Operations and Service Manager EMEA

Job Purpose

The Operations and Service Manager (EMEA) - Pallet BU is responsible for providing operational leadership across the Europe, Middle East and Africa (EMEA) region. The role ensures the consistent delivery of operational excellence throughout the EMEA hub network through effective management of service levels, inventory control, process compliance, and continuous improvement initiatives.

Working closely with hub teams, suppliers, customers, and internal stakeholders, the role will drive adherence to Service Level Agreements (SLAs), Standard Operating Procedures (SOPs), and company standards while supporting network growth, operational efficiency, customer satisfaction, and profitability.

Key Responsibilities

Regional Hub Management

- Ensure consistent service delivery across the EMEA Pallet BU Hub Network.

- Monitor hub performance against operational KPIs and service targets.

- Oversee inventory trigger levels and ensure stock availability across all EMEA locations.

- Monitor operational expenditure and support budget adherence.

- Prepare and deliver regular operational reports to senior leadership.

- Support network expansion, business transformation and change management initiatives.

- Support internal, customer and regulatory audits as required.

- Maintain accountability for hub performance and SLA achievement across the region.

Operations & Service Delivery

- Oversee day-to-day operational activities across the EMEA hub network.

- Monitor service performance and ensure compliance with SLAs and operational standards.

- Support forecasting, capacity planning and resource management activities.

- Support customer onboarding and implementation of new operational requirements.

- Drive continuous improvement initiatives and lean operational practices.

- Identify and mitigate operational risks that may impact service delivery.

- Provide operational guidance and support through regular hub engagement and site visits.

Supplier & Inventory Management

- Manage supplier relationships and monitor supplier performance.

- Ensure timely availability of operational assets and materials.

- Oversee inventory management including:

Containers

- Thermal covers

- Data loggers

- Packaging materials

- Repair spare parts

- Operational consumables

- Coordinate inventory transfers and stock replenishment between hubs.

- Ensure inventory accuracy and reporting across the EMEA network.

Training & Development

- Support the implementation of operational training programmes across the region.

- Ensure teams are appropriately trained on SOPs, SLAs and operational requirements.

- Identify training needs and support development plans to address skills gaps.

- Promote consistency in operational processes and working practices across all locations.

- Support onboarding of new operational personnel.

Compliance & Quality Management

- Support operational quality management activities in partnership with the Quality team.

- Investigate operational non-conformances and ensure corrective actions are implemented.

- Maintain compliance with company procedures, customer requirements and applicable regulations.

- Support risk management and business continuity activities.

- Ensure operational documentation remains accurate and up to date.

- Promote a culture of quality, compliance and continuous improvement throughout the network.

Customer & Stakeholder Management

- Collaborate with internal departments to resolve customer issues and improve service delivery.

- Build effective relationships with customers, suppliers and internal stakeholders.

- Support customer reviews and operational performance discussions.

- Act as a key operational contact for EMEA hub-related activities.

- Drive high levels of customer satisfaction through proactive communication and service excellence.

Knowledge, Skills & Experience

Essential

- Bachelor's degree in Supply Chain, Logistics, Operations Management or a related discipline, or equivalent experience.

- Minimum of 5 years' experience in operations management within logistics, transportation or supply chain environments.

- Experience managing multiple sites, hubs or locations across a regional network.

- Strong analytical and reporting skills with experience managing KPIs and operational performance metrics.

- Experience in inventory management and supplier relationship management.

- Proven ability to lead change initiatives and process improvement projects.

- Strong problem-solving and decision-making capabilities.

- Excellent communication and stakeholder management skills.

Desirable

- Experience operating within a temperature-controlled logistics environment.

- Project management qualification or equivalent experience.

- Experience working within an international and multicultural environment.

- Understanding of quality management systems and regulated logistics operations.

Key Competencies

Operational Excellence

- Strong organisational and planning skills.

- High attention to detail and commitment to service quality.

- Focus on continuous improvement and operational efficiency.

Leadership & Influence

- Ability to influence teams and stakeholders without direct authority.

- Strong relationship-building skills across multiple countries and cultures.

- Effective coaching and mentoring capability.

Problem Solving

- Ability to identify root causes and implement practical solutions.

- Strong analytical and commercial awareness.

Customer Focus

- Commitment to delivering exceptional customer service.

- Ability to balance customer expectations with operational requirements.

Compliance & Quality

- Strong understanding of operational controls and governance.

- Commitment to regulatory compliance and quality standards