Sr. Manager, Service Excellence Governance

Job Overview

The Sr. Manager Service Excellence Governance Own the governance, maintenance, communication, and continuous improvement of the KMT Service Policy & Procedure Manual (SPPM), ensuring alignment with Komatasu's global standards while engaging business units, affiliates, and distributors to drive consistent policy adoption, governance, and application.

The position has significant influence on the effectiveness, governance, and continuous improvement of Komatsu's global mining aftermarket business, supporting more than US$2 billion in annual aftermarket revenue through consistent application of Service Excellence policies, governance processes, audit programs, and performance management.

Key Job Responsibilities

Aftermarket Policy Governance

• Maintain ownership of the KMT SPPM.
• Coordinate policy development and review and approval with BUs, affiliates, and subject matter experts.
• Maintain alignment between the KMT SPPM and the KLTD Global SPPM.
• Provide governance direction and priorities for the KMT SPPM and related Service Excellence documentation.
• Coordinate with the Project Manager – Document Control to execute document administration activities, including version control, publishing, approval workflow,release communications, document library maintenance, and supporting document management.
• Facilitate policy governance reviews and identify opportunities for policy improvement and standardization.

Audit Program Leadership

• Develop governance KPIs.
• Coordinate distributor engagement reviews.
• Prepare executive scorecards.
• Conduct policy audits.
• Verify KPI accuracy.
• Lead corrective action follow-up.
• Identify systemic improvement opportunities.Recommend governance improvements

Data Analytics & Digital Integration

• Define KPI requirements.
• Specify dashboard requirements.
• Partner with IT.
• Validate data integrity.
• Support Salesforce reporting.
• Support Power BI development.
• Evaluate new digital tools.
• Maintain governance reporting.

Enterprise Performance Improvement (EPI) Leadership

• Represent the Aftermarket Business Enablement Team (AM BET) Service Excellence in EPI governance, planning, deployment, and execution forums.
• Lead assigned Service Excellence workstreams supporting enterprise EPI initiatives.
• Support development of Service Excellence expectations, Service Level Agreements (SLAs), governance measures, and performance standards supporting EPI deployments.
• Support alignment of Business Units, affiliates, and distributors with EPI Service Excellence objectives.
• Provide AM BET readiness, Service Excellence, governance, and operational execution input to EPI leadership.
• Lead AM BET Service Excellence contributions to the EPI Operational Execution module.
• Support Learning & Replication by translating validated enterprise execution practices into Service Excellence standards, governance processes, and implementation playbooks.
• Recommend improvements to Service Excellence standards, affiliate capability, deployment discipline, governance processes, and enterprise operating practices.

Qualifications/Requirements

• Bachelor's degree in Engineering, Business, Information Systems, Accounting, or a related discipline required.
• Master's degree preferred.
• Minimum ten years of progressively responsible experience supporting mining service operations, aftermarket support, distributor management, governance, business improvement, or related disciplines.
• Comprehensive understanding of:
  • Service operations
  • Distributor business model
  • Aftermarket operations
  • Governance systems
  • KPI development
  • Performance management
  • Continuous improvement methodologies
  • Policy development
  • Service management processes
• Experience with enterprise business systems including: CRMs (Salesforce) ERP systems (SAP preferred), visualization tools (Power BI preferred), SharePoint.
• Ability to travel up to 30% of the time

Additional Information