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