Service Excellence Manager 80%

Service Excellence Manager 80% (gn) WE CONNECT THE PHYSICAL AND THE DIGITAL WORLD SPS is a leading outsourcing provider for Business Process Services, innovative services in intelligent data management, and for the hybrid working world. Quality, combined with a global presence, deep industry knowledge, and the latest technologies, make SPS a reliable partner for the transformation of companies. With holistic end-to-end solutions, SPS supports companies in making their business processes more efficient, agile, and future-oriented. Over 8,500 employees and specialized partners support customers in more than 20 countries – with a focus on the banking, insurance, and healthcare industries. YOUR TASKS As a Service Excellence Manager, you will continuously develop our reporting, analysis, and control landscape in Service Management. With your eye for data, processes, and automation, you will create transparency, support informed decisions, and make an important contribution to service quality and customer satisfaction. In doing so, we rely on your expertise and give you the necessary freedom to question existing structures and develop them sustainably. Further development of reporting, dashboard, and analysis solutions in Service Management Creation and optimization of SLA, KPI, quality, cost, and forecast reportings Analysis of service metrics as well as derivation of optimization measures Ensuring high data quality and transparency in service control Identification and automation of manual reporting and analysis processes Further development of reporting tools, data structures, and service management processes Preparation of decision-making bases for management, customers, and internal stakeholders Support of Service Managers during service reviews, customer meetings, and analyses Coordination of improvement initiatives in the areas of reporting, data management, and Service Excellence Close cooperation with Service Management, Client Management, IT, and other specialist departments Preparation, moderation, and follow-up of customer meetings and service reviews, including the preparation of relevant KPI, SLA, and performance data. Support during escalations as well as participation in changes, optimization initiatives, and the continuous development of our services YOUR PROFILE Completed business administration, technical, or comparable training Several years of experience in Service Management, reporting, controlling, operations, or a comparable environment Very good knowledge of Excel as well as experience with reporting and BI solutions Experience with Power BI, SQL, or comparable data and analysis tools is an advantage Understanding of KPI, SLA, and performance management High affinity for data, processes, automation, and continuous improvement Analytical, structured, and independent way of working Ability to prepare complex matters in an understandable and target-group-oriented manner Strong communication personality with high customer and service orientation Fluent German and English skills in spoken and written form A flawless criminal record and debt collection register extract is required YOUR BENEFITS A future-oriented employer that drives the digitalization of the economy A dynamic environment in a company with global structures Central workplace in Glattbrugg with the possibility of home office Participation in Reka-Checks as well as health precaution/fitness subscription Subsidies for public transport subscriptions and free Business Halbtax subscription Attractive employee discounts for many brands and products We are actively committed to equality and diversity. All qualified applicants will be considered regardless of gender, gender identity, age, origin, religion, sexual orientation, or disability. #LI-FC1 jpidb82b7e4jm jit0625jm jiy26jm