Team Lead Service Operations

About the role

The Team Lead Service Operations guides the daily operations of the support crew to maintain exceptional service delivery standards. This role involves overseeing workload queues, resolving escalated technical cases, managing spare parts logistics, and building scalable service subscription models. The position works closely with engineering and product teams to ensure radar and software systems run flawlessly worldwide.

Responsibilities

• Set clear daily priorities for the sub-team through regular check-ins and active coaching.
• Oversee Jira Service Management ticket queues, incident assignments, and spare parts requests.
• Serve as the primary operational point of contact for complex technical support cases and coordinate cross-team troubleshooting.
• Design and roll out structured Service and Support subscription models and align SLAs.
• Identify operational bottlenecks and refine ticket routing while upgrading runbooks and documentation.
• Partner with Service Engineering and Product Management to provide feedback on incident root causes.

Required skills

• Jira Service Management
• ERP systems
• Technical customer support
• Spare parts management
• SLA management
• Service subscription models
• Commercial
• English

Qualifications

• BA or BSc degree in Engineering, Business Administration, Operations Management, or a related technical field
• Equivalent practical experience

Benefits

• Comprehensive pension plan
• Commuting allowance
• 30 days of paid holiday leave
• Training and certifications
• High quality equipment

About the Company

Robin Radar is a technology leader in tracking and classifying small objects, helping prevent bird strikes, reducing the impact of wind farms on wildlife, and protecting critical infrastructure from drone threats. They are a Great Place to Work certified company and one of the top 10 fastest-growing companies in the Netherlands.