Service Operations & Continuous Improvement Manager

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

This position reports to:

Country Service Manager__Your role and responsibilities

At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration combined with a focus on diversity, inclusion, and equal opportunities are key drivers in our aim to empower everyone to create sustainable solutions.

The Service Operations & Continuous Improvement Manager is responsible for overseeing continuous improvement initiatives across the end-to-end service organization. This role is accountable for identifying, analyzing, and implementing operational improvements that enhance productivity, customer satisfaction, process efficiency, quality, and financial performance.

The successful candidate will utilize Lean Six Sigma methodologies, SAP, Salesforce, data analytics, and operational best practices to eliminate waste, standardize processes, reduce cycle times, and improve service delivery. The position partners across Service, Sales, Supply Chain, Engineering, Finance, and Customer Support to drive sustainable process improvements, operational excellence, and business transformation initiatives.

ABB Smart Power provides energy distribution solutions for data centers, industrial and manufacturing plants, critical infrastructure and commercial buildings. The Division’s technical teams work closely with industry partners, delivering advanced solutions that support rapid growth, energy transition, and sustainability objectives. The Division’s portfolio includes industrial circuit breakers, low-voltage systems, motor starting applications, and safety devices like switches and relays. Its Power Protection unit supports the world’s largest data center companies with advanced energy-efficient UPS solutions.

The Division’s ABB Ability Energy Manager provides a scalable, easy-to-use platform that helps organizations save energy and reduce CO2 emissions.

The work model for the role is:
Remote/Hybrid {#LI-Remote/Hybrid}, successful candidates will be located in the surrounding area of Richmond, Virginia.

Your role and responsibilities:

Develops, executes, and continuously improves the service operations strategy, ensuring alignment with overall business objectives and accountability for execution and results.

Drives continuous improvement initiatives across the end-to-end service organization utilizing Lean Six Sigma methodologies. Cultivates a culture of continuous improvement, operational excellence, and accountability throughout the service organization.

Facilitates Lean Six Sigma activities including value stream mapping, Kaizen events, root cause analysis, and process improvement initiatives that drive operational efficiency, customer satisfaction, and financial performance.

Identifies, prioritizes, and delivers improvement projects that enhance productivity, quality, customer satisfaction, and financial performance. Drives measurable business outcomes through productivity improvements, cost reduction initiatives, margin expansion, working capital optimization, and enhanced customer experience.

Oversees end-to-end service operations from customer request through service execution, invoicing, and customer closeout. Establishes and monitors key performance indicators (KPIs) to measure operational effectiveness and continuous improvement outcomes.

Optimizes SAP and Salesforce processes to improve workflow efficiency, data integrity, reporting, and operational visibility.

Manages operational risks while improving the reliability, effectiveness,…