Service Operations Manager

4 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Kone México Full time

At KONE México, we are dedicated to a better world of work. As a leading provider of elevator and escalator solutions, we strive for excellence in people practices, fostering a great work culture that inspires quality, efficiency, and wellbeing.

We are seeking a skilled Service Operations Manager to lead our team in Riyadh, Saudi Arabia, delivering exceptional service to both our employees and customers.

The successful candidate will be responsible for driving operational targets and objectives, leading a team of Maintenance Supervisors, and implementing key business change initiatives. This role will also focus on ensuring the realization of business benefits, fostering a customer-centric culture, and driving service-oriented mindset.

Key Responsibilities:

  1. Ensure the safety of employees and end-users, prioritizing a zero-compromise mindset.
  2. Deliver high levels of customer satisfaction in the region or unit.
  3. Lead Maintenance operations, guaranteeing quality and profitability of service delivery.
  4. Cascade the company direction and targets to the team.
  5. Develop Individual Operations Plans for supervisors to support them in achieving their objectives.
  6. Foster regular progress follow-ups.
  7. Drive the deployment and follow-up of KONE Way initiatives in the 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 unit guidelines.
  9. Evaluate and ensure the correct offering and value propositions are available and used by the operations team in collaboration with the FL repair sales manager.
  10. Leads and coaches the team of supervisors and manages the performance of the team through weekly 1-on-1 Traction Control discussions, regular field/customer visits, and regular field audits with supervisors.
  11. Accountable for developing the competences of the maintenance operations team.
  12. Collaborate with customers to find ways to win together.
  13. Coach the team to be customer-centric.
  14. Ensure customer experience acceleration touchpoints are followed throughout the whole maintenance contract lifecycle.


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