Service Delivery Quality Manager

At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good - protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day.

And we need people like you to make it happen.

**We empower you to reach your potential with opportunities to make an impact to be proud of - for food, people and the planet.**

**Job Summary**:
Lead Customer Service Organisation (CSO) team in Iberia to enhance a quality delivery of services by implementing Continuous Improvement (TPM) through data-driven decision making and lessons learned processes. The position can be based both in Arganda del Rey and in Carnaxide, (Lisbon).

**What you will do**:

- Lead services quality continuous improvement of CSO-delivered activities, through data-driven approach, e.g.: actions plan, root cause analysis, lessons learned and best practices to replicate success.
- Drive field force standardization on evaluation and implementation of delivered services (e.g. 6 steps, first time right, PSM approach, Maintenance Work Order to Feedback, Performance after MRK/SK installation, training, vertical start up after maintenance and equipment installation up to performance validation, Parts and WCM delivery, etc.) to maximize Quality, Productivity and customer positive experience.
- Provide improvement recommendations to CSO field force related to Tetra Pak installed base performance at key customers under service agreements, contributing to the overall services results and customer experience.
- Follow up on CX (Customer Experience) for Services and additional customer feedback data, (e.g. Issue Resolution, maintenance, Installations, etc.) that will help translate customer needs into quality standards that will support raise the overall quality.
- Drive the Quality maturity development and transformation among CSO stakeholders, including Service Delivery Engineer and Flex Zone.
- Lead customized initiatives at key customers that will have an impact on quality of services. (e.g. Execution assessments, customized services quality evaluation, etc).

**We believe you have**:

- Bachelors or Master's Degree or equivalent
- 5 year's experience in Quality Management (focus on PSM) and Project Management possibly on Tetra Pak products and services.
- Knowledge & experience in Change Management, Project Management, Collaboration, quality methodologies and tools.
- Result orientation
- Able to Drive actions to improve quality maturity
- Able to Drive continuous improvement actions
- Able to Participate in Quality Governance
- Able to Follow-up on deployment of quality plan
- Able to Deploy group quality methodologies and tools e.g. PSM, WCM. Lead/support issue resolution activities
- Proficiency in English (both written and spoken), Spanish is a big plus
- Knowledge in Portuguese is an added value.

**We Offer You**
- A variety of exciting challenges with ample opportunities for development and training in a truly global landscape
- A culture that pioneers a spirit of innovation where our industry experts drive visible results
- An equal opportunity employment experience that values diversity and inclusion
- Market competitive compensation and benefits with flexible working arrangements

This job posting expires on **25th of April 2025.**
- Diversity, equity, and inclusion is an everyday part of how we work. We give people a place to belong and support to thrive, an environment where everyone can be comfortable being themselves and has equal opportunities to grow and succeed. We embrace difference, celebrate people for who they are, and for the diversity they bring that helps us better understand and connect with our customers and communities worldwide._

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