Global Service Manager
Harman · Worthing
A Career at HARMAN
As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.
Do you want to work for some of the world’s leading audio brands? Become a part of the HARMAN team and get to work for our Sound United Business Unit.
By joining HARMAN, you'll 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 we’re 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:
We’re a global, multi-disciplinary team that’s 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.
What You’ll Be Part Of
At Sound United, we’re passionate about bringing joy to the world through sound. As one of the largest audio portfolio companies globally, we’re 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, we’re 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.
How You’ll Make An Impact
- 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 Makes You A Strong Fit
- 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).
Things To Know
- Be willing to travel up to 20%, both domestically & internationally.
- Due to the nature of global infrastructure, you understand that flexibility in working hours is required.
What You Can Expect
A hybrid work environment that balances flexibility with in-person collaboration, with most office-based roles onsite three days a week.
Access to employee discounts on HARMAN and Samsung products (including JBL, Harman / Kardon, AKG, and others).
Learning and development opportunities through our award-winning HARMAN University programs.
Wellness benefits designed to support your overall well-being.
Tuition reimbursement support.
Access to the HARMAN campus fitness center and cafeteria, where available.
An inclusive and diverse work environment that supports both your professional and personal development.
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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.