Service Excellence Lead

The Brinks Company (NYSE: BCO) is a leading global provider of cash and valuables management, digital retail solutions, and ATM managed services. Brinks Global Shared Services enable Brinks’ Strategy by providing noncore best-in-class multi-functional services on behalf of our internal customers and stakeholders, delivered from regionally selected hubs located in LATAM, EMEA and APAC.

Job Description:

Purpose

The Service Excellence Lead is responsible for defining and maintaining IT service quality standards, driving continuous improvement initiatives, and enhancing the overall IT user experience. This role partners with Service Delivery, Global Service Desk, and MSP providers to ensure SLA/KPI adherence, optimize processes, and embed ITIL best practices and automation into IT operations. The position also provides actionable insights through performance reporting and fosters a culture of customer-centricity.

Responsibilities

• Service Excellence
  • Define and maintain service quality standards in partnership with Service Delivery for MSP oversight and SLA/KPI adherence.
  • Ensure consistent governance and compliance with IT service management best practices.
• Process Optimization
  • Analyze customer feedback and operational data to identify inefficiencies.
  • Trigger Continuous Improvement (CI) initiatives to enhance service delivery and user experience.
• Incident and Problem Analysis
  • Partner with Global Service Desk to address long-running or recurring issues.
  • Ensure Root Cause Analysis (RCA) creation and preventive actions, acting as a liaison between MSP and Global IT.
• Customer Experience and Service Excellence Strategy
  • Execute ( and support the development ) a roadmap for IT Ops service maturity and continuous improvement priorities.
  • Enhance IT user experience by embedding ITIL best practices, automation (bots, self-service), and a culture of customer “obsession” aligned with enterprise digital strategy.
• Performance Insights & Reporting
  • Provide visibility into service health through dashboards, trend analysis, and improvement tracking.
  • Deliver actionable insights to inform Service Delivery reviews and leadership decision-making.

Requirements

• 5+ years in IT service management, service delivery, or continuous improvement leadership roles.
• Strong ITIL and ITSM knowledge; experience managing SLAs, KPIs, and service lifecycle.
• Proven experience in process optimization and continuous improvement methodologies (e.g., Lean, Six Sigma).
• Excellent analytical skills for interpreting operational data and customer feedback.
• Familiarity with ITSM platforms (e.g., ServiceNow) and automation tools for workflow efficiency.
• Strong communication and stakeholder engagement skills; ability to influence across MSP and internal teams.
• Experience in developing service maturity roadmaps and driving cultural change toward customer-centricity.
• Knowledge of reporting and dashboard tools for service performance insights.

What We Offer?

A learning journey that fosters personal and career growth within a global, word-leading company with a caring culture that promotes employees’ wellbeing and work/life balance through flexible schedules, appealing hybrid work scheme (above market practices) and a work environment that values safety, continuous improvement, engagement, customer focus, integrity, diversity, and inclusion.

What’s Next? 

Thank you for your interest in joining our Global Shared Services Center family at Brinks Portugal. Upon completion of the application process, your profile will deserve our best and fullest attention in the upcoming weeks.

The selection process comprises at least: CV sifting, one technical interview with the hiring manager and one interview with HR. Share your experience and skills and demonstrate us your enthusiasm. Successful completion of these steps brings you onboard! Are you ready to #SecureYourFuture?

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, gender, age, national origin, religion, sexual orientation or degree of disability.