Overview In this role you drive service processes across large transformation programs and M&A; integrations, partnering with process owners to raise operational excellence. You will design and govern process blueprints for service delivery and coordinate cross-functional efforts to align opportunity management, order handling, and field service. You lead end-to-end process implementation, establish monitoring for business value, and plan integrations to consolidate operating models post-acquisition. This role offers impact across ERP, CRM, and service ecosystems within Electrification Service, with a strong emphasis on scalable, data-driven improvements.

Responsabilità

Orchestrate service processes across large-scale transformation programs and M&A; integration activities Design and maintain process blueprints and governance for service management and delivery Coordinate cross-functional processes with owners for opportunity management, order handling, field service, master data, and installed base Lead end-to-end service process implementation, establish monitoring frameworks, and track performance against value metrics Plan and assess acquired company operating models, applications, and processes for seamless service domain consolidation (M&A;)



Design multi-application integration strategies to connect ERP, CRM, sales, service management, and field service systems Ensure data flow and process synchronization across disparate systems Establish integration governance, standards, and documentation Collaborate with IT and system architects on data mappings and process optimization across the tech stack Manage and/or support M&A; and transformation projects within the service domain Train and educate local units in service applications; share best practices; engage local champions in testing/solution verification sessions

Requisiti fondamentali

10+ years of experience in service management or customer service in service-oriented or manufacturing sectors Solid understanding of service management processes Deep knowledge of SAP Service Management and connected applications; SAP S/4HANA experience highly preferred Project management and change management experience Strong analytical skills and understanding of operational excellence University degree (Master of Science / MBA or related field) Cross-functional collaboration Communication Change management SAP Service Management SAP S/4HANA Integration design across ERP/CRM/service apps

📌 Service Business Process Lead (Bergamo)
🏢 ABB
📍 Bergamo