We are supporting a client in their search for a Head of Service Operations who can take full ownership of a complex, multi-market roadside assistance ecosystem across the MENA region, ensuring it runs with stability today, while becoming significantly stronger, smarter, and more scalable for tomorrow. This is a senior, hands-on leadership role working closely with the Group CEO and leadership team, responsible for the performance, reliability, and continuous evolution of live service operations across all markets. 

If you are someone who thrives in operational environments where performance is visible and measured, this role is built for you. 

About the Role 

You will own the operational heartbeat of regional roadside assistance delivery, ensuring that every market, provider, dispatch flow, and escalation pathway works as a single, controlled system. 

This role is about stability under pressure and scalability without chaos. You will be accountable for how service operations perform today, and how they evolve as the organization expands across markets, programs, and operational models. 

What you will lead 

You will take ownership of the full service operations ecosystem, including: 

• Multi-market roadside assistance operations across the MENA region 
• Dispatch coordination and end-to-end operational workflows 
• Provider and supplier network performance, coverage, and expansion 
• Incident management, escalation handling, and live operational control 
• SLA performance, service reliability, and operational KPI delivery 
• Operational systems, tools, and connected mobility technologies 
• Continuous improvement and operational transformation across markets 
• Operational readiness for new programs, service launches, and market expansion 

What you will be doing 

In this role, you will take ownership of service operations and help build a more structured, dependable, and scalable operational function. 

• Lead the day-to-day service operations function and ensure operational continuity, quality, and consistency 
• Oversee the core operational processes that support service delivery across relevant business lines 
• Manage service suppliers across the region and ensure responsiveness, reliability, and follow-through 
• Ensure SLA performance is consistently monitored, managed, and improved across all markets 
• Lead escalation management, incident handling, and root cause resolution in live operational environments 
• Strengthen coordination between dispatch, contact center operations, field execution, and providers 
• Drive improvements in operational systems, workflows, and visibility through better use of tools and platforms 
• Support operational readiness for new programs, service changes, and market expansion initiatives 
• Build stronger operational discipline, governance, and reporting structures across the function 

What we are looking for 

This role calls for someone who is technically strong, operationally sharp, and confident enough to take real ownership of a complex service function. 

Must-haves: 

• 8-10+ years of experience in service operations, roadside assistance, mobility, automotive services, logistics, fleet operations, or SLA-driven environments 
• Proven ownership of service operations in multi-market or distributed operational environments 
• Strong experience in live operations, including escalation management, incident handling, and operational risk decision-making 
• Demonstrated accountability for SLA performance, service reliability, and operational KPIs 
• Practical understanding of vehicle and mobility operations, including EVs, ICE vehicles, and evolving automotive technologies 
• Experience working with operational systems, dispatch platforms, or connected mobility technologies 
• Exposure to UAE, GCC, or wider MENA operational environments 

Preferred: 

• Experience in automotive, mobility, roadside assistance, fleet support, or service operations environments 
• Background in roadside assistance, automotive services, mobility, fleet support, or recovery operations 
• Experience supporting program launches, operational scaling, or provider network expansion 
• Familiarity with OEM service environments and SLA-driven client operations 
• Exposure to operational governance, service excellence frameworks, or process improvement initiatives 

Why this could be a great fit 

This role offers real visibility, meaningful responsibility, and the opportunity to make a measurable impact in a function that sits at the core of regional service delivery. You will be trusted with end-to-end ownership of a complex operational ecosystem, where your decisions directly influence service reliability, customer experience, and regional performance 

Reporting line and team setup 

You will report directly to the Group CEO and work closely with senior leadership across Operations, Finance, IT, HR, and external provider networks. You will also oversee and coordinate with key operational functions including dispatch, contact center operations, and service provider management teams. 

What success looks like 

Success in this role will be measured by the stability, reliability, and scalability of service operations across all markets. 

• Consistent achievement of SLA targets across all roadside assistance programs 
• Stable and predictable service delivery across distributed, multi-market operations 
• Faster and more effective escalation resolution with reduced repeat incidents 
• Strong provider network performance, coverage, and reliability across regions 
• Reduced operational inefficiencies through improved workflows and governance 
• Successful execution of program launches and market expansions without disruption to live operations 
• Improved operational visibility, reporting quality, and decision-making support for leadership 

Selection Process

1. Screening call 
2. 1st Interview (Internal stakeholders panel) 
3. Case study 
4. Final interview with the CEO 
5. Offer 

Your next steps

If you are an experienced service operations professional who brings strong technical understanding, supplier management capability, and a practical approach to building structure and consistency, please reach out or complete the application steps.