Service Process & Systems Leader

Responsibilities

• Define the global-to-local process architecture and maintain the Service Process Blueprint
• Lead cross-regional improvement initiatives to optimize productivity and customer experience
• Establish and lead the Service Process Governance Board
• Define and enforce standard operating procedures (SOPs) and compliance checkpoints
• Own the change-control process for service workflows or tools
• Partner with IT to define functional requirements, user stories, and acceptance criteria for tool enhancements
• Lead deployment, adoption, and training for new features or system upgrades
• Conduct Service Maturity Assessments and produce improvement roadmaps
• Define the core service KPI framework and ensure consistent measurement across CSUs
• Partner with the PMO to deliver structured transformation projects

Requirements

• 5-10 years of experience in Service Operations, Process Management, or Service Transformation
• Proven experience owning or designing end-to-end service processes
• Deep understanding of CRM/FSM platforms and digital service tools
• Ability to lead cross-functional governance and influence without direct authority
• Strong analytical capability to assess maturity and identify gaps
• Excellent communication skills to translate complex processes into actionable guidance
• Experience working in a multi-country, matrixed organisation

Preferred Qualifications

• German language skills and relevant certificates