Markem-Imaje is a trusted global manufacturer of product identification and traceability solutions. Our connected solutions help manufacturers to reduce waste, increase efficiency, achieve compliance and protect their brand. We offer the most complete range of market-leading marking and coding systems along with software, services and consumable solutions so you can streamline all your printing needs from one supplier.**The Role**Manager, Service Delivery Excellence reporting to the Senior Director, Global Services.In this role, you’ll be pivotal in the execution of a multi-year Service Business Transformation by building highly effective and efficient Service Delivery capabilities to achieve best-in-class customer experiences while improving cost to serve.**What you will do**:Lead, manage and inspire the Service Delivery Excellence team as part of the Global Services Division and drive MI’s Service Delivery excellence working cross-functionally at all levels of the company. Your scope spans from Solution Delivery (Pre-Sales) Services, Technical Remote Support Services with our Help Desks for hardware and software products, to Technical Field Service, Customer Training and Repair Services.Key responsibilities include:- Join the leadership team of the Global Services Division becoming a key contributor to MI’s overall Service strategy and take responsibility for driving the related Service Delivery elements. Additionally, ensure the Service Delivery strategy is aligned with MI’s Service Portfolio roadmap to secure superior customer experience while improving cost-to-serve.- Manage a global team of service delivery excellence as well as Data Science and Analytics experts.- Own and manage with your team all Service Delivery processes and tools through their entire lifecycle from identifying strategic needs, design, and creation, to implementation, maintenance, and disposal. Achieve process excellence and drive operational excellence through digital transformation, standardization, continuous improvements as well as break-through improvements.- Set performance targets in close collaboration with our commercial Service Delivery teams and in line with MI’s Service strategy. Ensure KPIs are defined and performance targets are set on an annual basis.- Define and manage with your team a risk-based governance model for performance monitoring, assessment and reporting ensuring process effectiveness and efficiency is reviewed on a regular basis and communicated appropriately. Define and oversee action plans if performance is not meeting expectations.- Own and drive the evolution of MI’s Service Delivery structural design and work closely with key busines partners to achieve strategic objectives.- Establish and manage best-in-class data management, data science as well as analytics and reporting capabilities for the global Services business working with a team of experts to provide data driven insight for decision making and improvement actions. This includes the creation and execution of regular, standard performance metrics reporting.- Provide continuous support and become an effective business partner to our commercial Service Delivery teams and other key stakeholders, incl. ensuring solutions are provided for escalated issues.- Participate in and/or lead work packages as part of major company projects representing the General Services Division.**What you need to have**:- Bachelor’s degree preferably in Business or equivalent. MBA is a plus.- Minimum 10 years’ experience in Service Delivery in comparable B2B industries with at least 5 years in managing or leadership positions.- Strong technical foundation, incl. solid SAP and Salesforce knowledge and experience.- Lean / Six Sigma and project management certifications are desired.- Expertise in driving process and operational excellence leveraging latest technologies and data, always with a focus on providing superior customer experience, combined with the ability to create and innovate.- Proven track record in achieving process excellence in complex, cross-functional and global environments improving efficiency and effectiveness while establishing standardization.- Demonstrated capabilities to handle tight deadlines, shifting priorities, and the ability to find creative solutions while working successfully cross-functionality.- Ability to think strategically and translate strategic objectives into effective plans and tactics.- Ability to work in a fast-paced environment with ambiguous situations.- Excellent organizational skills and time management with high attention to detail- Very strong problem solving and decision-making skills.- Strong communication skills, both written and verbal with a demonstrated ability to communicate at all levels within the organization.- Fluent in written and spoken English.- Collaborative entrepreneurial spirit- Winning through customers- High ethical standards, openness and trust-