Service Excellence Director

Poutrix is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.

We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world's most complex challenges and deliver more impact together.

The role sits within our global business area Resilience. We work to protect our natural environment and water resources, while powering our world for future generations. Around the world, we're feeling the effects of climate change, rapid urbanization, and loss of biodiversity. The rate at which we're seeing large-scale, unforeseen events such as floods and wildfires is becoming more frequent. We are here to protect our natural environment and water resources, while powering our world for future generations.

**Job Description:**

This key role within the Global Excellence Centre supports the global Services strategy and excellence. It achieves this through driving excellence in GEC service delivery within the service area, positioning GEC in the global business as a centre of excellence and supporting the implementation of the global S&A strategy. This is pivotal in ensuring capability excellence drives service delivery quality, driving sustainability into focus areas and ensuring the organization and reusability of data.

**Key Responsibilities:**

• Purpose: Drive standardization and automation of service delivery across the service discipline.
• Reporting Lines: Role reports directly to the GEC Business Area Director / GEC Director, with a dotted reporting line to the GBA Service Director.
• The role is a full-time role.

**Accountabilities:**

Individual Accountabilities:

Standardization & Automation of Service Delivery:

• Develop and implement standard ways of working for the Service Line, including governance and assurance across the discipline using standardized processes and best practices. Full alignment required with the Global Procedures.
• Agree on the standard role for GEC within the service delivery, and influence the alignment of this across the global business with the GBA Service Director.
• Own the standardized approaches in GEC, and lead continuous improvement.
• Provide assurance to the business area that standards are being delivered, adopted, and complied with.
• Identify, develop, and deploy automated solutions to repeatable processes which improve efficiency and lower our cost of delivery for Service Line.
• Contribute to continued development and deployment of service-based digital tools.
• Drive best practices and knowledge to enhance the adoption of digital tools and products within BA's.

Quality / Service Excellence:

• Support the Service Transition Director migrating prioritized activities from country to GEC.
• Develop service delivery plan, setting high standards of service quality, leading to improved client (and GBA partners) satisfaction.
• Drive the discipline into using optimized ways of working.
• Provide and stimulate Service Leadership in projects with a strong focus on Quality, Assurance & compliance.
• Understand GEC service delivery, as outlined by designated roles in Global Procedures, and help ensure that the planning of GEC project contributions aligns with this framework.

Capability Development:

• Contribute to strategic and long-term requirements for skills and capabilities for the service discipline, based on identified gaps between current and future needs.
• Build GEC competence & (additional) skills in line with future Service & Client needs, to support growth, efficiency, effectiveness, and scale.
• Influence GEC leadership to create sufficient technical and digital leadership across the GEC service discipline to help attract improved work diet from countries.
• Promote knowledge sharing through webinars, workshops, presentations, etc.

Connected Data:

• Develop strategies for selecting, storing, maintaining, and reusing data in our service delivery.
• Showcase best practices of extracting value by reusing data and/or using the value from available data.
• Actively participate in relevant global communities regarding data.

Sustainability:

• Drive Sustainability in our Service Delivery through sharing of best practices.
• Identify opportunities for sustainability to be part of our service delivery.

Organization:

• Establish a GEC network of SMEs to help drive required outcomes of the role.
• Actively participate in relevant global service communities, such as SEGs and COPs.

Growth:

• Participate, if applicable, in tenders and global accounts, promoting and optimizing GEC adoption.
• Contribute to the development of global value propositions to be used for MtO phase and Key Clients including digital and sustainable solutions.
• Act as an advocate for GEC in global communities.
• Develop capability statements for GEC including best practices.
• Partner with Discipline Director to develop a growth plan for respective service in collaboration with BAs, based upon their market requirements.
• Contribute to enhancing the commercial awareness skills of senior GEC staff to empower their effective participation in pursuits.

**Decision Rights:**

• Drives efficiency through standardization and automation of service delivery.
• Executes discipline strategy across GECs, implementing processes, procedures, and tools for delivery.
• Leadership of GEC service group(s) and communities to drive best practice and knowledge sharing.
• Drives service community to enhance capability development & technical skillset in line with professional standards.
• Support development and implement service-based digital tools.

**Important Metrics:**

• Adoption of Global Procedures and digital tools.
• Efficiency through standardization & automation.
• Quality of project deliverables.
• Implementation of tailored training plan.

**Qualifications & Experience:**

The ideal candidate should have:

• Significant professional experience in the service (15 years or more), ideally with experience globally and working to different standards and practices.
• Excellent influencing and collaboration skills at a strategic level as well as leadership at a detailed service level.
• Strategic mindset, collating information across the business and developing opportunities to benefit the service, Arcadis, and our clients.
• Ability to coach and bring out the best in your teams.
• Strong interpersonal skills and technical expertise to draw a following and build and maintain relationships across the business.
• Driven to achieve outcomes – taking ownership of challenges and working to resolve in a collaborative way.
• Ability to see from others' perspectives.
• Able to lead service expert groups where required and guide on content and topics to support service development within GEC and to a growing extent, globally.

The successful candidate will take an active role in mentoring and sponsoring people in your service and to support communities and social activities that show good leadership and support Poutrix sustainability objectives.

**Why Poutrix?:

We believe everyone's contribution matters. It's why we are pioneering a skills-based approach, where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.

You'll do meaningful work, and no matter what role, you'll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark, on your career, your colleagues, your clients, your life, and the world around you.

Together, we can create a lasting legacy.