Global Service Excellence Manager (m/f/d)

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.

Role & Responsibilities

• Standardization of Processes and Tools: Define, implement, and maintain global service standards, processes, and ways of working across all Business Areas.
• Govern and support deployment of the global service tool landscape (e.g., Salesforce, iBase, AI service tools, website platforms).
• Ensure consistent use of systems, templates, KPIs, and methodologies while allowing controlled local adaptations.
• Drive harmonization of service workflows, documentation, and knowledge bases.
• Group Reporting & Performance Transparency:
  • Design and manage global service reporting frameworks with aligned KPIs...