Empresa:

MAN Global Business Services (GBS) Portugal

Descrição da Função

About us:

MAN Truck & Bus, a leading European commercial vehicle manufacturer and part of the TRATON GROUP, is evolving its Global Business Services (GBS) organization structured around three core pillars: Operations, Global Process Ownership, and Strategy & Performance Management.

As part of this strategic transformation, we are expanding our international footprint by establishing a brand-new GBS delivery hub in Lisbon, Portugal. This is a unique opportunity to be part of building something from the ground up, shaping the future of how MAN operates processes globally, while contributing to the setup of a modern, agile, and people-centric service organization.

The role:

We are looking for a Service Manager to join our Strategy & Performance Management pillar within the Global Business Services organization.

This role acts as the key interface between business stakeholders, Global Process Owners (GPOs), Delivery Leads, and our Delivery Centers, ensuring that services are delivered with consistent quality, transparency, and customer focus.

The key responsibilities of this role are:

Customer Relationship & Stakeholder Management

• Serve as one of the primary points of contact for customers managing the service relationship and ensuring strong and transparent communication.
• Act as a neutral governance interface between business stakeholders and delivery center, ensuring consistent and high-quality service delivery across processes and locations.
• Maintain customer satisfaction by leading follow up discussions, analyzing feedback, and ensuring timely corrective actions.
• Lead the review and communication of GBS Customer Satisfaction Survey results and follow up improvement plans.
• Represent the customer perspective in GBS-wide initiatives, ensuring customer requirements are appropriately considered.

Service Level & Governance

• Maintain and govern customer specific SLAs in close alignment with GPOs and Delivery Leads ensuring service fulfilment and consistency with the GBS service catalogue.
• Provide input into the GBS Service Catalog, ensuring clarity on scope, deliverables, and service expectations.
• Act as an escalation point for service related issues, driving structured problem resolution, ensuring transparent communication, and prevention of recurrence.

Performance Management & Reporting

• Coordinate and prepare regular service review meetings with stakeholders, ensuring structured discussions, clear decisions, and documented follow-up actions.
• Monitor operational performance, ensuring SLA adherence and identifying deviations, risks, and improvement opportunities.
• Collaborate closely with the Performance Management & Controlling team to ensure consistent reporting governance.

FTE Governance & Workforce Planning

• Coordinate the FTE Engagement Review twice per year, ensuring transparency for capacity planning and FTE Charging.

Continuous Improvement & Service Optimization

• Identify opportunities for process optimization, standardization, and efficiency improvements, in collaboration with GPOs and Delivery Leads.
• Contribute to elevating service quality and customer experience through proactive problem solving and structured service governance.
• Support the implementation of new case management solutions on an operational level by coordinating local rollouts, enabling key users in delivery centers, supporting testing activities, and facilitating customer communication and change adoption.

Skills and Competencies:

• University degree in business administration, economics or a comparable field
• Experience in Service Delivery, Service Management, Performance Management, or similar roles with direct customer interaction in GBS/SSC environments.
• Understanding of service governance frameworks, SLAs, KPIs, and service performance models.
• Comfort with reporting and analytics tools (e.g., Power BI) and service management platforms (e.g., ServiceNow), as commonly highlighted in SDM roles.
• Strong problem solving skills, with the ability to act quickly and effectively during escalations and service disruptions.
• Excellent communication skills, essential for engaging with stakeholders across levels and ensuring expectations are clearly articulated.
• Ability to manage and structure information flow to operational teams, ensuring clarity of actions, priorities, and follow ups.
• High analytical capacity, with attention to detail and capability to interpret operational results, KPIs, and customer feedback.
• Collaborative mindset with the ability to influence across teams and manage complex stakeholder networks.
• Fluency in English; German or additional languages are considered a plus.

Your benefits:

• Working in a dynamic environment with vibrant team spirit
• Home office policy of 2 days / week
• Additional days off on Dec 24th and 31st
• Birthday off
• Life Insurance
• Health Insurance, extended to family members

Observações

Lisboa (Portugal)