Job Title: Head of Service

Working Pattern: Full time

Working location: Dubai - UAE

Why Rolls-Royce?

Work with us and we\xe2\x80\x99ll welcome you into an inclusive culture, one that invests in your continuous learning and development, and gives you access to a wide breadth and depth of experience.

We\xe2\x80\x99ll provide an environment where you can be yourself. An inclusive, digital-first culture that invests in you, gives you a platform for continuous learning, and access to an incredible breadth and depth of opportunities to grow your career.

We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.

Your needs are as unique as you are. We encourage flexible working arrangements and support hybrid working wherever possible, so you can always be at your best - wherever and whenever you work.

What you will be doing:

This is a leadership role reporting to the MD.

As a Head of Service you will join Rolls-Royce Solutions Middle East FZE in Dubai and you will be playing a significant role in developing the service foot print of the company in Middle East and North Africa region, owning the relationship with service partners and service managers, building and further developing the service partner network in the region and leading a diverse service and filed engineering team to drive a high performance culture and provide high quality services support to our customers across the region.

Responsibilities & Duties

• Set up the service support staff and service footprint in the area of responsibility (AOR)
• Measure, analyze and initiate changes to improve customer satisfaction scores throughout the area of responsibility.
• Interface from Field to relevant departments in headquarters regarding quality issues, product development, system sales support and parts logistics.
• Provides front end, First Level customer service directly and via Service Partner organization.
• Provides manpower, expertise and infrastructure in field service to OEM\'s end users and Service Partner organization.
• Maintain a 24/7 After Sales Support available to all customers within the Middle East and North Africa.
• Liaison with second level organization in the clearing of warranty and good will issues
• Coordinate customer demands with multinational affect with the second level after sales organization and the distribution network outside of the area of responsibility.
• Contribute to development of global and regional after sales strategy and after sales product portfolio
• Build and further develop the service partner network in the region.
• Owns relationship with Service Partner and Service Managers
• Plan and carry out audits of Service Partners for effective Onboarding process.
• Implementation of measures agreed during audits
• Monitor customer satisfaction and take measures to keep and develop high level of customer satisfaction through Service Partner Network
• Secure qualification of after sales force within Service Partner network with regards to after sales products and services.
• Ensure appropriate capacity planning in the reports per country application.
• Guarantee that Company standards and CI guidelines are in place at all partners.
• Inform staff of compliance regulations (RRPS Integrity Code, relevant corporate guidelines, bylaws and legal provisions) and about the compliance organization of the RRPS Group.
• Qualify staff to observe these regulations (e.g. through direct instructions, training)
• Promote compliance culture in your own area of responsibility
• Motivate staff to act in accordance with compliance rules
• Live the letter and the spirit of the RRPS Integrity code.

Who we\xe2\x80\x99re looking for

At Rolls-Royce we embrace agility, are bold, pursue collaboration and seek simplicity in everything we do. These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles.

To be successful in this role you will need to:

Qualification/ Experience and Competencies

• Mandatory - proven technical expertise and management of service organization for internal combustion engines (diesel and/or gas)
• Bachelor Degree or equivalent degree in field appropriate for the function required with a background in Engineering.
• At least 10 years of after sales, distributor network development or business management in the industry with minimum 5 years of experience at a regional service/operations leadership profile.
• Requires an excellent understanding across the business, its technologies, products and processes, having a track record in relationship management, can demonstrate strategic thinking, and as a minimum a significant understanding of business development, sales, commercial, and customer services.
• Strong stakeholder management skills with demonstrated experience in consulting, collaborating with, and influencing across all levels including the senior management both within RRPS and distributors / dealers.
• Demonstrable leadership and coaching skills with the ability to manage a diverse service and field engineering team to drive a high performance culture in region.
• Analytical thinker with an aptitude for problem solving. Experience of using structured change management process for complex change efforts within a function or business unit
• Strong experience across program management and process improvement and change management initiatives.
• Strong communication and interpersonal skills.

Only candidates who meet with the above requirements will be considered for this role.

We are an equal opportunities employer. We\xe2\x80\x99re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we\xe2\x80\x99ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.

You can learn more about our global Inclusion strategy at

Closing date:14.04.23

Job Category

Service Operations

Posting Date

30 Mar 2023; 00:03

Rolls-Royce