Global Service Excellence Manager

This is a fully remote position, open to applicants in Germany.

📋 Description

• Lead the standardization, governance, and implementation of best practices for Service across all Service Business Areas by creating unified processes, tools, reporting frameworks, and communities.

• Promote transparency, ongoing improvement, and knowledge exchange throughout the global service organization.

• Develop, execute, and uphold global service standards, processes, and operational methods across all Business Areas.

• Oversee and facilitate the deployment of the global service tool ecosystem (e.g., Salesforce, iBase, AI service tools, website platforms).

• Ensure uniform application of systems, templates, KPIs, and methodologies while permitting controlled local adaptations.

• Drive the harmonization of service workflows, documentation, and knowledge repositories.

• Design and oversee global service reporting frameworks complete with aligned KPIs and dashboards.

• Deliver consolidated reporting to senior management regarding service performance trends, risks, process compliance, and maturity.

• Utilize data analytics to uncover improvement opportunities, identify root causes, and promote cross-BA synergies.

• Establish and manage global service governance structures, including forums, steering groups, and decision-making processes.

• Ensure adherence to established global standards, tools, and processes.

• Assist BA service strategy cycles with organized governance and follow-up.

• Keep track of external benchmarks, service trends, and industry best practices.

• Evaluate Körber service performance and maturity against external standards.

• Transform external insights into actionable improvement initiatives and recommendations.

• Identify, document, and advocate for best practices across Business Areas.

• Create structured channels for experience sharing and the reuse of successful solutions.

• Build and nurture a global service community across Business Areas.

• Organize regular community meetings, knowledge-sharing sessions, workshops, and initiatives aimed at improvement.

⛳️ Requirements

• Minimum of 5 years of experience in Service Management, Service Operations, Process Management, or global operational roles.

• Demonstrated capability in managing KPI frameworks, dashboards, and performance reporting.

• Experience with governance frameworks, decision-making forums, and supporting strategic planning processes.

• Familiarity with service benchmarks, digital service trends, and the application of AI in service.

• Proficient in facilitating best-practice sharing, workshops, and collaboration across various business areas.

• Exceptional communication, stakeholder management, and change leadership abilities.

• Bachelor’s degree in Business, Engineering, Service Management, or related disciplines; Lean/ITIL/BPM certifications are advantageous.

• Proficiency in English; international experience is preferred.

🏝️ Benefits

• Collaboration across the group on an international scale.

• An open and communicative corporate culture.

• Support for ongoing professional development.

• Compensation based on performance.

• Flexible working hours.