Service Manager - Jaguar Land Rover Dealer

About the role

Sardar Trading Agencies, a Jaguar Land Rover dealer, is looking for a Service Manager in Erbil. The role leads and manages the branch Service department so that the approved annual business plan, profitability, customer experience, repair quality and operating performance are delivered, while keeping JLR processes, workshop safety, technical and warranty controls, team capability and compliance consistent.

Key responsibilities

• Lead the Service Department and prepare branch inputs for the annual JLR and STA business plans, delivering 100% of the approved plan.
• Review Service KPI dashboards, set performance objectives and incentive schemes, and lead recruitment, talent development and succession planning.
• Manage Service SOPs, profit and loss, cost control, gross margin, labour efficiency, productivity and utilisation, and approve credit notes within delegated authority.
• Monitor work in progress, turnaround times, workshop loading, appointments and capacity forecasts, and oversee quality control, right-first-time-fix and repeat-repair performance.
• Manage customer experience: complaint resolution, lost opportunities, retention, loyalty and mobility programmes, mystery shopper compliance and Net Promoter Score targets.
• Manage warranty: analyse rejections and spend, monitor claim submission and coding accuracy, support warranty audits, and manage extended-warranty prospecting.
• Plan workshop equipment and tooling, coordinate recalls, technical bulletins and case escalations, and ensure EV charger maintenance, EV safety and battery-handling compliance.
• Lead workshop HSE inspections, housekeeping, PPE compliance and hazardous-waste management, and coordinate training, certifications and the competency matrix.
• Support audits, quarterly operations reviews, JLR reports and the Courtesy vehicle programme, and work with Marketing on Service activities.

Required profile

• Bachelor's degree or recognised qualification in automotive engineering, mechanical engineering, business administration or a related discipline.
• 6-8 years of relevant automotive Service or Aftersales experience, including demonstrated workshop or Service team leadership.
• Demonstrated experience in workshop operations, financial control, customer experience, technical escalation, warranty, compliance, safety and people development.
• JLR technical, warranty, Service management, EV/high-voltage or health and safety certification is an advantage; professional, driving or technical credentials must be verified before assignment.