Vacancy title:
Head of Service Agreements Excellence

[Type: FULL_TIME, Industry: Information Technology, Category: Management]

Jobs at:
Epiroc Zambia Limited

Deadline of this Job:
Tuesday, May 13 2025

Duty Station:
Chingola | Chingola | Zambia

Summary
Date Posted: Wednesday, April 30 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Functional area:  Service

Onsite or Remote:  Onsite

Primary Skills:  Critical Thinking,Growth Mindset,Analytical Thinki

Country/Region:  ZM

City:  Chingola

Location:  

Chingola, Copperbelt Province, ZM, 10101

Company name:  Epiroc DRC Sarl

Date of posting:  Apr 29, 2025

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.

Work Hours: 8

Experience in Months: 84

Level of Education: bachelor degree

Job application procedure

• To apply for this job please visit www.careerprofile.epiroc.com.

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