Global Service Manager

Do you want to work for some of the worlds leading audio brands Become a part of the HARMAN team and get to work for our Sound United Business Unit.

By joining HARMAN youll dive headfirst into the exciting world of headphones portable speakers party boxes and other audio technologies and contribute to the success of Harman Lifestyle EMEA business. The consumer audio industry is fast paced fun and dynamic and were looking for someone who is proactive loves to work with a lot of different stakeholders from all over the globe and has creative ideas.

You will join our Sound United Business Unit with iconic brands like Bowers & Wilkins Denon Marantz Polk Audio Definitive Technology Classé and Boston Acoustics based in Worthing UK in the position of:

Global Service Manager

A Career at HARMAN Lifestyle:

Were a global multi-disciplinary team thats putting the innovative power of technology to work and transforming tomorrow. As a member of HARMAN Lifestyle you connect consumers with the power of superior sound.

• Contribute your talents to high-end esteemed brands like JBL Harman Kardon Mark Levinson and Revel.
• Unite your passion for audio innovation with high-tech product development.
• Create pitch-perfect cutting-edge technology that elevates the listening experience.

About the Role:

At Sound United were passionate about bringing joy to the world through sound. As one of the largest audio portfolio companies globally were home to iconic brands like Bowers & Wilkins Denon Marantz Polk Audio Definitive Technology Classé and Boston Acoustics. Each brand carries its own legacy and together were shaping the future of home entertainment.

You will be responsible for the strategic and tactical leadership of global service and spares operations across a multi-brand portfolio. The role drives the design standardization and optimization of end-to-end processes systems and operating models to ensure efficient scalable and high-quality service delivery aligned with business objectives and market dynamics.

Key responsibilities include oversight of a global network of authorized service partners spares strategy and execution (inventory planning distribution and fulfilment) and reverse logistics including repairs returns and B-stock rework.

The role focuses on streamlining and enhancing service-related processes through data and analytics to drive operational excellence and cross-functional alignment. It defines and executes the service operations roadmap ensuring readiness for future growth.

Working closely with global brand teams customer service quality engineering colleagues and regional organizations the Director aligns current operations and shapes the future state of service delivery ensuring strong customer outcomes and lifecycle value.

What You Will Do:

• Lead the global strategy and execution of service and spares operations across a multi-brand portfolio ensuring alignment with business objectives and market dynamics.
• Define and deliver the service operations roadmap driving scalable efficient and high-quality end-to-end processes systems and operating models.
• Oversee a global network of authorised service partners ensuring consistent performance compliance and ongoing capability development.
• Own the end-to-end spares and reverse logistics strategy including demand planning inventory optimisation fulfilment repairs returns refurbishment and B-stock rework balancing service levels cost and asset recovery.
• Collaborate with Sales and eCommerce teams to prioritise rework and refurbishment activities enabling revenue recovery and maximising commercial opportunities from returned and B-stock inventory.
• Hold full fiscal accountability for service operations including budget ownership cost control investment planning and optimisation of cost-to-serve and profitability.
• Establish and drive performance management through global KPIs and SLAs leveraging data and analytics to improve decision-making governance and operational outcomes.
• Lead transformation and continuous improvement initiatives enhancing standardisation automation and visibility across global service operations.
• Build and lead a high-performing global organisation driving capability development succession planning and a culture of accountability customer focus and continuous improvement.
• Act as a key strategic partner to product engineering and quality teams to embed serviceability reliability and sustainability principles into product design ensuring right-first-time outcomes and reduced lifecycle cost.
• Leverage field service data repair insights and failure analysis to influence product improvements and future product development strengthening quality durability and circularity across the portfolio.
• Collaborate with global brand customer service and regional teams to align priorities resolve performance gaps and ensure adherence to regional regulatory legal and safety requirements.

What You Need to Be Successful:

• Extensive experience in global service operations leadership with a proven track record of driving operational excellence performance improvement and transformation.
• Demonstrated success in leading leaders building and developing high-performing geographically dispersed teams.
• Strong expertise in SAP or equivalent ERP systems with hands-on experience supporting service operations spares management inventory and fulfilment.
• Deep experience in inventory management and supply chain operations including demand planning stock optimisation reverse logistics and working capital control.
• Proven experience in leading transformation and change management initiatives delivering sustainable improvements across processes systems and organisational capabilities.
• Ability to operate effectively in a global matrixed organisation driving alignment across regions functions and stakeholders.
• Strong stakeholder management and influencing skills with the ability to collaborate cross-functionally and engage senior leadership.
• Data-driven mindset with the ability to analyse complex data and translate insights into actionable decisions.
• Strong customer-centric approach linking service operations to customer experience and business outcomes.
• Bachelors degree in business Supply Chain Engineering or a related field.

Bonus Points if You Have:

• Experience with data visualisation and analytics tools (e.g. Power BI or similar).
• Advanced degree or relevant professional certifications (e.g. supply chain operations Lean/Six Sigma).

What Makes You Eligible:

• Be willing to travel up to 20% both domestically & internationally.
• This role hybrid 60% at HARMAN Worthing office and optional 40% remote in line with HARMAN Flex policy.
• Successfully completing a background check and reference checks.
• Due to the nature of global infrastructure you understand that flexibility in working hours is required.

What We Offer:

• Flexible work environment allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location.
• Access to employee discounts on world-class products (JBL HARMAN Kardon AKG Bowers & Wilkins and more).
• Extensive training opportunities through our own HARMAN University.
• Competitive wellness benefits.
• Be Brilliant employee recognition and rewards program.
• An inclusive and diverse work environment that fosters and encourages professional and personal development.

HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard torace religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.