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Service Quality & Business Process Improvement Manager

On-site in Spain·Added yesterday (last checked 10 Nov)

Vertiv

3 open roles

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Our summary

Work mode: On-site, Spain
English: Required
Education: University degree

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Skills

Nice to have

Lean Six Sigma

Requirements

What we're looking for

Bachelor's degree in Engineering, Quality, Operations, Service Management or a related discipline.
Strong experience in Service, Quality, Engineering, Operations or business process improvement within a technical or industrial environment.
Deep practical knowledge of 8D, RCA and DMAIC, including facilitation of complex cross-functional investigations.
Experience with NPDI, stage-gate governance, product launch readiness or product-to-Service handovers.
Strong analytical capability, including use of operational and quality data to define priorities and verify results.
Ability to influence senior stakeholders and lead across a matrix organization without relying on direct authority.
Clear written and verbal communication, able to move between technical detail and executive-level decisions.
Fluent English; additional EMEA languages are an advantage.

Nice to have

Lean Six Sigma Black Belt certification strongly preferred; equivalent demonstrated Black Belt-level delivery may be considered.

The role

The Service Quality & Business Process Improvement Manager leads the performance management, structured problem-solving and process improvement system for EMEA Service. The role converts customer, field and operational data into clear priorities and sustainable improvement actions.

What you'll do

The position combines Lean Six Sigma Black Belt capability, 8D governance, NPDI participation, service-readiness assurance and end-to-end business process improvement. It works across Service Operations, Customer Quality, Product Management, Engineering, Manufacturing, Supply Chain and Product Business Units to reduce repeat failures, improve first-time-right execution and protect the customer experience.

Role mandate: Turn Service Quality data into action, strengthen 8D discipline, improve critical Service processes and ensure new products are ready for successful handover into Service.

Own the EMEA Service Quality scorecard, review cadence and performance-improvement process.
Establish clear baselines, targets and trends for Field FPY, customer complaints, repeat service events, field failures, warranty and Cost of Poor Quality, commissioning quality, 8D status and corrective-action effectiveness.
Own and deploy the Service 8D governance model, including entry criteria, quality gates, evidence expectations, escalation and closure requirements.
Facilitate major, complex or cross-functional 8Ds and coach teams through D1-D8.
Represent Service Quality in New Product Development and Introduction activities and relevant quality gates.
Bring field failures, customer complaints, warranty experience and lessons learned into design reviews, risk assessments and product-readiness decisions.
Participate in formal NPDI-to-Service and project-to-Service handovers.
Build and execute the EMEA Service business process improvement roadmap with the Head of Service Quality and Service leadership.
Map end-to-end processes and identify waste, delays, rework, unclear ownership, broken handoffs and control gaps.
Challenge and stop a Service Quality process, handover or quality gate when defined requirements are not met or when there is significant customer, safety, compliance or business risk.
Immediately escalate the concern to the accountable process owner and the Head of Service Quality.
Establish a disciplined feedback loop from Customer and Field Service into Product Quality, Engineering, Manufacturing, Supply Chain and NPDI.
Coach Service leaders and teams in 8D, RCA, DMAIC and process management.
Develop practical standards, templates, training and maturity assessments.

How you'll work

Ability to travel across EMEA as required.

About Vertiv

In their own words

About the company & team

At Vertiv, we're on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $6.9 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.

We are currently seeking a Service Quality & Business Process Improvement Manager - to join our dynamic team in Europe!