Service Excellence Specialist 80% (gn)

WE CONNECT THE PHYSICAL AND DIGITAL WORLD

SPS is a leading outsourcing provider for Business Process Services, innovative services in intelligent data management, and for the hybrid world of work. 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 specialized partners serve customers in more than 20 countries – with a focus on the banking, insurance, and healthcare industries.

YOUR TASKS

As a Service Excellence Manager, you will continuously develop our reporting, analysis, and control landscape in Service Management. With your eye for data, processes, and automation, you will create transparency, support informed decisions, and make an important contribution to service quality and customer satisfaction.
We trust in 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 optimization of SLA, KPI, quality, cost, and forecast reporting
• Analysis of service metrics and derivation of optimization 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 for Service Managers in service reviews, customer meetings, and analyses
• Coordination of improvement initiatives in the areas of reporting, data management, and service excellence
• Close collaboration with Service Management, Client Management, IT, and other specialist departments
• Preparation, moderation, and follow-up of customer meetings and service reviews, including the preparation of relevant KPI, SLA, and performance data.
• Support with escalations as well as participation in changes, optimization initiatives, and the continuous development of our services.

In this role, collaboration is key for you – you work across departments, contribute new ideas, and actively contribute to the data-driven and future-oriented 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 way of working
• Ability to present complex issues in an understandable and target-group-oriented manner
• Strong communication skills with a high degree of customer and service orientation
• Fluent German and English skills, both written and spoken
• A flawless criminal record and debt enforcement register extract is a prerequisite

YOUR BENEFITS

• A future-oriented employer that actively drives the digitalization of the Swiss economy  
• A dynamic environment within a Swiss company with global structures  
• Central workplace in Glattbrugg  
• Participation in health checks and health care / fitness subscription  
• Subsidies for public transport passes and a free business half-fare travelcard  
• Attractive employee discounts for many brands and products  

We are actively committed to equality and diversity. All qualified applicants will be considered regardless of gender, gender identity, , origin, religion, sexual orientation, or disability.

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• SPS Switzerland AG
  Pfingstweidstrasse 60b
  8005 Zürich