ES Service Excellence Manager

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation‑inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom‑line impact. To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading‑edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive. Enterprise Services (ES) was established in 2022 to provide efficient, resilient, and scalable services that meet the evolving needs and complexity of an increasingly digital BCG. ES brings together business‑critical operations, including Procurement & Payables, Global Finance Operations, and Executive Support Services, alongside specialist expertise in Real Estate, Travel, and Meetings & Events. United by a shared service mindset, ES enables every BCGer to focus on the work that matters most by giving time and energy back through streamlined, reliable service delivery. In doing so, ES creates cost advantage, strengthens BCG's market differentiation, and reduces risk through consistent controls and business continuity. Through scalable platforms and globally integrated ways of working across strategic global hubs, Enterprise Services enhances agility and helps unlock the potential of those who advance the world. ES Service Excellence works across all ES service lines, partnering with the Global Head of Enterprise Services and service line leaders to strengthen operational rigor, accelerate change, and demonstrate the value of BCG's global business services organization.

What You'll Do

As an ES Service Excellence Manager, you are responsible for the day-to-day execution of initiatives across ES service lines, with a primary focus on projects and change. ES Service Excellence operates as a single team across four capabilities – Service Performance Management, Service Development, Projects and Change, and Process Excellence – and capacity is deployed flexibly across them. Alongside your core portfolio, you should expect to be staffed onto work in the other capabilities as priorities require. As ES expands existing services, develops new offerings, and applies technologies such as GenAI and ServiceNow to improve operational performance and cost efficiency, you will provide the expertise to turn these opportunities into sustainable ways of working. You Will

Lead and support project implementation across ES service lines, partnering with service line leaders and their teams to deliver business outcomes. Build and maintain delivery plans, including risks, issues, dependencies and resource requirements. Ensure disciplined delivery against time, scope, and value. Prepare clear sponsor updates and decision materials, surface issues early and elevate matters requiring Director or sponsor intervention. Develop and execute the change approach, including impact and readiness assessments, stakeholder engagement, communications, learning, adoption measurement and reinforcement. Become a trusted adviser resolving issues, and building alignment across local, regional, and global stakeholders. Serve as a point of expertise on project and change management within ES and your broader BCG stakeholder network Work across Service Excellence capabilities, contributing to process improvement and new service design alongside your core project delivery portfolio. Contribute to a culture of collaboration, continuous learning, and fluency in GenAI YOU’RE GOOD AT

Operating at pace in a complex global environment. You are comfortable managing multiple time‑sensitive deliverables, managing change through ambiguity. Communicating clearly and credibly. You adapt messages to the audience to enable timely, well‑informed decisions. Influencing without formal authority. You are adept at navigating differing priorities and perspectives across a complex matrixed organization to build alignment and drive progress. Structuring and analyzing information. You can organize ideas, problems, or inputs, to deliver complex work, with strong attention to detail and sound judgment. Working fluidly across different types of work. You move comfortably between assignments and pick up unfamiliar subject matter quickly. What You’ll Bring

6+ years of experience managing projects and change initiatives that delivered measurable improvements in efficiency, service quality, or effectiveness. Proven success operating across countrie