Global Service Excellence Manager
Role details
Job location
Tech stack
Job description
Drive standardization, governance, and best practices for Service across all Service Business Areas (BAs) by establishing common processes, tools, reporting structures, and communities. The role ensures transparency, continuous improvement, and knowledge sharing across the global service organization. Your role in our team
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Standardization of Processes and Tools
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Define, implement, and maintain global service standards, processes, and ways of working across all Business Areas.
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Govern and support deployment of the global service tool landscape (e.g., Salesforce, iBase, AI service tools, website platforms).
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Ensure consistent use of systems, templates, KPIs, and methodologies while allowing controlled local adaptations.
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Drive harmonization of service workflows, documentation, and knowledge bases.
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Group Reporting & Performance Transparency
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Design and manage global service reporting frameworks with aligned KPIs and dashboards.
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Provide consolidated reporting for senior management on:
- Service performance
- Trends and risks
- Process compliance and maturity
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Use data analytics to identify improvement opportunities, root causes, and cross-BA synergies.
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Support PMS / PPS cycles with standardized performance input and structured reporting.
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Governance and Operating Model
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Establish and run global service governance structures, including forums, steering groups, and decision processes.
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Ensure compliance with agreed global standards, tools, and processes.
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Support BA service strategy cycles with structured governance and follow-up.
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Benchmarking & External Best Practices
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Monitor external benchmarks, service trends, and industry best practices.
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Compare Körber service performance and maturity against external standards.
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Translate external insights into concrete improvement initiatives and recommendations.
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Provide strategic input on topics such as:
- AI in service
- Digital service platforms
- Service value proposition development
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Best Practice Sharing Among Business Areas
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Identify, document, and promote best practices across BAs.
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Create structured mechanisms for experience sharing and reuse of successful solutions.
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Support rollout and adoption of proven concepts globally (e.g., service sales training approaches, digital tools, process improvements).
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Community Management & Collaboration
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Build and manage a global service community across Business Areas.
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Organize regular:
- Community meetings
- Knowledge-sharing sessions
- Workshops and improvement initiatives
- Act as a connector between BAs to foster collaboration and alignment.
- Support development of common service culture and mindset across regions and businesses.
Requirements
Do you have experience in Management?, Do you have a Bachelor's degree?, * 5+ years' experience in Service Management, Service Operations, Process Management, or global operational roles.
- Proven ability to manage KPI frameworks, dashboards, and performance reporting.
- Experience with governance structures, decision forums, and supporting strategic planning cycles.
- Familiarity with service benchmarks, digital service trends, and AI in service.
- Skilled in facilitating best-practice sharing, workshops, and collaboration across business areas.
- 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.
- Fluent in English; international experience preferred.
Benefits & conditions
- You benefit from group-wide and international collaboration.
- Our corporate culture is open and communicative.
- We support your professional development.
- We offer performance-based compensation.
- Our working hours are flexible and adjusted pragmatically to workload demands.
- Opportunities for remote work are available.
