Service and Performance Manager

• Design and manage a global Service & Performance Management Framework, including KPIs, SLAs, dashboards, and governance forums
• Lead operational, tactical, and strategic reviews; monitor service performance, conduct root‑cause analysis, and drive corrective actions
• Ensure process improvement, standardization, and best‑practice sharing across regions while supporting change and transformation initiatives
• Act as the primary interface between Finance services and business stakeholders, managing issues, escalations, and ensuring compliance with policies and governance standards
• Foster a culture of accountability, transparency, and continuous improvement, leveraging external benchmarks to evolve the service model

• Degree in Finance, Accounting, Business Administration, or a related field
• 10+ years of experience in Global Business Services (GBS), Business Process Outsourcing (BPO), or complex process environments
• Strong background in service management, performance management, and operational governance with proven success in large-scale projects or transformation programs
• Deep expertise in performance metrics, data analysis, and management frameworks, with experience in Continuous Improvement methodologies such as Lean and Six Sigma
• Ability to manage interdependencies across multiple processes, initiatives, and stakeholders while driving discipline and process orientation in complex organizations
• Strong analytical, problem-solving, and decision-making skills with a structured approach to challenges
• Excellent stakeholder management, networking, and influencing capabilities across global and senior-level audiences
• Clear and effective communicator with cultural intelligence, professionalism, and adaptability in fast-changing environments

ABB Robotics & Discrete Automation Business area provides robotics, and machine and factory automation including products, software, solutions and services. Revenues are generated both from direct sales to end users as well as from indirect sales mainly through system integrators and machine builders. www.abb.com/robotics