Service Quality & Business Process Improvement Manager

Who are we?
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!
About 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 will be doing –
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.
Key Responsibilities
1. Service Quality Performance Management
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.
2. 8D Governance & Structured Problem Solving
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.
3. NPDI & Service Readiness
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.
4. Product-to-Service Handover
Participate in formal NPDI-to-Service and project-to-Service handovers.
5. Service Business Process Improvement
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.
6. Right to Stop, Escalate & Fix
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.
7. Closed-Loop Quality & Recurrence Prevention
Establish a disciplined feedback loop from Customer and Field Service into Product Quality, Engineering, Manufacturing, Supply Chain and NPDI.
8. Capability Building & Change Leadership
Coach Service leaders and teams in 8D, RCA, DMAIC and process management.
Develop practical standards, templates, training and maturity assessments.
What will make you successful –
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.
Lean Six Sigma Black Belt certification strongly preferred; equivalent demonstrated Black Belt-level delivery may be considered.
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.
Ability to travel across EMEA as required.
If YOU are the person we are looking for, feel free to apply and let's start drafting your future career in a healthy and growing environment!
The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.
OUR STRATEGIC PRIORITIES
Customer Focus
Operational Excellence
High-Performance Culture
Innovation
Financial Strength
OUR BEHAVIORS
Own It
Act With Urgency
Foster a Customer-First Mindset
Think Big and Execute
Lead by Example
Drive Continuous Improvement
Learn and Seek Out Development
#LI-LS1

Skills
Process Improvement, Generative AI, Product Management, Lean Six Sigma