Service Excellence Program Manager (Field Operations)

What You Will Do

This pivotal role reports to the Director of Service Operational Excellence within the Building Solutions sector for EMEALA. You will lead and implement process and application enhancements across service operations in Europe, the Middle East, Africa, and Latin America (EMEALA).

In this role, you will drive the deployment of regional change initiatives, including innovative business tools that support strategic growth objectives and ensure smooth process adoption. These tools include (but not limited to) Service CRM applications, technician sales lead management, and field quotation solutions. Your focus will be on delivering project outcomes on time, within budget, and achieving planned financial and operational benefits.

How You Will Do It

Your expertise in operations management will be key as you collaborate closely with regional teams, program teams, and EMEALA service leaders. You will lead teams dedicated to targeted process improvement initiatives and develop comprehensive regional implementation plans. You will conduct assessments and valuations of anticipated business benefits, ensuring a robust return on investment.

Additionally, you will coordinate with resources to ensure successful execution of improvement and change initiatives, adhering to timelines and budget constraints. Regular communication of progress to regional sponsors and business leaders will be essential, as will identifying potential challenges and collaborating on timely resolutions. You will also oversee specialized activities, including process mapping, application testing, and operational data analysis.

Required

What we look for

• Demonstrated experience in managing operations and leading transformative change initiatives.
• Proven background in project or program management with a record of successful delivery.
• Experience in working within a matrix organization.
• Strong people management skills with the ability to foster collaboration and teamwork.
• High level of business acumen, with the ability to establish credibility with management, peers, and clients.
• Comprehensive knowledge of Change Management tools and methodologies.
• Ability to perform effectively under pressure while consistently achieving high-quality results.
• Excellent communication skills to engage and collaborate with diverse organizations and stakeholders.
• Fluency in English, both verbal and written.
  
  

Preferred

• Background in field-based operations.
• Certifications in change management and process improvement methodologies.
• Project or program management certifications.
• Fluency in an additional Western European language.