Service Operations Excellence and Project Manager (m/f/d)

Stellenbeschreibung:

Service Operations Excellence and Project Manager (m/f/d)

Reporting to the Director of Shared Services, the Service Operations & Projects Manager supports stabilization, ongoing operation, and continuous improvement of the SSC during its early operating phase. The role provides dedicated capacity for escalation management, service performance governance, financial and commercial tracking, change management support, and project coordination, flexing over time from stabilization-focused activities toward steady-state service operations and support for future transitions or process transformation initiatives.

Working Model

Remote

Location

Remote

Contract Hours

Full time

Function

Administration

Time Limit

Unlimited

Commences

Primary Responsibilities

Service Stabilization & Escalation Management

Support stabilization of SSC services during the initial operating phase
Coordinate resolution of operational escalations across functions, regions, and service providers
Track risks, issues, and dependencies impacting service performance
Support cross-functional alignment for change adoption and process maturity
Identify adoption gaps and escalate risks impacting service stability
Support reinforcement actions to improve operational acceptance and sustainability

Project Coordination & PM Support

Provide hands-on project coordination support for stabilization and ops improvements
Support planning, tracking, and reporting of project activities, milestones, and risks
Coordinate stakeholders and ensure alignment across functions and service providers
Over time, provide project management support for additional service transitions

Service Operations & Performance Management

Support service performance governance, including SLA and KPI tracking
Assist in monitoring service delivery, issue trends, and improvement actions
Support service review preparation and follow-up actions
Assist with scope, change, and demand intake related to SSC services
Support identification and coordination of process improvement initiatives
Assist with implementation follow-up for approved improvements

Financial & Commercial Support

Support tracking and analysis of service-related costs, benefits, and savings initiatives
Assist with monitoring of budget adherence and financial impacts related to scope changes
Support contract compliance tracking and resolution of commercial issues in partnership with Finance and Procurement

Qualifications

Completed studies in Business Administration or a similar field
Extensive experience in Shared Service Center/Global Business Services, service operations, or operational project coordination
Strong stakeholder coordination and communication skills
Excellent financial and commercial acumen, with the ability to understand budgets, cost drivers, and financial impacts of operational decisions
Structured, analytical, and detail-oriented
Comfortable operating in evolving, ambiguous environments
Fluency in English and German language are strongly desired