Service Operations Manager

4 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Kone México Full time

Certified as a Top Employer, KONE is dedicated to fostering a great work culture and inspiring the highest standards of quality and efficiency. We put our people first and create a workplace that nurtures collaboration, diversity, growth, and wellbeing.

We are seeking a Head of Service to deliver exceptional service to both our team and customers based in Riyadh, Saudi Arabia.

The Head of Service will lead and coach a team of Maintenance Supervisors to achieve operational targets and objectives. This role will drive key business change initiatives, ensure the realization of business benefits, and foster a customer-centric culture and service-oriented mindset.

Key Responsibilities:

  1. Accountable for the safety of employees and end-users, ensuring safety is a mindset without any compromises.
  2. Responsible for a high level of customer satisfaction in the region or unit.
  3. Accountable for leading the Maintenance operations and ensuring the quality and profitability of service delivery.
  4. Accountable for cascading the FL and regional direction and targets to his/her team.
  5. Accountable for setting Individual Operations Plans for supervisors that support them in achieving their objectives.
  6. Accountable for following up the progress regularly.
  7. Responsible for driving the deployment and following up the progress of KONE Way initiatives in his/her area (e.g., Supervisor Role and Mobility, Field Service Management, Field Operations Management Model, etc.).
  8. Sets, communicates, and follows received orders and monetary value sales targets according to market potential and FL unit guidelines.
  9. Ensures in collaboration with FL repair sales manager that the correct offering and value propositions are available and used by the operations team.
  10. Leads and coaches the team of supervisors and manages the performance of the team through weekly 1-on-1 Traction Control discussions with supervisors, regular field/customer visits with supervisors, and regular field audits with supervisors.
  11. Accountable for developing the competences of the maintenance operations team.
  12. Actively works with customers to find ways to win with customers.
  13. Coaches team of supervisors and technicians to be customer-centric.
  14. Accountable that customer experience acceleration touchpoints are followed during the whole maintenance contract lifecycle.


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