Manager, Service Management & End-User Experience

Job Description

Do you want to help drive the implementation of Service Management across the LEGO Group transforming how we create visibility, adopt technology, and change mentality?

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

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you're interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

Here are some of what to expect:

Family Care Leave – We offer enhanced paid leave options for those important times.

Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based

Colleague Discount – We know you'll love to build so from day 1 you will qualify for our generous colleague discount.

Bonus – We do our best work to succeed together. When goals are reached and if eligible, you'll be rewarded through our bonus scheme

Your workplace – You'll find this at the top of this advert and when you join the team, we'll confirm this with you.

We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong.
 
The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.

We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”
                                                                                                                                             
The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

Thank you for sharing our global commitment to Children’s Rights.

We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.

Online Application Accessibility Statement; which is intended for people with disabilities - LEGO systems endeavors to make www.LEGO.com/jobs accessible to any and all users. If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at 1.860-763-7777, option #3. Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities.

• Just imagine building your dream career.
• Then make it real.
• Join the LEGO® team today.