Head of Service Operations

About This Role

Head of Service Operations

MENA Assistance

MENA Assistance is a regional authority in roadside, vehicle, and motorist support services, working with major automotive brands across the Middle East and North Africa. We design, manage, and govern service programmes across markets, ensuring reliable, consistent, and high-quality delivery through controlled operational networks.

Our focus is on delivering service performance in environments where operational discipline, control, and judgement matter.

We are seeking a Head of Service Operations to lead and safeguard the performance and integrity of service operations across markets. This is a senior operational leadership role focused on service reliability, operational excellence, and disciplined evolution within a live, SLA-driven environment.

The role is suited to an experienced operator who has already held full ownership of service operations in a live environment.

In addition to maintaining current operations, the role is responsible for ensuring that service operations expand in capability as new services, programmes, and operational initiatives are introduced, without compromising control or performance.

WHAT YOU WILL DO

• Lead end-to-end service delivery across live roadside assistance programmes, with full accountability for performance and continuity.

• Ensure service levels, response times, and utilisation targets are consistently achieved and remain stable under operational pressure.

• Ensure the effectiveness of the operational control layer, including dispatch, service coordination, and case management, maintaining control, consistency, and visibility across all service interactions.

• Govern service provider performance to ensure compliance with agreed standards and service levels.

• Lead operational response during service-critical incidents to ensure continuity and control.

• Ensure operational decisions are made with full awareness of service impact, risk, and client expectations.

• Assess operational readiness for new services, enhancements, and territory launches.

• Lead and operationalise the introduction of new services and operational initiatives, ensuring they are translated into executable and scalable operational processes.

• Ensure that new programmes and service enhancements are implemented without destabilising live operations.

• Drive disciplined improvement, including simplified KPIs, updated SOPs, and the effective use of operational systems, applications, and technologies where they deliver clear operational value.

• Ensure dispatch models, service workflows, and provider network capabilities evolve in line with operational and service requirements.

• Ensure effective use of operational systems, applications, and connected vehicle technologies (including BCall and telematics integrations) to support service delivery and operational control.

• Provide clear, structured, and trusted visibility of service performance, operational risks, and constraints to senior leadership.

• Ensure operational efficiency and cost control across service delivery, maintaining alignment between service performance, provider costs, and operational expenditure.

WHAT WE ARE LOOKING FOR

• Proven ownership of service operations performance within SLA-driven, multi-market or distributed operational environments.

• Strong understanding of distributed service operations, including coordination between centralised control functions and field execution.

• Proven judgement in escalation management, operational risk, and decision-making in live service environments.

• Experience operating across multiple markets or regions.

• Experience leading or operationalising the introduction of new services, operational initiatives, or programme expansions within a live operational environment.

• Operational understanding of vehicle systems and mobility environments, with the ability to translate differences in vehicle design (including electric vehicles, internal combustion engines, and evolving automotive technologies) into operational requirements and service delivery models.

• Experience working with operational systems, applications, or connected vehicle technologies, with the ability to translate system capabilities into effective service operations.

• A structured, calm, and reliable leadership style, with a strong sense of accountability.

Automotive or mobility sector exposure is preferred. Deep mechanical expertise is not required, but operationally relevant technical understanding is expected.

Candidates should be comfortable operating in environments where service performance is visible, measured, and accountable.

WHY JOIN

• A senior, trusted role with real ownership and accountability.

• A stable operation with scope to evolve and improve thoughtfully.

• Direct visibility and influence at leadership level.

• Work closely with the Founder & CEO in a role built on trust, clarity, and operational autonomy.

• An organisation that values reliability, discipline, and long-term service quality.

FINAL NOTE

This role will suit operators who take pride in delivering consistently high service standards and who understand that operational excellence is built through discipline, clarity, and controlled execution over time.

It is particularly suited to individuals who can maintain control in live environments while also building the capability required for future services and operational growth.

This role is not suited to candidates stepping into full operational ownership for the first time.