Head of Service Agreements Excellence

Mission of the role:

Join us as a Head of Service Agreement and be a vital part of our team! You'll ensure design, control and continuous improvement of Service agreements that drive customer trust, service performance excellence and profitable growth. With passion, competence, and discipline, you will create transparent, measurable Service agreements that ensure accountability, support long-term partnerships, and uphold the highest standards of service delivery across ECA region Let's achieve operational excellence together!

Your mission:

Develop and maintain standardized, scalable service agreement frameworks.

• Collaborate with internal departments (sales, legal, operations, support) to ensure alignment on service commitments.
• Define and track KPIs related to SA performance, customer satisfaction, and operational compliance.
• Lead regular reviews of SA and ensure continuous improvement based on performance data and customer feedback.
• Manage the lifecycle of service agreements, including negotiation, renewal, and amendments.
• Drive best practices for service agreement documentation, communication, and enforcement.
• Train and support Site and Service Managers on understanding and executing agreements effectively.

Your Profile:

• Expertise in creating, negotiating, and managing SA
• Ability to define KPIs, track service metrics, and produce actionable insights
• Building trust, ensuring alignment, and managing expectations with clients and stakeholders.
• 7+ years in Service agreements in different countries
• Analytical thinking
• Finance understandings.

Why Epiroc?
By joining our team, you’ll make a big difference in the energy transition. At Epiroc, we take pride in being passionate innovators, driving the change toward a brighter future for both people and the planet. Guided by our values of Collaboration, Commitment, and Innovation, we foster a culture of trust, growth, and lasting impact.

Location: DRC

Last Date to Apply: 13 May 2025