Service Business Process Lead

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This position reports to:
Business Process Manager - ERP Transformation and M&A Integration

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Your role and responsibilities

In this role, you will orchestrate service business processes across large-scale transformation programs and M&A (Merger and Acquisitions) integration activities. Through collaboration with business process owners, subject matter experts, and stakeholders across business and IS functions within Electrification Service, you will drive standardization and elevate operational excellence.

The work model for the role is: hybrid

You will be mainly accountable for

Process Guidance & Operating Models

• Process blueprint development & governance: Design and maintain process blueprints for service management and delivery
• Cross-functional process coordination: Partner with process owners for opportunity management, order handling, field service, master data and installed base to ensure process alignment and operational coherence
• End-to-end process implementation: Lead service process implementation, establish monitoring frameworks, and track performance against defined business value metrics
• M&A integration: Integration planning and assessment of acquired company operating models, applications, and processes to ensure seamless service domain consolidation

Process Integration Across Multiple Applications

• Multi-application integration strategy: Design and implement integration solutions that connect ERP, CRM, sales, service management and field service applications to create seamless end-to-end workflows.
• Data and process synchronization: Ensure consistent data flow and process synchronization across disparate systems to eliminate silos and improve operational efficiency.
• Integration governance & maintenance: Establish integration standards, documentation, and governance frameworks to manage application dependencies and system interactions.
• System interoperability: Collaborate with IT and system architects to identify integration points, define data mappings, and optimize process flows across the technology stack.

Project Management

• Manage and/or support M&A and transformation related projects within the service domain
• Manage demand and requirements in a structured and sustainable manner
• Ensure, follow-up and verify demand delivery by IS or support by service domains according to specified business requirements

Support of local units

• Train and educate local units in use of service applications
• Communicate and share best practices and results within the organization
• Engaging local champions in testing/solution verification sessions

Qualifications for the role

• You have 10+ years of experience in service management, or customer service within service-oriented or manufacturing sectors
• Sound understanding of service management processes
• Deep knowledge of SAP Service Management and connected applications (e.g. from areas such as e-commerce, sales and field service); SAP S/4 Hana experience is highly preferred
• Project management & change management experience
• Strong analytical skills and good understanding of operational excellence
• University degree: Master of Science / MBA in Business Administration, International Management, Engineering, Information Systems, or related field

More about us

Electrification provides leading electrical distribution and management technologies, solutions and services to electrify the world in a safe, smart and sustainable way. The portfolio includes medium- and low-voltage electrical components, switchgear, digital devices, enclosures, and circuit breakers, among others. With our products, solutions and services, we collaborate with customers to improve power delivery and security, enhance energy management, efficiency and operational reliability, as we seek to achieve a low carbon society. go.abb/electrification

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.

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.

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