Service Operations Manager (f/m/x)

We are a dedicated Squad on a mission to reshape watchmaking, rooted in our legacy since 1884. With a passion for crafting timepieces that thrive across air, land, and sea, we bring together a unique fusion of casual elegance, sustainability, and inclusive luxury. With 140 years of heritage and over 1,900 passionate individuals across 20 countries, we’re excited to continue our journey forward — and we’re now expanding our presence with a new Business Service Center in Warsaw, Poland, a key hub primarily for our growing Digital & Tech-squads.Join our vibrant team in Warsaw as a Service Operations Manager and be a part of something extraordinary!As a Service Operations Manager, you ensure seamless, high-quality support across global digital and technology platforms, driving service excellence, innovation, and exceptional customer experiences.Your contribution:You will lead and oversee global support teams (L1, L2, L3) across multiple business functions and unitsYou will ensure seamless and high-quality support across all digital and technology platforms including SAP S4/HANA, Salesforce (Sales, Service, Marketing Cloud), in-store Clienteling and POS applications, Payment terminals, Warranty applications, Datalake and PowerBI reporting, SAP BTP, Azure Cloud, O365, PIM, Jira Service Management, and other Atlassian toolsYou will consolidate all support and operations teams to optimize service operations, improving response times and enhancing time to resolutionYou will drive alignment and coordination between support, infrastructure, application, and assist teams worldwideYou will implement feedback loops and plan service improvements based on performance metrics and customer insightsYou will develop and maintain KPIs including defined SLAs and performance dashboards for service deliveryYou will function as an escalation point for critical incidents and high-priority requests from customersYou will coordinate with internal support and assist teams to identify repetitive issues and implement automated fixesYou will identify opportunities to streamline service support through automation processes for common and recurring incidentsYou will enhance AI/chat agents in the service portal to suggest recommended solutions to both users and support agentsYou will conduct regular service reviews and customer satisfaction assessments (CSAT Surveys)You will facilitate training for support teams from other assist teams as neededDo you think there is even more to discover in this role? You're right — apply today and learn more!You will fit well to our squad if: Minimum 10–12 years in the tech industry with 8+ years in Digital & Technology service management or operations, preferably in Retail or Luxury Fashion, including 5+ years in managerial rolesProven experience managing support operations and service desks, handling B2C end customers, and driving service improvements to enhance customer experienceStrong knowledge of Service Operations delivery, ITIL/service management principles, and Agile frameworksProficiency with JIRA Service Management, Atlassian tools, and familiarity with automation toolsData-driven decision-making mindset with excellent communication, organizational, and leadership skillsUndergraduate or Master’s degree in Computer Science or related discipline; service management or ITIL certifications are a plusYour new employer:At Breitling, we encourage everyone to bring true authenticity to work and contribute to our shared mission to redefine luxury. We prioritize the well-being of our employees by fostering an environment of diversity, equity and inclusion, where every voice is heard and valued.We believe that happy, healthy employees are the key to success, which is why we offer competitive benefits, including:Home office (depending on position requirements)Medical InsuranceWatch to wear / watch to buy programReferral programDevelopment opportunitiesCulture of feedbackWant to take on this mission and join our team? Apply now!We value diversity and are committed to fostering an inclusive environment that reflects the excellence and refinement that define our brand. We welcome applications from all backgrounds, regardless of race, gender, age, sexual orientation, disability, or any other protected characteristic. We invite candidates from all walks of life to share their applications to join our Squad, where inclusion is at the heart of our vision of elegance and prestige. Please note that the use of protective equipment is required for certain roles to maintain the highest standards of safety and precision during operations in our workshops.