Your Mission:
To provide end-to-end ownership of the VSS Field Service process, ensuring it remains aligned, efficient, and effective across all functions, systems, and regions. By taking a holistic view of the service value chain, you will drive coordinated process improvements, minimise unintended business impacts, and enable sustainable operational excellence.
Key Responsibilities:
- Own, govern and maintain the end-to-end service process across VSS Field Service to ensure a consistent, aligned and seamless operating model from service request through to completion.
- Ensure upstream and downstream process impacts are identified, assessed and aligned before changes are introduced, so that improvements are delivered without creating isolated or conflicting ways of working.
- Establish and monitor process performance measures, quality controls and operational review routines to drive data-led decision making, reduce errors and sustain high standards of service quality.
- Collaborate with BPX colleagues, IT teams, customer centres and operational stakeholders to translate business requirements into effective process and system solutions that meet VSS Field Service needs.
- Develop and maintain training materials, guidance and knowledge-sharing approaches to enable consistent adoption of service processes across the wider VSS Field Service operations community.
- Conduct regular audits of regions to ensure the process is being adhered to across field service
Experience Requirements:
- Operational experience in our customer center service organization or a similar environment
- Business process knowledge, process mapping experience
- Good business knowledge in a relevant functional domain, and how the opportunities, risks, and issues in these domains can be addressed by technology.
- Strong analytical and problem-solving skills for developing technology-enabled use cases and analysing Business needs.
- Strong technical expertise, including knowledge of software development, database management, and scripting. Excellent communication and problem-solving skills. Ability to work independently and as part of a team.
- Experience of working in a multicultural environment is considered a plus.
- Certification in Project Management or Process Improvement methodologies is desirable.
- Strong analytical skills with the ability to interpret data and make informed decisions.
- Excellent communication and interpersonal skills with the ability to collaborate effectively across teams.
- Able to design and execute functional tests, with experience managing bugs / defects through to remediation.
- Hands-on experience in Agile methodologies and practices (e.g., SAFe, Scrum, Kanban) is beneficial.
- Good communication skills with an ability to build rapport with a wide range of different Business and Partner stakeholders.
Ability to work effectively as part of a cross-functional team, maintain a large network of key stakeholders
-
Desired Attributes:
- Detail-oriented with a logical approach to problem-solving.
- Customer-focused mindset.
- Ability to work closely within a team and independently.
Strong understanding of the software application being managed.
-
Work Environment:
Occasional travel to meet with software suppliers, operational teams, or attend training sessions will be required.
Join Us:
If you are passionate about driving customer success and improving business processes, we would love to hear from you. Apply now and be part of a team that values innovation, collaboration, and continuous improvement.
Location: Global
Reports to: Global Field Service Innovation and Technology Manager
