Körber

Global Service Excellence Manager

Körber

full-time

Posted on:

Location Type: Remote

Location: Germany

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About the role

  • Drive standardization, governance, and best practices for Service across all Service Business Areas (BAs) by establishing common processes, tools, reporting structures, and communities
  • Ensure transparency, continuous improvement, and knowledge sharing across the global service organization
  • 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
  • Design and manage global service reporting frameworks with aligned KPIs and dashboards
  • Provide consolidated reporting for senior management on: Service performance, Trends and risks, Process compliance and maturity
  • Use data analytics to identify improvement opportunities, root causes, and cross-BA synergies
  • Establish and run global service governance structures , including forums, steering groups, and decision processes
  • Ensure compliance with agreed global standards, tools, and processes
  • Monitor external benchmarks, service trends, and industry best practices
  • Identify, document, and promote best practices across BAs
  • Build and manage a global service community across Business Areas
  • Organize regular Community meetings, Knowledge-sharing sessions, Workshops and improvement initiatives
  • Act as a connector between BAs to foster collaboration and alignment.

Requirements

  • 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
  • group-wide and international collaboration
  • corporate culture is open and communicative
  • support your professional development
  • performance-based compensation
  • flexible working hours
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Service ManagementService OperationsProcess ManagementKPI frameworksDashboardsData analyticsGovernance structuresPerformance reportingBest-practice sharingDigital service trends
Soft Skills
CommunicationStakeholder managementChange leadershipCollaborationFacilitationKnowledge sharingOrganizational skillsCommunity buildingTransparencyContinuous improvement
Certifications
LeanITILBPM