Global Service Excellence Manager

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🕒 June 1

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Körber

WebsiteLinkedInAll Job Openings

10,000+ employees

🏢 Enterprise

💊 Pharmaceuticals

Enterprise • Pharmaceuticals • Logistics

Körber is an international leading technology group with over 12,000 employees in more than 100 locations worldwide. The company operates in four key business areas: Digital, Pharma, Supply Chain, and Technologies. Körber focuses on developing innovative products, solutions, and services aimed at technological leadership and sustainability. It is committed to implementing sustainability initiatives, achieving net-zero CO₂ emissions by 2040, and maintaining high standards in ecodesign and lifecycle assessments. Körber is recognized for its strategic ecosystem partnerships, particularly in the pharma and biotech industries, and is involved in the fields of manufacturing logistics, artificial intelligence, and automation technologies.

📋 Description

• Drive standardization, governance, and best practices for Service across all Service Business Areas by establishing common processes, tools, reporting structures, and communities • Ensure transparency, continuous improvement, and knowledge sharing across the global service organization • Define, implement, and maintain global service standards, processes, and ways of working across all Business Areas • Govern and support deployment of the global service tool landscape (e.g., Salesforce, iBase, AI service tools, website platforms) • Ensure consistent use of systems, templates, KPIs, and methodologies while allowing controlled local adaptations • Drive harmonization of service workflows, documentation, and knowledge bases • Design and manage global service reporting frameworks with aligned KPIs and dashboards • Provide consolidated reporting for senior management on service performance trends and risks, process compliance and maturity • Use data analytics to identify improvement opportunities, root causes, and cross-BA synergies • Establish and run global service governance structures, including forums, steering groups, and decision processes • Ensure compliance with agreed global standards, tools, and processes • Support BA service strategy cycles with structured governance and follow-up • Monitor external benchmarks, service trends, and industry best practices • Compare Körber service performance and maturity against external standards • Translate external insights into concrete improvement initiatives and recommendations • Identify, document, and promote best practices across BAs • Create structured mechanisms for experience sharing and reuse of successful solutions • Build and manage a global service community across Business Areas • Organize regular community meetings, knowledge-sharing sessions, workshops, and improvement initiatives

🎯 Requirements

• At least 5 years of 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 cycles • Familiarity with service benchmarks, digital service trends, and AI in service • Skilled in facilitating best-practice sharing, workshops, and collaboration across business areas • Excellent communication, stakeholder management, and change-leadership skills • University degree in Business, Engineering, Service Management, or related fields; Lean/ITIL/BPM certifications are a plus • Fluent in English; international experience preferred.

🏖️ Benefits

• Group-wide and international collaboration • Open and communicative corporate culture • Support for professional development • Performance-based compensation • Flexible working hours