Senior Manager, Service Operations Excellence

Ranked as one of the most innovative companies in the world, KONE is a global leader in elevator and escalator business. Every day, millions of people globally are using our elevators and escalators in an increasingly urbanizing environment. We want to offer the best People Flow® experience to those using our equipment in residential and office buildings, hotels, public transportation sites, hospitals, shopping malls and many special buildings.

Commercial & Operations ensures we are the most competitive in each of our businesses, throughout the lifecycle. We do this through a step change in value creation for all our stakeholders and enabling success for our Areas and frontlines. Commercial & Operations brings together our business lines, (New Building Solutions, Service and Modernization) together with global installation, business architecture and portfolio management, sales development, marketing and brand and business development, to be all under one roof. In addition, there are two business segments with dedicated teams in Commercial and Operations; Major Projects and Escalators and Doors. Commercial and Operations has a crucial role in helping KONE to be faster, nimbler, helping our frontlines to serve our customers better than any other company in the industry.

We are now looking for a

Senior Manager, Service Operations Excellence

to drive the next phase of KONE's service transformation and productivity step change globally.

As the Service Operations Excellence Manager you will play a key role in shaping the future of our Service Operations. You will work closely and collaborate with our area and frontline organizations, multiple teams within the global organization to ensure development of the operating model of KONE Service operations to enable increased productivity and business performance as well as a great people experience.

Key responsibilities

• Productivity management and development

  • Drive the development of key productivity indicators to achieve business profitability goals through clear direction, target setting and actions.

  • Drive regular performance coaching and monitoring, trigger/share analysis & analytics to areas and convert analysis outcome into concrete proposed focus areas, priorities and/or improvement actions.

  • Build strong networks and communities with Service Operations Excellence managers and communicate regularly on performance and share benchmarks and best practices between areas and frontline organizations.

  • Contribution with global team to development of Service operations' dashboards and models to analyze productivity in Service operations' system landscape.

  • Connect development initiatives to Service operations' development roadmap, support Service operations and areas in elaborating business cases for specific actions and programs and strongly contribute to ensuring benefit realization.

• Service Operations development

  • Development of the Service operations operating model and the Field operations management model to deliver business results

  • Ensure support and coaching for areas and front line organizations to implement, ensure compliance and maintain the performance of end-to-end business processes

  • Support Service repairs strategy and core team with financial analysis and operations development initiatives

  • Ensure development of change/learning paths, frameworks, and content to build strong engagement, recognition and drive across all Service operations roles

  • Support and facilitate with area and frontline stakeholders in escalators and major projects  related operations' requirements and development needs

To succeed in this role, you should have:

• Minimum 5 years of relevant experience and leadership of service business operational side

• Thorough knowledge of Service Operations operating model preferably with exposure to the domain in a frontline setting

• Financial and business analysis skills

• University degree (M.Sc.) in Business, Engineering or equivalent

• A proven track of experience in leading and rolling out complex global and/or local programs in a matrix organization

• Experience in project management and benefit realization

• Prior experience in Business Performance Management is seen as an asset

• Prior experience of ERP or other reporting solutions is seen as an asset

• Full professional proficiency in English

We expect you also to have:

• Conceptual thinking with ability to translate complexity to simple communication means and actionable directions

• Strong Service mindset and a passion to make significant change

• Analytical skills and hands-on attitude to work with areas and frontline organizations on capturing opportunities or managing challenges

• Ability to deal with uncertainty in an environment of constant changes

• Change management skills

• Good understanding and experience of lean and agile development methodologies

• Ability to thrive and deliver results across multiple geographical areas and cultures

You will be reporting to the Global Head of Service Operations, Tony Enholm.

For further information please contact tony.enholm@kone.com. Please submit your application already today but no later than March 17th 2024.

#LI-GO

Keskitymme KONEella luomaan innovatiivista ja yhteistyöhön perustuvaa työskentelykulttuuria, jossa jokaisen panosta arvostetaan. Työntekijöiden sitoutuminen on meille avainasemassa, ja rohkaisemme jokaista osallistumaan ja jakamaan tietoa ja ideoita. Yritysvastuu on oleellinen osa yrityskulttuuriamme ja päivittäisiä toimiamme. Noudatamme eettisiä liiketoimintamenettelyitä ja pyrimme kehittämään yhdessä tekemisen kulttuuria, jossa työntekijät luottavat toisiinsa ja kunnioittavat toisiaan ja jossa hyvät suoritukset huomioidaan. Erinomaisena työpaikkana olemme ylpeitä voidessamme tarjota erilaisia kokemuksia ja mahdollisuuksia, joiden avulla saavutat ura- ja henkilökohtaiset tavoitteesi ja voit elää terveellisesti ja tasapainoisesti.

Lue lisää www.kone.com/careers