Service Operations Excellence Manager

About the role

KONE Middle East, Turkey & Africa (KMTA) is expanding its direct market presence and is looking for a Service Operations Excellence Manager to join its regional Service team in Dubai. The role leads and supports front-line service operations, ensuring end-to-end business processes and supporting systems perform well, and works with global and area service functions to improve safety, customer satisfaction, quality, productivity, sustainability and business performance.

Key responsibilities

• Drive field processes and continuous improvement with regions to ensure safety, customer satisfaction, quality, productivity and sustainability.
• Contribute to the future development plans of the Service business at Front Line level, collaborating with area and global teams.
• Drive, with area and global process owners, the implementation and improvement of KONE Way business processes and tools such as MBM/DMP, FSM, MAP, traction control, operational reports, supervisor roles and mobility, 24/7 and VAS services.
• Set follow-up targets with regional Service Operations Managers under the Field Operations Management Model, monitor deviations, analyze opportunities and define improvement actions.
• Use and analyze KPIs and turn analysis into concrete proposals for front-line and regional management to improve daily operations.
• Train and coach supervisors and Service Operations Managers on service tools, processes, KPIs and targets, working with Learning & Development.
• Be accountable for route optimization, capacity planning and maintenance profile optimization in the Front Line.
• Work with Sales, CS&A and the Technical Helpdesk to deliver high-standard customer service.

Required profile

• University degree (M.Sc.) in Business, Engineering or an equivalent field.
• Fluent English with strong communication and interpersonal skills.
• Previous experience in Service Operations or a comparable business environment.
• Experience in project management, including delivering business benefits.
• Experience in field operations management and/or development, preferably in a service or maintenance industry.
• Proven ability to lead and execute development initiatives across multiple geographies, countries, business units or entities.
• Ability to lead and develop a small team of two people.

Required skills

• Strong strategic thinking and the ability to understand and manage strategic concepts.
• Proactive, energetic and results-oriented approach.