Service Management End-to-End Process Owner

Work Your Magic with us! Start your next chapter and join MilliporeSigma.

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

We are looking for business and IT talent to lead the design, build and deployment of a new LS ERP process & system template. This role will be positioned with a strong link to senior business and IT leadership to ensure process design ambitions are business-driven and value-focused.

This role can be based in Burlington, MA or preferably site based, in Rockville, MD.

Your Role:

 The Service Mgmt. End-to-End Process Owner (E2EPO) is a dynamic and strategic role designed for process experts who thrive in solving complex problems. This pivotal position offers the opportunity to influence a team of 5-7 Business Process Experts and partnering with IT Solution Owners to guide critical design decisions that propel system functionality and business results forward. As an E2EPO, you will champion compliance with rigorous Millipore Sigma process standards while mastering risk management& innovative problem-solving within the ERP landscape. Your ability to communicate strategic visions effectively will be key to translating complex plans into clear, actionable strategies that resonate with senior stakeholders.

Key Responsibilities include:

• Provides guidance to Business Process Owners on template design options towards integration of service management tools and strategies to enhance customer satisfaction and operational efficiency
• Guides key design decisions across all vertical workstreams for service process optimization based on best practices
• Ensures compliance with process standards & requirements, managing risks associated with service management improvements and customer interaction protocols process changes
• Critically reviewing template designs and escalates concerns if key business outcomes, goals, and timelines are at risk

Who You Are:

You are a leader with experience working across business processes with expertise & knowledge in service optimization, customer relationship management, and service quality control.  You have a moderate to deep knowledge of the Life Sciences industry.

Minimum Qualifications:

• Bachelor’s degree with 10+ years of experience
• Contract Testing Organization experience and/or SAP Service experience in Business Transformation

Preferred Qualifications:

• Advanced degree preferred (e.g., MBA, PhD) with 10+ years of experience, preferably in a leadership role working across multiple business units or functions
• Experience managing/designing service management systems and customer
  service strategies
• Ability to design & implement complex process architectures within comprehensive service and customer support structures
• Experience establishing governance models for E2E processes in compliance with business standards
• Strong analytical abilities to dissect & address process inefficiencies & drive continuous improvement
• Pragmatic and solution-oriented mindset to drive progress on value-adding topics while
  solutioning others
• Ability to influence and indirectly drive business team, managing team dynamics effectively
• Ability to drive change management towards business transformation teams and stakeholders
• Ability to communicate clearly with senior leaders (within business & IT) & translate guidance into clear next steps

#LSERP

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
 
Apply now and become a part of our diverse team!

If you would like to know more about what diversity, equity, and inclusion means to us, please visit https://www.emdgroup.com/en/company/press-positions.html