Executive: Technical Services and After-Sales Operations

About the Role

We are looking for an experienced Executive in the Engineering and Technical Services space to lead and optimise our service and support operations across Core Group, AppleCare, warehouse, supply chain, and third-party service locations.

This role is ultimately responsible for developing and ensuring a world-class customer experience across the full service value chain, with a strong focus on SLA delivery, operational excellence, financial performance, process improvement, and team leadership and responsible for the full P&L of the unit.

The successful candidate will play a key role in ensuring that all service and support channels operate efficiently, consistently, and in line withCore business and Apple performance standards.

Key Responsibilities

• Customer Experience and Service Performance
• Lead the ongoing improvement of customer experience across all service and support touch points
• Ensure customer SLAs are clearly defined, measured, and consistently achieved
• Establish customer feedback processes to identify opportunities for service improvement
• Drive service performance across Core Group service operations, AppleCare, and third-party service locations.

Operational Excellence

• Ensure compliance with Apple service, supply chain, and operational requirements.
• Manage and improve parts fulfilment, stock availability, stock allocation, and technician efficiency.
• Drive consistent operational standards across all service and support areas.
• Ensure effective use of systems, processes, resources, and reporting to support service excellence.

Financial and P&L Management

• Manage service operations in a financially sustainable way.
• Monitor operational cost, productivity, efficiency, and resource utilisation.
• Support sound commercial decision-making through strong financial and operational insight.

Strategic Projects

• Lead and support key strategic projects within the service and operations environment.
• Support warehouse optimisation, service expansion, and operational improvement initiatives.
• Ensure projects are delivered within approved timelines, budgets, and business expectations.

Continuous Improvement

• Identify and implement process improvement opportunities across the service value chain.
• Ensure critical SOPs are documented, maintained, and embedded across the business.
• Improve reporting, visibility, accountability, and consistency across service operations.

Leadership and Team Performance

• Lead, coach, and develop a high-performing team.
• Build a culture of accountability, urgency, service excellence, and continuous improvement.
• Conduct regular performance check-ins and ensure succession plans are in place for critical roles.

Minimum Requirements

• Relevant degree in Industrial Engineering, Electrical Engineering, Electronic Engineering, Operations
• Management, Supply Chain, Logistics, or a related field.
• Minimum of 15 years’ relevant experience in senior operations, service, supply chain, logistics, technical support, or a complex multi-site environment.
• Strong experience in leading operational teams and managing customer-focused service environments.

Experience Required

• Experience managing complex operations at a senior level.
• Experience in a multi-location or complex service environment.
• Strong understanding of service operations, supply chain, warehouse, logistics, systems, processes, and SLA delivery.
• Experience managing customer, supplier, and internal stakeholder relationships.
• Strong commercial understanding, including financial and P&L management.
• Ability to balance strategic planning with hands-on operational execution.
• Experience leading teams through change, growth, and performance improvement.

Key Competencies

• Strong leadership and people management skills.
• Customer-focused and solutions-driven.
• Commercially and operationally strong.
• Strong communication and stakeholder management skills.
• Process-driven with excellent attention to detail.
• Able to work in a fast-paced and complex environment.
• Strong problem-solving and decision-making ability.
• High levels of accountability, urgency, and ownership.
• Able to manage multiple priorities and projects at the same time.