Title:  Service Delivery Quality Manager South Europe

Job Summary

We are now looking for a Service Delivery Quality Manager South Europe who will
lead the quality delivery of Customer Services Operations team, in South Europe, by implementing CI (TPM) through data driven decision making and lessons learned processes.

You will report to the Director Service Support & Delivery Quality for EMEA,

 
The position is permanent and based in Rubiera, Italy. You will travel up to 20% of your time.

What you will do

As a Service Delivery Quality Manager South Europe, you will 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. 

Main responsibilities:

• 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 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

• Bachelor’s or master’s degree in engineering/quality or equivalent
• 5 years’ experience in Quality Management (focus on PSM) and Project Management on Tetra Pak products and services
• Knowledge & experience in Change Management, Project Management, Collaboration, quality methodologies and tools.
• Proficiency in Italian and English (both written and spoken)
• Knowledge in Greek is an added value.

We are looking for a results‑oriented professional who can drive actions to improve quality maturity and lead continuous improvement initiatives. The role involves active participation in Quality Governance and close follow‑up on the deployment of the quality plan. You will be responsible for deploying group quality methodologies and tools, such as PSM and WCM, and for leading or supporting issue‑resolution activities to ensure sustainable quality performance.