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Bei ABB unterstützen wir Industrien dabei, effizienter und sauberer zu arbeiten – und jede einzelne Person trägt hier
dazu bei. Wir bieten allen Mitarbeitenden die Möglichkeit, Verantwortung zu übernehmen und die eigene Entwicklung aktiv
voranzutreiben. Gemeinsam entstehen Lösungen, auf die alle stolz sein können. Wir suchen engagierte Talente, um
gemeinsam die Welt voranzutreiben.
Diese Position berichtet an:
Service Business Process Manager
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We are seeking an experienced and strategic Service Business Process Owner to lead our global service operations
governance, performance steering, and execution discipline. You will serve as the critical bridge between strategy and
execution, translating ambitious service strategy into standardized processes, measurable KPIs, and enabling digital
tools.
This role offers the unique opportunity to shape service excellence across ABB's global footprint, driving alignment
across regions and functions while ensuring operational rigor and continuous improvement.
This is a global role, with preferred location in Europe or Richmond, USA. The work model for the role is: Hybrid
This role is contributing to the Global Critical Power Service. Main stakeholders are Service Managers and Global
Service Business Manager.
Core Responsibilities
Governance & Strategic Alignment
- Ensure governance and execution discipline across service operations with end-to-end accountability, countries
alignment, and transparent performance management while acting as the critical link between strategy and on-ground
execution.
- Design and manage a comprehensive KPI framework aligned with business objectives, overseeing periodic performance
reviews, monitoring process KPIs, and driving continuous improvement through real-time dashboards and data analysis.
- Define and implement standardized service processes with global best practices, oversee digital tools optimization
(Salesforce, SAP, Power BI), ensure seamless integration, and maintain process governance frameworks for consistency
and compliance.
- Build organizational capability through comprehensive training programs, coaching, domain expertise, knowledge
sharing with the Global Service team, and best practices development across the service operations team.
- Drive strategic communication and organizational change by presenting data-driven insights to leadership,
facilitating cross-functional collaboration, and leading adoption of new processes and tools across all stakeholder
groups.
Our team dynamics You will join a dynamic, talented and high performing team, where you will be able to thrive.
Qualifications for the role
- Master degree in technical fields. Project Management certification is a plus.
- Experience & Expertise: Minimum 5 years in service operations or service processes management with deep Critical
Power Service knowledge, understanding of service delivery models, customer journey mapping, and service excellence
frameworks.
- Technical Proficiency: Hands-on expertise with Salesforce (Service Cloud), ServIS, SAP, and analytics/BI tools
(Power BI); proven ability to design and govern standardized processes and KPI frameworks; strong data-driven
analytical skills to translate data into actionable insights.
- Process & Governance Capability: Disciplined approach to process management, operational rigor, governance, and
accountability; ability to implement and maintain standardized processes aligned with global best practices.
- Cross-functional Leadership & Influence: Demonstrated ability to lead complex global initiatives, drive alignment
across organizational boundaries, manage diverse stakeholder groups, and influence outcomes without direct authority in
matrix environments.
- Strategic Communication & Mindset: Professional fluency in English (written and verbal); ability to translate
high-level strategy into executable operational plans; excellent communicator who builds trust through data-backed
dialogue; natural team player with relentless focus on continuous improvement and collaboration.
Preferred Qualifications
- Experience with ABB Critical Power Business
- Knowledge of Lean Six Sigma, or similar process improvement methodologies
- Experience with organizational change management and training program design
- Familiarity with service-oriented KPI frameworks (e.g., Customer Satisfaction, SLA management, Cost of Service)
- Project management certification (PMP, PRINCE2)
- Background in leading service transformation or digital transformation initiatives
- Experience with multiple Salesforce clouds
What's in it for you?
- Strategic impact role with visibility to senior leadership and board-level discussions
- Global exposure with opportunities to drive initiatives across multiple regions and business units
- Career development opportunities within a global organization
- Flexible work arrangements supporting work-life balance
- Learning & development programs supporting continuous professional growth
- Collaborative culture that values innovation, diversity, and inclusion
More about us
ABB is a leading global technology company that energizes the transformation of society and industry to achieve a more
productive, sustainable future. With operations in more than 100 countries and more than 110,000 employees worldwide,
we're pioneering breakthroughs in electrification, automation, and digitalization. This opportunity is open to
candidates in multiple countries, with the final work location determined based on the selected candidate. As
compensation may vary by location, we are committed to being transparent throughout the hiring process and will share
details of the salary range, variable compensation and benefits package with candidates who progress to the first
interview stage for a location in the European Union, covered by the EU Pay Transparency Directive.
The final offer will be tailored based on your role location, experience, skills and qualifications, internal market
positioning and alignment with ABB internal standards.
Die Zukunft wird sauberer und intelligenter durch vielfältige Talente – neugierige, mutige und kreative. Wir schätzen
Menschen mit unterschiedlichem persönlichem Hintergrund und Erfahrungen.
Bereit, gemeinsam etwas zu bewegen?
Jetzt direkt bewerben oder weitere Informationen zu ABB und unseren Lösungen weltweit entdecken unter:
https://www.abb.com