Global Head of Service & Certification

About the role

We are seeking a Global Head of Service & Certification to build and lead the worldwide service function for a mobile device brand. Reporting directly to the CEO, you will create the service network, standards, contracts and certification processes from scratch, focusing on post‑purchase customer experience across East and Southern Africa.

Key responsibilities

• Design and launch a network of service points (shop‑in‑shop and franchise partners) in Kenya, Tanzania, Uganda and South Africa, ensuring coverage and operational readiness.
• Negotiate and manage service contracts for paid repairs with nationwide partners, setting commercial terms and audit provisions.
• Implement same‑day replacement for warranty defects and a free screen‑replacement program (once per 12 months) across all points.
• Establish Upgrade+ service with stocked latest models, enabling 15‑minute device upgrades.
• Develop diagnostic standards, honest‑warranty policies, and fraud‑detection mechanisms, translated into regional languages.
• Secure factory and country certifications (KEBS, TBS, SABS, etc.) and maintain documentation to avoid launch delays.
• Own the IT service platform, defining functionality, access, reporting and low‑literacy user interfaces.
• Build training and certification programmes for technicians, ensuring at least one certified staff per point.

Required profile

• 5+ years in service/after‑sales of electronics or home appliances, with proven experience building partner‑based service networks.
• Hands‑on field experience in East or Southern Africa.
• Technical understanding of smartphones (hardware and software) and real‑world failure modes.
• Experience with factory and country certification processes.
• Track record managing warranty budgets, device logistics and spare‑part supply chains.
• Fluent English; Swahili, Portuguese or Afrikaans a strong plus.
• Willingness to travel frequently and for extended periods, based in Dubai.