Service Excellence Specialist 80% (gn)

About the job

WE CONNECT THE PHYSICAL AND DIGITAL WORLD

SPS is a leading outsourcing provider for Business Process Services, innovative services in intelligent data management, and the hybrid working world. Swiss quality, combined with global presence, deep industry knowledge, and the latest technologies, make SPS a reliable partner for the transformation of companies.

With holistic end-to-end solutions, SPS supports companies in making their business processes more efficient, agile, and future-oriented. Over 8,500 employees and specialised partners serve customers in more than 20 countries – with a focus on the banking, insurance, and healthcare sectors.

YOUR TASKS

As a Service Excellence Manager, you continuously develop our reporting, analysis, and control landscape in service management. With your eye for data, processes, and automation, you create transparency, support well-founded decisions, and make an important contribution to service quality and customer satisfaction.

We rely on your expertise and give you the necessary freedom to question existing structures and develop them sustainably.

• Further development of reporting, dashboard, and analysis solutions in service management
• Creation and optimisation of SLA, KPI, quality, cost, and forecast reporting
• Analysis of service metrics and derivation of optimisation measures
• Ensuring high data quality and transparency in service control
• Identification and automation of manual reporting and analysis processes
• Further development of reporting tools, data structures, and service management processes
• Preparation of decision-making bases for management, customers, and internal stakeholders
• Support of service managers in service reviews, customer meetings, and analyses
• Coordination of improvement initiatives in reporting, data management, and service excellence
• Close collaboration with service management, client management, IT, and other departments
• Preparation, moderation, and follow-up of customer meetings and service reviews including preparation of relevant KPI, SLA, and performance data.
• Support in escalations as well as participation in changes, optimisation initiatives, and the continuous development of our services

YOUR PROFILE

• Completed business, technical, or comparable education
• Several years of experience in service management, reporting, controlling, operations, or a comparable environment
• Very good knowledge of Excel and experience with reporting and BI solutions
• Experience with Power BI, SQL, or comparable data and analysis tools is an advantage
• Understanding of KPI, SLA, and performance management
• High affinity for data, processes, automation, and continuous improvement
• Analytical, structured, and independent working style
• Ability to prepare complex issues clearly and appropriately for the target audience
• Communicative personality with strong customer and service orientation
• Fluent German and English skills, both spoken and written
• A clean criminal record and debt enforcement register extract are required

YOUR BENEFITS

• A future-oriented employer driving the digitalisation of the Swiss economy 
• A dynamic environment in a Swiss company with global structures
• Central workplace in Glattbrugg with the possibility of home office
• Participation in Reka checks as well as health care/fitness subscription
• Subsidies for public transport subscriptions and free business half-fare card
• Attractive employee discounts for many brands and products