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Service Improvement Specialist

Requisition Number:  16671
Contract Type:  Permanent
Location(s): 

Munich (Unterföhring), DE Betzdorf, LU Lod - Airport City, IL Emek Ha'ela, IL

ROLE DESCRIPTION SUMMARY

 

The position holder is responsible for the identification and initiating of global service improvement initiatives as well as measurements/KPIs with the goal to increase the positive customer and employee experience in Video Services in alignment with the Senior Management and department heads.

 

The incumbent drives and coordinates such initiatives and their implementation in order to establish higher working standards and process improvements to increase overall customer success. In this regard the position holder is a crucial member of the Service Implementation & Delivery team.

 

Extended Job Description:

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

 

  • Proactive and constant evaluation of processes and tools? with internal and external stakeholders in order to drive continuous improvement cycles in the global service delivery chain.
  • Track progress of, and ensure continuous forward movement of large scale initiatives within Video Services
    • Ensure actions and next steps are clear and communicated on Quarterly and Workstream objective level
    • Drive that actions and deliverables are achieved on time and with expected quality
    • Identify and mitigate risks and gaps before they impact initiative delivery
  • Support in preparation, coordination and follow up of organizational changes with all relevant stakeholders (i.e. Human Capital or Management)
  • Supports Video Services Leadership by documenting and tracking Leadership Team meetings
  • Joint evaluation, and execution, of needs and development of training plans together with other Service Improvement Specialists


COMPETENCIES

 

  • Open mindset with a change agent mentality
  • Deep business understanding
  • Strong communication and presentation skills
  • Trustworthy personality
  • Ability to persistently follow up on changes and suggestions
  • Understanding of interdepartmental workflows and proven experience to manage different stakeholders in a multicultural environment

 

QUALIFICATIONS & EXPERIENCE

 

  • Bachelor’s degree or equivalent working experience
  • Minimum five years working experience in a similar role
  • Excellent MS office knowledge
  • Project management experience
  • Knowledge of media broadcasting industry in seen as an asset
  • Fluent in English, any additional languages are considered an asset

 

SES is an Equal Opportunity and Affirmative Action Employer

 

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