Share this Job

Serviceability & Strategy Manager

Date Posted: 16-May-2023

Location: Crewe, GB

Company: Bentley Motors Ltd

Role: Serviceability & Strategy Manager 

Contract: Permanent

Location: Crewe Campus, UK with flexible hybrid working



Join Bentley Motors as we embark on the most transformative phase in Bentley’s history!


Bentley Motors is transforming, combining a world of luxury and progressive technology to embrace an electrified future - becoming completely carbon neutral and having 100% Battery Electric Vehicle offering by 2030.


Our Campus

Our Campus, located in Crewe, Cheshire is going through its own transformation and offers unrivalled facilities including green space, free parking, an onsite restaurant, coffee shop and onsite gym.


About the Role 

We are seeking a Serviceability & Strategy Manager to join the business on a permanent basis at our Crewe site. Reporting to the Head Of Service Operations, the role holder will be responsible for developing and delivering our vehicle Serviceability strategy for all current and future models/derivatives (Internal Combustion, Hybrid Electric & Full Electric) and in doing so ensure support for all company level ‘Beyond100’ strategic and operational customer loyalty and revenue objectives.


Operationally the role holder must ensure all Serviceability requirements are delivered in line with product and market launch timings and in full support of Bentley’s new vehicle launch process. Reporting to the role holder are the teams responsible for the production of repair procedures, repair times, electrical circuits, service video media, diagnostic software/over the air software (OTA) & parts catalogues. The teams operate through the provision of a large modern workshop facility aligned to our Retailer brand standards to ensure best in class delivery in terms of innovation, quality and content. Bentley has approximately 240 Retailers globally and the role holder is additionally responsible for ensuring Serviceability information is published in compliance with all market requirements.


Aftersales is a significant revenue generating function for Bentley as well as being responsible for all customer satisfaction and loyalty objectives post vehicle sales handover. In Bentley, Service Operations and Business Development are the two key functional departments within Aftersales, working together in a closely synchronised way to ensure all strategic and operational objectives are achieved. This is an exciting opportunity to join the Aftersales family as we moved forward with our ambitious company level ‘Beyond 100’ strategic plans, initially for hybridisation and then full electrification of our product portfolio by 2030. 



Key responsibilities include: 

  • Developing and deploying global Service information and system strategies that fully supports the company level Beyond 100 strategy.
  • The publication and launch of Bentley’s product repair procedures, diagnostics software & parts catalogues in line with Bentley’s Product delivery process for new model and model derivative launches by market.
  • Leading, developing and managing day-to-day activities for all employees within the team including future skills planning and attraction/retention strategies.
  • Ensuring Service information strategies and approaches support the timely resolution of all market vehicle repair requirements, achieving benchmark first time fix, repair quality, speed of repair and aligning with corporate Customer Satisfaction targets for Service.
  • Ensuring all global Service Information compliance requirements are met or exceeded with the guidance of Service Operations’ Regulatory Compliance team.
  • Acts as deputy to the Head of Service Operations when required in all senior group forums.


About the Person

The successful applicant will be have broad industry and technical experience as well as  strategic and operational experience within a Service Innovation and Information role. You will be a strong communicator with excellent influencing skills and able to work cross-functionally with both internal and external stakeholders. Within this role, it essential you have previous experience gained of managing a team. You will be naturally adept to dealing with a range of activities and have a high level of prioritisation skills.

You will demonstrate: 

  • Experience of several general management disciplines including strategy development, project management, organisational development, operational management and P&L accountability are essential
  • Operational planning skills and capacity to forward plan several years ahead
  • Market experience of Sales, Marketing, Aftersales or Retail would be advantageous
  • Ability to communicate and negotiate at all levels of the business
  • Strong strategic and visionary leader
  • Strong business acumen with financial analysis capability
  • Experience of managing supplier contracts including day-to-day operations and performance management and leadership ability to drive best performance from off headcount supplier partners




In addition to a competitive salary, you will have access to the following benefits:

  • Flexible working hours  
  • Hybrid working options
  • Access to a subsidised private medical scheme
  • Optional car lease scheme with access to VW group cars (VW, Seat, Skoda, Audi)
  • 35 days’ holiday inclusive of bank holidays
  • 10% pension contribution with life assurance benefits
  • Discretionary annual bonus scheme
  • Study support opportunities
  • Paid volunteering days  


If you’re seeking a challenging and rewarding career as part of an extraordinary business with ambitious plans for the future, then what are you waiting for? Apply now-closing date for this position is the 28th May.  Applications could close before this due to high volume.


We believe that everyone, regardless of their background or beliefs, belongs at Bentley. Everyone is entitled to respect and dignity and we positively celebrate the differences between people. This is a philosophy that is embraced by our leaders, championed by our colleague diversity groups and sits at the heart of our Beyond100 Strategy.