Service Process & Systems Leader

The Service Process & Systems leader is the single accountable owner for all end‑to‑end service business processes across the region. This role defines, governs, and continuously improves the full service lifecycle from customer request through delivery, fulfilment, billing, and post‑delivery support, ensuring consistency, compliance, and operational excellence across all Country Service Units (CSUs). The role also owns the service tool landscape, including CRM, FSM, workflow, and reporting platforms, ensuring processes and tools operate as one integrated system.

Responsibilities

• Define the global-to-local process architecture and maintain the Service Process Blueprint, ensuring all CSUs operate within a consistent, scalable framework

• Leads cross‑regional improvement initiatives to optimize productivity, cost‑to‑serve, and customer experience.

• Establish and lead the Service Process Governance Board, ensuring alignment with internal stakeholders

• Define and enforce standard operating procedures (SOPs), work instructions, and compliance checkpoints.

• Own the change‑control process for any modifications to service workflows or tools.

• Partner with IT to ensure tools support the defined processes, defining the functional requirements, user stories, and acceptance criteria for enhancements.

• Lead deployment, adoption, and training for new features or system upgrades.

• Conduct structured Service Maturity Assessments across all CSUs and produce a maturity scorecard and prioritized improvement roadmap for each CSU.

• Define the core service KPI framework and ensure KPIs are consistently measured, reported, and acted upon across all CSUs.

• Partner with the PMO to deliver structured transformation projects, benchmarking against industry best practices and introducing innovation into the service model.

• 5-10 years of experience working 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 with ability to assess maturity, identify gaps, and build improvement plans.

• Excellent communication skills; able to translate complex processes into clear, actionable guidance.

• Experience working in a multi‑country, matrixed organisation.

• German language skills and relevant certificates are a plus.