Operational Service Excellence Manager

Role Overview

• Define and drive the Operational Excellence strategy and multi‑year transformation roadmap for Europe & UK.
• Translate business priorities (growth, scalability, margin, customer experience) into structured improvement initiatives.
• Balance short‑term operational improvements with long‑term capability and operating model development.
• Establish and maintain regional governance, standards, and methodologies for end‑to‑end processes including:
• Order‑to‑Cash
• Service‑to‑Invoice
• Installations & Project Delivery
• Supply Chain & Warehouse Operations
• Strategic Partner Management
• Ensure consistency across countries while allowing controlled local flexibility.
• Own and continuously develop the regional Operational Excellence playbook.
• Drive adoption and value creation from Microsoft Dynamics 365 across Europe & UK.
• Partner with IT and Business Process Owners to align system enhancements with the OE roadmap.
• Define regional performance standards, dashboards, and KPIs to support transparent, fact‑based decision‑making.
• Set and govern regional frameworks for strategic partner performance and compliance.
• Drive partner scalability, quality, and risk mitigation through structured reviews, audits, and maturity assessments.
• Ensure alignment between partner capabilities and medium‑term growth plans.
• Lead and develop Operational Excellence capability across regions through matrix and indirect leadership.
• Act as a change leader, ensuring stakeholder engagement, communication, and adoption at all levels.
• Foster a collaborative improvement culture across Operations, Sales, Finance, HR, and IT.

Requirements

• Senior experience in Operational Excellence, transformation, or operational leadership in a multi‑country environment.
• Proven ability to lead complex, cross‑functional change initiatives at scale.
• Strong understanding of end‑to‑end service, installation, supply chain, and back‑office processes.
• Deep experience with D365‑enabled process transformation and performance analytics.
• Ability to influence senior stakeholders and lead through governance rather than formal authority.
• Strong analytical mindset with a focus on sustainable value realisation.
• Fluent English required; additional European languages are a plus.
• Willingness to travel regularly across Europe & the UK.