Service Excellence Manager

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

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values – trust and be trusted, achieve together, renew with courage. Together we can renew the everyday, for a future beyond fossils! Learn more about us as a workplace upm.com/careers

We are looking for an experienced Service Excellence Manager to join our Service Excellence team in UPM Business Hub Poland in Wrocław.

“We are looking for an experienced and proactive Service Excellence Manager to join our Service Excellence team. In this role, you will lead cross‑functional initiatives that develop and evolve our service delivery model, with a particular focus on service expansion and service development. You will work closely with Business Areas, Functions and Business Hub teams to turn plans into sustainable operational solutions. As your future manager, I look forward to supporting you as you bring structure, energy and strong stakeholder leadership to initiatives that shape the future of our services.” – Rami Motturi, Senior Manager, Service Excellence

We live by our values – trust and be trusted, achieve together, renew with courage.

Got interested? Join us on this exciting path! #growthwithUPM

If you wish to get more insight about who we are, check out this page! UPM – we renew the everyday Read more: upm.com

UPM is a material solutions company, renewing products and entire value chains with an extensive portfolio of renewable fibres, advanced materials, decarbonization solutions, and communication papers. In Poland, UPM is running two factories near Wrocław, a Human Resources Service Center in Kraków and UPM Business Hub at the heart of the city of Wrocław. At the moment, the Wrocław Hub brings together over 600 professionals in customer, supplier and financial services.

The Finnish leadership culture encourages people in personal growth and self‑development, and our values – trust and be trusted, achieve together, renew with courage – are visible in our everyday work. We are inspired by the limitless opportunities of the bioeconomy and we lead the way towards a future beyond fossils.

What you will do

• Lead service expansion and development initiatives from initial planning through to operational handover
• Define clear project scope, milestones, responsibilities and governance structures
• Coordinate cross‑functional workstreams and manage dependencies across teams
• Manage the transfer of services, capabilities and knowledge between teams
• Lead steering meetings, provide progress updates and ensure follow‑up on agreed actions
• Engage key stakeholders and ensure alignment throughout the implementation process
• Proactively identify and manage risks and issues
• Ensure operational readiness and a smooth transition to ongoing service delivery
• Continuously improving methods and practices for service expansion and implementation

Who you are

• You hold a master's degree in business, engineering, service management or another relevant field
• You have at least 5 years or relevant experience in service transitions, implementation or transformation, including at least 3 years leading end‑to‑end service transitions or implementations in an international environment
• You demonstrate strong project or program management skills, with the ability to translate strategic objectives into structured implementation plans
• You have a good understanding of service management, shared services or global business services environments, including the operational requirements for sustainable service delivery
• You are experienced in working across functions and organisational boundaries, coordinating multiple workstreams and managing dependencies
• You possess strong stakeholder management, facilitation and communication skills, with the ability to engage senior stakeholders and build alignment
• You take ownership, work proactively and approach complex initiatives with a structured, pragmatic and solution‑oriented mindset
• You are fluent in English; knowledge of other languages is considered an asset

What we offer to you

• A meaningful job: We have an inspiring purpose “We renew the everyday for a future beyond fossils”. Our work is impactful and transformative.
• A caring community: Our community is built on great team spirit and shared commitment. We care about each other and the well‑being of our colleagues. We support the work‑life balance of all our employees.
• Development opportunities: We offer you great opportunities to learn and grow throughout your career. We are an international, multi‑business organization offering plenty of avenues for personal growth.
• Responsible employer: Sustainability is at the core of everything we do. We are committed to ambitious, science‑based sustainability targets in all areas, from climate change mitigation to enhancing biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.

Additional information

Learn about our Rewarding and our Ways of working

This position offers a hybrid working model, combining remote work from home with regular on‑site collaboration in Wrocław. The position holder will report to Senior Manager, Service Excellence.

UPM – we renew the everyday. Read more: upm.com

UPM is a material solutions company, renewing products and entire value chains with an extensive portfolio of renewable fibres, advanced materials, decarbonization solutions, and communication papers. Our performance in sustainability has been recognized by third parties, including EcoVadis and the Dow Jones Sustainability Indices. We operate globally and employ approximately 15,100 people worldwide, with annual sales of approximately €9.7 billion. Our shares are listed on Nasdaq Helsinki Ltd. UPM – we renew the everyday