ES Service Excellence Manager

Boston Consulting Group; Lisboa; On-site; EUR 90,000 - 130,000; Full time

Job summary

Boston Consulting Group in Lisbon seeks an ES Service Excellence Manager to drive day-to-day initiatives across ES service lines, focusing on projects and change. You’ll work with service-line leaders to ensure disciplined delivery and measurable outcomes across global teams.

You’ll build delivery plans, manage risks, prepare sponsor updates, and lead change management including readiness, stakeholder engagement, and adoption.

Qualifications

• 6+ years leading projects and change initiatives that delivered measurable improvements.
• Experience across countries and seniority levels in a global matrixed org.
• Experience with automation and digital platforms or GenAI.
• Certifications such as PMP/PRINCE2/MSP/Prosci/Agile are advantageous.

Responsibilities

• Lead ES project implementations with service line leaders to deliver outcomes.
• Build and maintain delivery plans with risks, issues, dependencies and resources.
• Prepare sponsor updates and elevate issues requiring Director intervention.
• Develop and execute change management including readiness assessments, stakeholder engagement, communications, learning and adoption metrics.
• Serve as trusted adviser across local, regional and global stakeholders.
• Provide project/change management expertise within ES and the broader network.
• Collaborate across Service Excellence to improve processes and design new services.
• Foster collaboration, continuous learning and GenAI fluency.

Skills

Project management

Change management

GenAI knowledge

Stakeholder management

Agile methodologies

Cross-functional teamwork

Education

PM Certification

Tools

ServiceNow

GenAI tooling

Automation tech

Job description

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation‑inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom‑line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading‑edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive. Enterprise Services (ES) was established in 2022 to provide efficient, resilient, and scalable services that meet the evolving needs and complexity of an increasingly digital BCG. ES brings together business‑critical operations, including Procurement & Payables, Global Finance Operations, and Executive Support Services, alongside specialist expertise in Real Estate, Travel, and Meetings & Events. United by a shared service mindset, ES enables every BCGer to focus on the work that matters most by giving time and energy back through streamlined, reliable service delivery. In doing so, ES creates cost advantage, strengthens BCG's market differentiation, and reduces risk through consistent controls and business continuity. Through scalable platforms and globally integrated ways of working across strategic global hubs, Enterprise Services enhances agility and helps unlock the potential of those who advance the world. ES Service Excellence works across all ES service lines, partnering with the Global Head of Enterprise Services and service line leaders to strengthen operational rigor, accelerate change, and demonstrate the value of BCG's global business services organization.

What You'll Do

As an ES Service Excellence Manager, you are responsible for the day-to-day execution of initiatives across ES service lines, with a primary focus on projects and change. ES Service Excellence operates as a single team across four capabilities – Service Performance Management, Service Development, Projects and Change, and Process Excellence – and capacity is deployed flexibly across them. Alongside your core portfolio, you should expect to be staffed onto work in the other capabilities as priorities require. As ES expands existing services, develops new offerings, and applies technologies such as GenAI and ServiceNow to improve operational performance and cost efficiency, you will provide the expertise to turn these opportunities into sustainable ways of working.

You Will

• Lead and support project implementation across ES service lines, partnering with service line leaders and their teams to deliver business outcomes.
• Build and maintain delivery plans, including risks, issues, dependencies and resource requirements. Ensure disciplined delivery against time, scope, and value.
• Prepare clear sponsor updates and decision materials, surface issues early and elevate matters requiring Director or sponsor intervention.
• Develop and execute the change approach, including impact and readiness assessments, stakeholder engagement, communications, learning, adoption measurement and reinforcement.
• Become a trusted adviser resolving issues, and building alignment across local, regional, and global stakeholders.
• Serve as a point of expertise on project and change management within ES and your broader BCG stakeholder network
• Work across Service Excellence capabilities, contributing to process improvement and new service design alongside your core project delivery portfolio.
• Contribute to a culture of collaboration, continuous learning, and fluency in GenAI

YOU’RE GOOD AT

• Operating at pace in a complex global environment. You are comfortable managing multiple time‑sensitive deliverables, managing change through ambiguity.
• Communicating clearly and credibly. You adapt messages to the audience to enable timely, well‑informed decisions.
• Influencing without formal authority. You are adept at navigating differing priorities and perspectives across a complex matrixed organization to build alignment and drive progress.
• Structuring and analyzing information. You can organize ideas, problems, or inputs, to deliver complex work, with strong attention to detail and sound judgment.
• Working fluidly across different types of work. You move comfortably between assignments and pick up unfamiliar subject matter quickly.

What You’ll Bring

• 6+ years of experience managing projects and change initiatives that delivered measurable improvements in efficiency, service quality, or effectiveness.
• Proven success operating across countries, functions, and seniority levels in a complex, matrixed global organization.
• Experience with technology-enabled transformation, such as automation, enterprise platforms, digital products or GenAI.
• Knowledge of project and change management methodologies; relevant certifications are advantageous (e.g. PMP, PRINCE2, MSP, Prosci, Agile).
• Experience at BCG or another professional services firm is advantageous.

Who You’ll Work With

• Directors for Service Performance Management, Service Development, Projects and Change, and Process Excellence, and the wider ES Service Excellence team.
• The Enterprise Services Leadership Team, including Executive and Senior Directors.
• Key internal clients and BCG stakeholders outside ES.
• The ES Data & Digital Products organization, including Product Managers, Engineering teams, and Forward Deployed Engineers.
• Enterprise Services Business Partners across Finance, Risk, and Human Resources.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.

BCG is an E - Verify Employer. Click here for more information on E-Verify.