Application Open:
Full-Time
Job Purpose:
The Service Transformation Manager drives the university’s operational excellence agenda by leading transformative initiatives that improve efficiency, transparency, and service delivery. Reporting to the Head of Operational Excellence, the role is responsible for designing and implementing process, system, and service innovations that enhance the experience of students, researchers, faculty, and staff.
The position champions business excellence, digital enablement, and continuous improvement—ensuring that transformation efforts are data-driven, outcome-focused, and aligned with MBZUAI’s vision of becoming a world-class, high-performing, service-oriented research institution.
Key Responsibilities:
Transformation and Process Improvement
- Lead the implementation of transformation initiatives aligned with the university’s operational excellence strategy.
- Map, analyze, and redesign business processes to eliminate duplication, inefficiencies, and non–value-adding activities.
- Introduce standardized workflows and automation solutions to enhance service quality and institutional agility.
- Conduct impact assessments and develop business cases for service transformation projects, ensuring alignment with MBZUAI’s strategic objectives.
- Oversee post-implementation reviews to assess outcomes, lessons learned, and areas for further optimization.
Business Excellence and Service Optimization
- Develop and apply business excellence models and frameworks (e.g., EFQM, Lean Six Sigma) to improve performance and service delivery.
- Benchmark university operations against best practices in higher education and government excellence frameworks.
- Collaborate with departments to identify service enhancement opportunities and define performance standards that promote consistency and accountability.
- Design and implement tools to measure customer satisfaction and service efficiency, ensuring a data-driven approach to decision-making.
Digital and Operational Innovation
- Partner with IT and functional departments to leverage digital technologies, AI, and data analytics for process automation and predictive insights.
- Manage the rollout of digital tools and systems that simplify user interactions and support integrated service delivery.
- Stay abreast of emerging technologies and global trends in digital transformation, recommending relevant solutions to the Head of Operational Excellence.
Change Management and Capability Building
- Develop and implement change management plans that ensure stakeholder engagement, clear communication, and adoption of new processes or systems.
- Build internal transformation capability by facilitating workshops, training sessions, and knowledge-sharing initiatives.
- Promote a culture of continuous improvement, empowering departments to adopt proactive, service-oriented mindsets.
Performance Tracking and Reporting
- Support the creation of performance dashboards, KPIs, and reports to monitor the progress and impact of transformation initiatives.
- Evaluate operational data and provide insights that inform executive decision-making.
- Coordinate with the Head of Operational Excellence to ensure alignment of project outcomes with institutional targets and compliance requirements.
Other Duties
- Carry out all other duties as reasonably directed by the university President that are commensurate with these functional objectives.
Academic Qualification:
- Bachelor’s degree in Business Administration, Industrial Engineering, or a related discipline.
- A postgraduate degree will be preferred.
Professional Experience:
Essential
- Minimum of 7–10 years of experience in Project Management or Service Transformation, business process reengineering, or operational excellence within higher education, government, or corporate environments.
- Demonstrated success in project management or process improvement projects and implementing business excellence frameworks.
- Strong understanding of digital transformation principles, performance measurement, and customer experience design.
- Proven ability to collaborate across functions and manage multiple change initiatives simultaneously.
- Demonstrated success in managing large-scale process automation, IT transformation, and compliance programs.
- Proven track record in developing and implementing KPIs, reporting frameworks, and operational performance monitoring.
- Strong experience in cross-functional stakeholder engagement, project management, and change management.
Preferred
- Professional certifications in Lean Six Sigma or Project Management Professional (PMP), or EFQM Assessor.
- Knowledge of UAE regulatory and operational environment.
