Global Service Excellence Manager(m/w/x)

Description

You will drive global service excellence by standardizing processes and tools across the company. Your day-to-day involves managing governance, analyzing performance data, and fostering a collaborative community.

Requirements

• •5+ years experience in Service Management, Service Operations, Process Management, or global operational roles
• •Ability to manage KPI frameworks, dashboards, and performance reporting
• •Experience with governance structures, decision forums, and strategic planning cycles
• •Familiarity with service benchmarks, digital service trends, and AI in service
• •Skill in facilitating best‑practice sharing, workshops, and collaboration
• •Excellent communication, stakeholder management, and change‑leadership skills
• •University degree in Business, Engineering, Service Management, or related fields; Lean/ITIL/BPM certifications are a plus
• •Fluency in English and preferred international experience

Tasks

• •Define and maintain global service standards
• •Govern the global service tool landscape
• •Ensure consistent use of KPIs and methodologies
• •Harmonize service workflows and documentation
• •Design global service reporting frameworks
• •Provide consolidated performance reports for management
• •Identify improvement opportunities through data analytics
• •Support performance cycles with structured reporting
• •Establish global service governance structures
• •Ensure compliance with global process standards
• •Monitor external benchmarks and service trends
• •Translate industry insights into improvement initiatives
• •Provide strategic input on AI and digital platforms
• •Promote best practices across business areas
• •Support global rollout of proven service concepts
• •Manage a global service community
• •Organize knowledge-sharing sessions and workshops
• •Foster collaboration between different business areas
• •Develop a common global service culture

Tools & Technologies

Benefits