Service Management End-to-End Process Owner
Millipore Corporation

Shift: No
Department: LS-TR-H ERP Center of Excellence
Recruiter: Paul Therrien

This information is for internals only. Please do not share outside of the organization.

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

The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.

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