Manager, Service Management & End-User Experience

We are looking for a new team member to lead Service Management and End-User Experience Projects and improvement initiatives within our Global Business Service Operations (BSO) organization. This is a phenomenal opportunity to grow individually and to support the future growth of our company as we continue to expand and develop the builders of tomorrow!

Core Responsibilities

• Translate Service Management & End-User Experience vision into practical initiatives which go across the whole BSO organization and bring more value (self-service, efficiency, etc.)
• Proactively find opportunities to improve based on available data and information, suggest improvements accordingly
• Create excitement and get consensus for Service Experience topics across multifunctional services, build strong partnership with your partners (BSO Leadership Team, Service Leaders, Process Owners, etc.)
• Create visibility and transparency across our end-to-end service tier support model and form excellent partnerships throughout
• Work closely with our HR, Finance and IT Service Desks and lead global initiatives e.g knowledge base, self-service and problem solving
• Partner with Digital Product teams to turn problems and opportunities into value

Play your part in our team succeeding

The Service Management Consultant will be key to ensuring we continue to strengthen our Service Delivery and End-User Experience across the LEGO Group.

This is a great opportunity to grow individually, within a global team and to support the future growth of the LEGO Group as we continue to expand and develop the builders of tomorrow!

Do you have what it takes?

• Experience working within Global Business Services/Shared Services
• Examples of influencing and managing partners; inspiring change and forming excellent relationships
• Proactive and positive approach
• Solid understanding of Service Management framework, lifecycle and capabilities
• Understanding of User Experience & Product Management
• Experience using Service Management digital tools such as ServiceNow or JIRA
• Lean & Continuous Improvement mindset and behaviour
• Ability to work with data, to analyse and interpret them
• Agile and ITIL certification is nice to have
• Fluent English

Manager, Service Management & End-User Experience - Careers - LEGO.com