Service Excellence Solution Owner

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values – trust and be trusted, achieve together, renew with courage. Together we can renew the everyday, for a future beyond fossils! 

Learn more about us as a workplace upm.com/careers

We are now looking for a Service Excellence Solution Owner to join our team in Wrocław UPM Business HUB, Poland.

Greetings from your future manager

“We are looking for a positive, curious, and open-minded person to join our newly established Service Excellence team. Our focus is on building scalable, future-ready services and creating a consistent service delivery experience for our partners. In this role, you will help design, implement, and govern our service management and delivery tools. As your future manager, I look forward to working with you and supporting you in bringing your drive, expertise, and fresh ideas to our shared journey.” – Sophie Schnepf, Senior Manager, Service Excellence

What you will do

• Own and maintain relevant solutions (e.g. for ServiceNow and other relevant platforms), including related documentation, configurations, and test assets within the area of responsibility
• Oversee solution roadmap, readiness and business continuity in collaboration with IT and implementation partners
• Manage business relationships actively, take ownership of demands, requests and issues, and ensure resolution end-to-end
• Manage platform releases, integrations, and external vendors in coordination with IT
• Identify, and design improvements and enhancements to relevant platforms
• Drive continuous improvement, standardization, and automation of service management processes through relevant platforms

Who you are  

• You have master’s degree in business, IT, information management, or related field
• You have minimum 3-4 years of experience with service management platforms (service tool development, implementation, or architecture)
• You have strong understanding of service lifecycle management
• You have experience in workflow design, automation, and platform governance
• You have experience working in shared services or GBS environments is an advantage
• You have strong stakeholder management and communication skills
• You are fluent in English; other languages are considered an asset

This is what we offer to you 

• A meaningful job: We have an inspiring purpose “We renew the everyday for a future beyond fossils”. Our work is impactful and transformative.
• A caring community: Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.
• Development opportunities: We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.
• Responsible employer: Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas, from climate change mitigation to enhancing biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.

Learn about our Rewarding and our Ways of working

Additional information 

The position holder will report to Senior Manager, Service Excellence.

This job requires regular work from office every week in hybrid working model (3 days per week from the office).

Please apply via the link above and attach your CV in English latest till June 12, 2026. Please note that we accept only applications submitted through our online application system. We begin reviewing applications as they are received, and you may be contacted before the application deadline.

For support with submitting your application, please contact HR Service Center at [email protected] or tel. +48123999499.

For further information about the role, please contact Sophie Schnepf at [email protected]

If you have any concerns about the recruitment and selection process, you can report those online through the UPM Report Misconduct channel using the link: https://www.upm.com/investors/governance/compliance/reportmisconduct/  

UPM is a material solutions company, renewing products and entire value chains with an extensive portfolio of renewable fibres, advanced materials, decarbonization solutions, and communication papers. In Poland, UPM is running two factories near Wrocław, a Human Resources Service Center in Kraków and UPM Business Hub at the heart of the city of Wrocław. At the moment, the Wrocław Hub brings together over 600 professionals in customer, supplier and financial services.

What makes us unique? The Finnish leadership culture encourages people in personal growth and self-development, and our values - trust and be trusted, achieve together, renew with courage – are visible in our everyday work. We are inspired by the limitless opportunities of the bioeconomy and we lead the way towards a future beyond fossils. Got interested? Join us on this exciting path! #growthwithUPM

If you wish to get more insight about who we are, check out this page!

UPM – we renew the everyday 
Read more: upm.com

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