Service Operations Excellence Manager

Certified as a Top Employer in the UAE, Qatar, KSA, and Oman, KONE is committed to creating a better workplace through excellent people practices. We prioritize fostering a strong work culture, setting high standards for quality and efficiency, and creating a workplace that nurtures collaboration, diversity, growth, and well-being. KONE Middle East, Turkey & Africa (KMTA) is embarking on an exciting growth journey and expanding its direct market presence. As part of this growth, we are looking for a Service Operations Excellence Manager to join our regional Service team, based in our office in Dubai. The Service Operations Excellence Manager leads and supports Service operations management on the front line to implement, ensure compliance with, and maintain the performance of end-to-end business processes and supporting systems. Further, he/she interacts with global/area service functions to improve daily front-line operations, enabling increased safety, customer satisfaction, quality, productivity, sustainability, and business performance. Responsibilities and key activities: • Drive field processes and continuous improvement practices with regions to ensure safety, customer satisfaction, quality, productivity, and sustainability • Actively contribute to the future development plans of the Service business at Front Line level, collaborating with Area and global teams to further improve global solutions and processes • Drive, in coordination with Area and Global process owners, the Front Line implementation, utilization and constant improvement of the KONE Way (KW) business processes and tools to become part of daily operations (e.g. MBM / DMP, FSM, MAP, Traction Control, operational reports, Supervisor Role and Mobility, 24/7 and VAS services, etc.) • Together with Service Operations Managers in regions, set follow-up targets according to the Field Operations Management Model, making sure that operational fundamentals are in place, monitoring deviations, analyzing opportunities, and setting improvement actions • Responsible for using and analyzing KPIs, converting analysis into concrete proposals for Front-Line and regional management to improve daily operations and realize productivity improvement targets in a hands-on manner. • Train and coach Supervisors and Service Operations Managers in the use of Service tools, processes, KPIs, and targets, contributing to the field competence development together with Learning & Development. • Accountable for route optimization, capacity planning, and maintenance profile optimization in the Front Line • Drive high-standard customer service capability by working closely with Sales, CS&A, and Technical Helpdesk teams. Are You the One? • University degree (M.Sc.) in Business, Engineering, or an equivalent field. • Fluent in English, with strong communication and interpersonal skills. • Previous experience in Service Operations or a comparable business environment. • Experience in Project Management, including driving and realizing business benefits. • Experience in Field Operations management and/or development, preferably within a service or maintenance industry. • Proven ability to lead and execute development initiatives across multiple geographies, countries, business units, or entities. • Strong strategic thinking skills and the ability to understand and manage strategic concepts. • Ability to lead and develop a small team of two people. • Proactive, energetic, and results-oriented approach. At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life. At KONE, we believe in fair and competitive pay that recognizes performance and supports employee engagement. Our approach covers a comprehensive total rewards package, including both financial and non-financial benefits. We are committed to fostering a culture of fairness, respect, equity, diversity, and inclusion. Read more on https://kone.com/global/en/careers.html

University degree (M.Sc.) in Business, Engineering, or an equivalent field. Fluent in English, with strong communication and interpersonal skills. Previous experience in Service Operations or a comparable business environment. Experience in Project Management, including driving and realizing business benefits. Experience in Field Operations management and/or development, preferably within a service or maintenance industry. Proven ability to lead and execute development initiatives across multiple geographies, countries, business units, or entities. Strong strategic thinking skills and the ability to understand and manage strategic concepts. Ability to lead and develop a small team of two people. Proactive, energetic, and results-oriented approach.

Drive field processes and continuous improvement practices with regions to ensure safety, customer satisfaction, quality, productivity, and sustainability. Actively contribute to the future development plans of the Service business at Front Line level, collaborating with Area and global teams to further improve global solutions and processes. Drive, in coordination with Area and Global process owners, the Front Line implementation, utilization and constant improvement of the KONE Way (KW) business processes and tools to become part of daily operations (e.g. MBM / DMP, FSM, MAP, Traction Control, operational reports, Supervisor Role and Mobility, 24/7 and VAS services, etc.). Together with Service Operations Managers in regions, set follow-up targets according to the Field Operations Management Model, making sure that operational fundamentals are in place, monitoring deviations, analyzing opportunities, and setting improvement actions. Responsible for using and analyzing KPIs, converting analysis into concrete proposals for Front-Line and regional management to improve daily operations and realize productivity improvement targets in a hands-on manner. Train and coach Supervisors and Service Operations Managers in the use of Service tools, processes, KPIs, and targets, contributing to the field competence development together with Learning & Development. Accountable for route optimization, capacity planning, and maintenance profile optimization in the Front Line. Drive high-standard customer service capability by working closely with Sales, CS&A, and Technical Helpdesk teams.