Senior Service Manager

Senior Service Manager – Operations - M6

Job Description

As a Senior Service Manager – Operations, you will lead a large, diverse team responsible for delivering high-quality client outputs, managing operational excellence, and driving continuous improvement. You will represent local market conditions in operational processes, engage with regional and global stakeholders, and ensure clean, accurate data for client insights. This role also includes coaching new managers to build leadership capability across the team.

Key Responsibilities

• Lead and manage a large team to ensure timely and high-quality delivery of the production cycle.
• Drive productivity and automation targets, ensuring timely achievement and reporting.
• Resolve technical challenges and ensure the team understands and adopts new tool enhancements.
• Communicate effectively with stakeholders in case of errors, ensuring transparency and accountability.
• Own the Root Cause Analysis (RCA) process and guide the team in delivering thorough issue analysis.
• Maintain clear and consistent communication with onshore and regional stakeholders; manage client queries with precision and professionalism.
• Define, document, and monitor process execution; implement mechanisms to keep documentation current and track exceptions.
• Identify opportunities for automation and process improvement through detailed understanding of execution workflows.
• Ensure high-quality data setup across markets and proactively address client concerns through cross-functional collaboration.
• Drive standardization and process efficiency in method-related processes and applications.
• Collaborate with Statistical Operations, Panel Data, and Market Data teams to enhance data quality and operational effectiveness.
• Provide technical and process expertise for deploying new initiatives; support remote teams in effective project implementation.
• Prepare and maintain accurate KPIs to monitor and improve quality performance (e.g., on-time delivery, data accuracy).
• Operate effectively in a virtual, multicultural environment, liaising with global stakeholders.
• Coach and mentor new managers, fostering leadership development and ensuring alignment with organizational goals.

Qualifications

• Bachelor's degree in business administration, Operations, Engineering, or related field (Master's preferred).
• Fluent in English (spoken and written).
• Strong analytical and problem-solving skills with the ability to interpret complex data.
• Ability to train and explain technical concepts to diverse stakeholders.
• Excellent organizational and presentation skills.
• Knowledge of process improvement methodologies (e.g., Lean, Six Sigma).
• Project management skills, including scoping, planning, and stakeholder management.
• Exposure to tools like Power BI and Generative AI is a plus.

Experience

• 8–10 years of experience in service delivery, operations, or client management.
• 3–5 years in a people management role, preferably leading cross-functional or multi-country teams.
• Proven experience in managing large-scale service operations and driving continuous improvement.

Skills & Competencies

• Leadership & People Management: Ability to lead, coach, and develop high-performing teams.
• Client Relationship Management: Strong stakeholder engagement and conflict resolution skills.
• Operational Excellence: Expertise in process optimization, SLA/KPI management, and root cause analysis.
• Strategic Thinking: Ability to align service delivery with business goals and drive transformation initiatives.
• Analytical & Decision-Making: Data-driven approach to problem-solving and decision-making.
• Communication: Excellent verbal and written communication skills; ability to influence at all levels.
• Digital Fluency: Familiarity with service management tools (e.g., ServiceNow, SAP), reporting platforms, and automation technologies.

Behavioural Attributes

• High accountability and ownership mindset.
• Resilience and adaptability in a dynamic environment.
• Collaborative and inclusive leadership style.
• Commitment to coaching and developing future leader

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ

NIQ is the world's leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world's population.

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the