Global Service Excellence Manager - Hybrid Role

2015 UPM-Kymmene Sp.z o.o.; Wrocław; Hybrid; PLN 140,000 - 190,000; Full time

Benefits offered by this job

A meaningful job

A caring community

Development opportunities

Responsible employer

Job summary

UPM is seeking an experienced Service Excellence Manager to join the Service Excellence team in Wrocław, Poland. You will lead cross-functional initiatives to evolve our service delivery model, focusing on expansion and development, collaborating with Business Areas and functions to turn plans into sustainable operational solutions.

You will operate in an international environment, with a strong emphasis on program management, governance and stakeholder alignment, ensuring readiness and a smooth

Qualifications

• Master's degree in business, engineering, service management or a related field.
• At least 5 years in service transitions, implementation or transformation, with 3+ years leading end-to-end initiatives in international environments.
• Strong project/program management skills and ability to translate strategy into structured plans.
• Knowledge of service management, shared services or global business services environments.

Responsibilities

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

Skills

Project management

Stakeholder management

Cross-functional collaboration

Service transitions

Leadership

Communication

English fluency

Education

Master's degree in business, engineering or service management

Job description

UPM is seeking an experienced Service Excellence Manager to join the Service Excellence team in Wrocław, Poland. You will lead cross-functional initiatives to evolve our service delivery model, focusing on expansion and development, collaborating with Business Areas and functions to turn plans into sustainable operational solutions.

You will operate in an international environment, with a strong emphasis on program management, governance and stakeholder alignment, ensuring readiness and a smooth