Service Business Process Owner

Job description

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. This position reports to: Service Business Process Manager __ We are seeking an experienced and strategic Service Business Process Owner to lead our global service operations governance, performance steering, and execution discipline. You will serve as the critical bridge between strategy and execution, translating ambitious service strategy into standardized processes, measurable KPIs, and enabling digital tools. This role offers the unique opportunity to shape service excellence across ABB's global footprint, driving alignment across regions and functions while ensuring operational rigor and continuous improvement. This is a global role, with preferred location in Europe or Richmond, USA. The work model for the role is: Hybrid This role is contributing to the Global Critical Power Service. Main stakeholders are Service Managers and Global Service Business Manager. Core Responsibilities Governance & Strategic Alignment Ensure governance and execution discipline across service operations with end-to-end accountability, countries alignment, and transparent performance management while acting as the critical link between strategy and on-ground execution. Design and manage a comprehensive KPI framework aligned with business objectives, overseeing periodic performance reviews, monitoring process KPIs, and driving continuous improvement through real-time dashboards and data analysis. Define and implement standardized service processes with global best practices, oversee digital tools optimization (Salesforce, SAP, Power BI), ensure seamless integration, and maintain process governance frameworks for consistency and compliance. Build organizational capability through comprehensive training programs, coaching, domain expertise, knowledge sharing with the Global Service team, and best practices development across the service operations team. Drive strategic communication and organizational change by presenting data-driven insights to leadership, facilitating cross-functional collaboration, and leading adoption of new processes and tools across all stakeholder groups. Our team dynamics You will join a dynamic, talented and high performing team, where you will be able to thrive. Qualifications for the roleMaster degree in technical fields. Project Management certification is a plus. Experience & Expertise: Minimum 5 years in service operations or service processes management with deep Critical Power Service knowledge, understanding of service delivery models, customer journey mapping, and service excellence frameworks. Technical Proficiency: Hands-on expertise with Salesforce (Service Cloud), ServIS, SAP, and analytics/BI tools (Power BI); proven ability to design and govern standardized processes and KPI frameworks; strong data-driven analytical skills to translate data into actionable insights. Process & Governance Capability: Disciplined approach to process management, operational rigor, governance, and accountability; ability to implement and maintain standardized processes aligned with global best practices. Cross-functional Leadership & Influence: Demonstrated ability to lead complex global initiatives, drive alignment across organizational boundaries, manage diverse stakeholder groups, and influence outcomes without direct authority in matrix environments. Strategic Communication & Mindset: Professional fluency in English (written and verbal); ability to translate high-level strategy into executable operational plans; excellent communicator who builds trust through data-backed dialogue; natural team player with relentless focus on continuous improvement and collaboration. Preferred QualificationsExperience with ABB Critical Power Business Knowledge of Lean Six Sigma, or similar process improvement methodologies Experience with organizational change management and training program design Familiarity with service-oriented KPI frameworks (e.g., Customer Satisfaction, SLA management, Cost of Service) Project management certification (PMP, PRINCE2) Background in leading service transformation or digital transformation initiatives Experience with multiple Salesforce clouds What's in it for you?Strategic impact role with visibility to senior leadership and board-level discussions Global exposure with opportunities to drive initiatives across multiple regions and business units Career development opportunities within a global organization Flexible work arrangements supporting work-life balance Learning & development programs supporting continuous professional growth Collaborative culture that values innovation, diversity, and inclusion More about us ABB is a leading global technology company that energizes the transformation of society and industry to achieve a more productive, sustainable future. With operations in more than 100 countries and more than 110,000 employees worldwide, we're pioneering breakthroughs in electrification, automation, and digitalization. This opportunity is open to candidates in multiple countries, with the final work location determined based on the selected candidate. As compensation may vary by location, we are committed to being transparent throughout the hiring process and will share details of the salary range, variable compensation and benefits package with candidates who progress to the first interview stage for a location in the European Union, covered by the EU Pay Transparency Directive. The final offer will be tailored based on your role location, experience, skills and qualifications, internal market positioning and alignment with ABB internal standards. Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences. Ready to make an impact? Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.