Global Service Excellence Manager (AI)

TL;DR

Global Service Excellence Manager (AI): Driving standardization and governance for Service across all Service Business Areas with an accent on establishing common processes, tools, reporting, and communities. Focus on ensuring transparency, continuous improvement, and knowledge sharing within the global service organization, leveraging data analytics and AI insights.

Location: Remote work in Germany is available, with office locations in Konstanz, Markt Schwaben, Nuremberg, Karlsruhe (Germany), and Grabs, Basel, Zurich (Switzerland).

Company

hirify.global AG is an international technology group with 13,000 employees, focused on delivering products, solutions, and services across Pharma, Supply Chain, and Technologies.

What you will do

• Define and implement global service standards, processes, and tools, including governing the global service tool landscape (e.g., Salesforce, AI service tools).
• Design and manage global service reporting frameworks with KPIs and dashboards, providing consolidated reporting for senior management.
• Establish and run global service governance structures, ensuring compliance with agreed standards and supporting Business Area service strategy cycles.
• Monitor external benchmarks and industry best practices, providing strategic input on AI in service and digital service platforms.
• Identify, document, and promote best practices across Business Areas, creating mechanisms for experience sharing.
• Build and manage a global service community to foster collaboration and alignment across regions.

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.
• Familiarity with service benchmarks, digital service trends, and AI in service.
• Fluent in English; international experience preferred.
• University degree in Business, Engineering, Service Management, or related fields; Lean/ITIL/BPM certifications are a plus.

Culture & Benefits

• Benefit from group-wide and international collaboration.
• Open and communicative corporate culture.
• Support for professional development.
• Performance-based compensation.
• Flexible working hours.
• Opportunities for remote work are available.