Our holistic process has evolved from a broad and deep understanding of the Service industry and the HR function and what it takes to deliver a tailored solution whilst balancing the needs to provide an effective, efficient and economical customer proposition.


Leading and developing a successful Service organisation in a constantly evolving landscape is a complex task with many different aspects to consider. We focus on helping you acquire the leadership capabilities you require to grow your business

When it comes to sourcing talent for the Service industry, context is everything. Before we commence the search, we work with you to understand your organisation from the context of your Business, Service, Structure and People perspective.



We look at all aspects influencing your Service business and capability gaps, including strategic direction, business priorities, objectives, customer value, competition and markets and combine these insights to specify job profiles.

The stage of the transformation journey your business is currently going through defines the challenges and therefore different types of expertise you need from your Service leadership. We also take into consideration Service focus areas, accountabilities and KPIs to drive an effective sourcing process.

We map your organisational structure, ensuring it reflects external and internal expectations and take into consideration your business goals so we are better placed to find you the right talent.

The final area of importance in defining the job profile and sourcing criteria, is to align with your people context which varies by organisation and may include Capability and Leadership, Culture and Values, Diversity and Gender, Governance and Compliance.


We use our 4xS process to ensure that we place the ´right´ talent, starting with the development of a robust job profile (specify); this ensures a highly effective match from our large CV portfolio (source). Depending on your needs, we will complete deep BBI (Behaviour Based Interviews) and assessments to (screen) candidates and provide you with a summary. Finally, your hiring panel will (select) a candidate.We have demonstrated that following this rigorous approach we are able to find the right talent and can shorten the time to hire by 50%.

Our delivery model is as simple as it is strong. We combine Service and HR expertise, deep and broad industry knowledge for greater impact that is supported by purpose-built proprietary technology, to greatly accelerate the matching of jobs to service talent.


Service knowledge and recruitment expertise


Superior pool of candidates, quality job specification and candidate profiles


Shorter lead time to recruit

Service Leaders Matters partners with B2B businesses to assess and acquire top service leadership talent to drive breakthrough performance.