ECE & MEA Customer Support Service Line Manager

Job Summary

The Service Level Manager (SLM) coordinates performance of field and channel service delivery across ECE & MEA regions, ensuring contractual and operational KPIs meet targets, and acts as a trusted advisor to the Country Support Manager.

Key Accountabilities

1. Own country/geo service performance, track and analyze CX, sNPS, speed, efficiency and operational KPIs weekly and monthly.
2. Lead performance governance and reporting, run structured cadence, link metrics to root causes, actions and customer impact.
3. Coordinate cross‑functional problem management with Call Center Operations, Supply Chain, Quality and Field & Channel teams.
4. Drive or facilitate Corrective Action Plans (CAPs) and support continuous improvement and transformation initiatives.
5. Manage service performance escalations with clear root‑cause analysis, executive‑level narratives and recovery plans.
6. Leverage data analytics, automation an...