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.
• Bachelor’s 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 is 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 to race, 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.