Global Service Excellence Lead (Hybrid)

UPM - The Biofore Company; Wrocław; Hybrid; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Meaningful work

Caring community

Development opportunities

Sustainability focus

Job summary

UPM - The Biofore Company in Wrocław is seeking an experienced Service Excellence Manager to join our Service Excellence team. You will lead cross-functional initiatives to evolve our service delivery model, with a focus on expansion and development, collaborating with Business Areas, Functions and the UPM Business Hub.

This role offers a hybrid work model in Poland, a chance to shape scalable services, manage risks, and engage senior stakeholders.

Qualifications

• Master’s degree in business, engineering, service management or related field.
• At least 5 years in service transitions/implementations, incl. 3+ years leading end-to-end initiatives in an international environment.
• Strong project/program management skills and ability to translate strategy into plans.
• Understanding of service management, shared/global business services environments.
• Experience coordinating cross-functional workstreams and dependencies.

Responsibilities

• Lead service expansion and development initiatives from planning to handover.
• Define scope, milestones, governance structures and responsibilities.
• Coordinate cross-functional workstreams and manage dependencies.
• Oversee transfer of services, capabilities and knowledge between teams.
• Lead steering meetings, report progress and follow-up actions.
• Engage stakeholders and ensure alignment throughout implementation.
• Identify and manage risks and issues proactively.
• Ensure operational readiness and smooth transition to ongoing delivery.
• Continuously improve methods for service expansion and implementation.

Skills

Mastered degree alignment

Project management

Stakeholder management

Structured implementation

Education

Master’s degree in business, engineering, service management

Job description

UPM - The Biofore Company in Wrocław is seeking an experienced Service Excellence Manager to join our Service Excellence team. You will lead cross-functional initiatives to evolve our service delivery model, with a focus on expansion and development, collaborating with Business Areas, Functions and the UPM Business Hub.

This role offers a hybrid work model in Poland, a chance to shape scalable services, manage risks, and engage senior stakeholders.