Recurring Service, Digital Adoption & Process Excellence Leader

As a key member of the IO/CEA Global Service Operations team, the Recurring Service, Digital Adoption & Process Excellence Leader drives end - to - end deployment, adoption, and oversees the performance of Schneider Electric's recurring service and digital ecosystems from an ops point of view-spanning Ecocare, Digital Services, bFS tools, and operational processes.

This role ensures countries are fully equipped and operationally ready through strong process framing, tool deployment governance, and continuous improvement methodologies to level up their operational performance.
Acting as the interface between countries, LoBs, and SE Digital, the role secures consistent execution of the global operating model and accelerates recurring revenue growth and field productivity across IO/CEA.

Organization & Reporting

• Organization: Global Services Service Operations IO/CEA

• Reports to: Services Operations IO/CEA

• Travel: 10-20% within zone scope

• Ensure successful deployment of the bFS digital ecosystem, CPQ and related tools for SRs, aligned with global roadmaps and business cases.

• Build, validate, and manage country deployment roadmaps, including pilots, roll - out, adoption, and sustainability phases.

• Define project governance, required processes, tool configurations, data flows, and dependencies needed for successful deployment.

• Coordinate with Country operations to roll out training, promote adoption, and address deployment blockers.

• Monitor deployment KPIs and implement continuous action plans to maximize adoption and field productivity.

• Identify new digital opportunities that enhance productivity, customer value, and service transformation.

• Assess and monitor recurring offer adoption levels in each country and define targeted improvement plans.

• Conduct gap analyses vs. E2E Execution Playbooks; identify root causes and lead structured improvement actions.

• Monitor recurring KPIs: ARR, On-Time Renewal, Preventive Maintenance Rate, churn/lost, contract lifecycle performance.

• Establish and maintain dashboards enabling operational excellence and performance steering.

• Lead adoption acceleration for Ecocare and Digital Services through performance reviews, dashboards, and growth initiatives.

• Anticipate renewal cycles, identify risks, and implement mitigation actions with countries.

• Work with CSMs, E2E Recurring Leaders, and global teams on action plans to improve ARR and renewal performance.

• Capture and share best practices, ensuring replication across the region.

• Lead the definition, deployment, and sustainability of end - to - end processes supporting recurring and digital service operations.

• Ensure processes are clearly framed, documented, communicated, and deployed consistently across countries.

• Drive operational excellence through robust process governance, role clarity, capability building, and adherence to execution standards.

• Build and maintain a Country Maturity Matrix to evaluate execution vs. playbooks and guide transformation roadmaps.

• Ensure process compliance and prevent the creation of technical debt.

• Support LoBs and SE Digital in designing or improving Execution Playbooks aligned to field realities and operational requirements.

• Lead the governance for tool deployment, ensuring alignment between business needs, LoBs, and SE Digital capabilities.

• Ensure countries are equipped, trained, and supported to use digital tools effectively and consistently.

• Establish a continuous improvement framework (Kaizen, PDCA, Lean principles) to optimize tool usage, processes, and performance.

• Identify systemic issues, escalate when needed, and drive cross - functional resolution.

• Develop feedback loops between countries, LoBs, SE Digital, and global teams to enhance tools and operating models.

• Support countries in developing business cases for new initiatives and scale best practices globally when relevant.

• Ensure alignment with global digital ecosystem standards and governance.

• Guarantee accurate reporting and alignment between country data and global tools (e.g., FlyWheel).

• Service Zone Operations Leaders

• E2E Recurring Leaders & Customer Satisfaction Leaders

• SE Digital & LoBs (Offer, Tools, Processes)

• Country Service Execution Teams

• Service Business Development & Commercial Teams

• Connected Services Hub

• Digital Champions Community

• Master's degree in Engineering (or equivalent)

• English fluency required

• Solid experience in a similar global/regional role

• Experience in both local and global matrix organizations

• Strong influence and stakeholder management skills in a complex matrix

• Proven ability to drive country execution, adoption, and operational change

• Strong understand of recurring offers and digital services

• Strong communication and cross - cultural collaboration skills

• Analytical, structured, and solution - oriented

• Expertise in operational excellence and continuous improvement methodologies

• Strong ability to coordinate across technical, digital, and business stakeholders

• Change leadership mindset with capacity to mobilize teams