues.

Qualifications and Experience

• A minimum of 10 years of experience in a relevant service leadership role.
• Demonstrated ability to establish and grow a service organization.
• Experience in driving operational excellence and customer satisfaction.
• Proven track record in managing service agreements and spare parts operations.

Location

This position is based in Riyadh, Saudi Arabia, with responsibilities extending to Neom.

Application Information

Salary details for this position will be discussed during the interview process.