Head of Service Operations – iStore

At Core Group, we are passionate about technology, innovation, operational excellence, and delivering exceptional customer experiences.

We are looking for a highly experienced and strategically minded Head of Service Operations and Transformation to lead, redesign, and scale our service operations across Africa.

The Head of Service Operations and Transformation – iStore Africa will provide strategic and operational leadership to the service function across the African continent.

This role will have full accountability for the end-to-end repair and after-sales service journey, including workshop operations, collections, logistics, cross-border repairs, technical capability, parts management, customer experience, compliance, financial performance, process optimisation, and regional expansion.

The successful candidate will be responsible for assessing the current service operating model, identifying inefficiencies, redesigning processes, and implementing scalable operational solutions across multiple countries.

This is not only a technical service management role. It is a senior Head of Department position requiring strong Industrial Engineering capability, commercial thinking, operational leadership, and the ability to manage complex, multi-site environments across Africa.

The role will ensure that all service operations are efficient, commercially sustainable, customer-focused, and fully aligned with Apple Authorised Service Provider standards.

• Develop and implement the service operations strategy for iStore Africa in support of the broader business strategy.
• Provide strategic direction and leadership to the service function across all countries and locations.
• Build a scalable service operating model that supports growth across Africa.
• Set clear departmental priorities, performance standards, governance structures, and operating rhythms.
• Identify opportunities to improve service capability, productivity, efficiency, customer experience, and commercial performance.
• Provide senior leadership with clear insight into operational performance, risks, opportunities, and strategic priorities.
• Act as the senior escalation point for significant customer, operational, technical, compliance, and commercial matters.

• Review the full end-to-end service and repair operation across Africa.
• Map, analyse, redesign, and standardise operational processes across all service locations.
• Identify operational bottlenecks, duplication, inefficiencies, control gaps, and opportunities for automation.
• Develop scalable processes that can be implemented consistently across multiple countries.
• Improve workflow design, capacity planning, workforce utilisation, productivity, and resource allocation.
• Lead continuous improvement and operational transformation initiatives across the service division.
• Use data and operational insights to drive measurable improvements in cost, turnaround time, quality, and customer experience.
• Ensure that standardised processes remain practical and appropriate for individual country requirements.

• Take full ownership of the repair lifecycle from customer collection through to final delivery.
• Ensure fast, consistent, and high‑quality repairs across all service locations.
• Drive turnaround times and maintain strong service‑level performance.
• Oversee workshop operations, service desks, repair queues, technician productivity, and repair quality.
• Manage collections, parts movement, courier networks, logistics, and cross‑border repair operations.
• Ensure same‑day repairs are achieved where workshop capability and parts availability allow.
• Monitor capacity and demand…