The Opportunity – Head of Service Department – Middle East & CIS & North Africa

About the role

We’re looking for an experienced and commercially aware Head of Service Department to lead and enhance service support across the Middle East, CIS and North Africa regions. This is a key leadership role focused on elevating customer satisfaction, strengthening dealer capability, and driving strategic service initiatives across diverse markets. You’ll act as the senior link between the field and JCB’s global Product Support teams, ensuring service performance meets JCB standards and supports sustainable growth. Working closely with our global teams in the UK and India, you’ll influence policy, improve service delivery, and shape the ongoing development of our dealer network.

What does this role involve day to day?

• Lead, manage and develop the regional service team to maintain high customer satisfaction and uphold JCB dealer standards
• Serve as the key communication channel between the field and JCB Product Support teams across multiple global locations
• Conduct regular performance reviews and standards audits with the dealer network, sharing best practice to support long‑term growth
• Collaborate with Sales, Parts and other cross‑functional teams to align service strategies with broader business objectives
• Analyse service performance data and customer feedback to spot trends, identify improvement areas and drive innovation
• Develop and implement initiatives to improve service offerings, processes and customer experience
• Contribute to the development and refinement of service‑related policies and procedures
• Work closely with global teams, including counterparts in the UK and India
• Travel across the Middle East, CIS and North Africa as required to support dealers and regional operations

This will be suited to you if…

• You have 5+ years’ experience in service management or operations, with a proven record of improving service delivery
• You’re a strong leader experienced in managing diverse teams and building a culture of accountability and collaboration
• You have excellent communication and interpersonal skills, able to work effectively with stakeholders at all levels
• You’re analytical, data-driven and confident making decisions that enhance service quality
• You have experience within construction equipment, heavy machinery, OEM or dealer environments (preferred)
• You’re comfortable using service management platforms, CRM systems and data analysis tools, including MS Excel
• You have strong technical understanding of diesel engines, hydraulics, mechanics and electrics
• You’re proactive, customer-focused and committed to continuous improvement
• You can work well under pressure with a strong sense of urgency
• You hold a relevant Engineering qualification (Mechanical, Electrical or Hydraulics)
• You are willing and able to travel regularly across the region
• You speak fluent English, with Arabic, Russian or French being an advantage

We value diversity and welcome applications from candidates from all backgrounds.

We’re committed to ensuring our recruitment process is fair and inclusive. If you face any accessibility challenges with your online application and require additional support, you have the option of speaking to a member of our Recruitment Team who can support you to complete an application in an alternative format. If you would benefit from this support, please email recruitment@jcb.com, and a member of the team will be in touch.

Recruitment Agencies: JCB does not accept any speculative approaches to present candidates for advertised vacancies.