Service Operational Excellence Director

What You Will Do

As Field Service Operational Excellence Director, you will own & drive the operational excellence for EMEALA Service business to develop & implement world class tools, systems and processes to support business vision, growth strategy, and market needs.

You'll partner with Regional/Country Services Leaders to drive flawless end-to-end operations in field service business by developing roadmaps, providing support and managing process improvement & enhancement to drive higher experience for customers and frontline teams.

You will communicate effectively with Field Service Operations to maximize the adoption and effectiveness of Service platforms and drive change management.

How You Will Do It

• Act as escalation point to provide support to Key Service users in EMEALA and work closely with IT, CoE and Solution Providers.
• Lead Service Operations Excellence for the region to achieve excellence with enhanced Business Productivity and Customer Experience & Satisfaction through standardization/simplification of tools, reports, processes, and operating procedures.
• Drive enhancement & continuous improvement of end-to-end process in Service delivery operations.
• Establish Service Operations review cadence & drive operational review meetings to track and performance manage key KPIs around Service plan delivery (and associated risks), Executed margins (and pricing), Productivity, Quality, Safety and Customer Experience & Satisfaction.
• Understand trends & drivers, and effectively communicate risks, opportunities, changes, and key gap closure activities.
• Drive and support a culture of cross-selling amongst Service sub-LOBs.
• Develop and implement continuous improvement of service operations initiatives in tandem with digital/technological advancement.
• Ensure Readiness to Serve & Emergent response readiness for the region.
• Own, track and report Service KPIs.
• Act as EMEALA business process owner for the Field Service applications to ensure uptime and the performance of the systems.
• Analyze and audit the effectiveness of Field Service pre and post deployment and drive changes to improve performance.
• Lead, develop and coach the local geo location operational team leads on the utilization of Field Service applications.
• Recognize and identify potential areas where existing procedures require change, or where new ones need to be developed, especially regarding business process and organization alignment.
• Implement world class tools, systems and processes to support business vision and market needs.
• Collaborate with leaders to develop roadmaps and support process improvements.
• Maximize adoption of Service platforms through effective communication and change management.
• Drive operational review meetings to manage performance and track KPIs.
• Foster a culture of continuous improvement and accountability.
• Support the establishment of service operation reviews with a focus on customer satisfaction.
• Utilize analytical skills to understand trends and drive improvements.
  
  

What We Look For

• Bachelor’s Degree from an accredited college or university.
• Six Sigma / Lean certified.
• Significant relevant experience in Service Operations Management.
• Strong leadership and influencing skills with a proven ability to work in a matrix organization.
• Experience in managing front line delivery teams and operational risks.
• Analytical and process oriented mindset.
• Excellent interpersonal and communication skills.
• Strong customer relationship building and team building skills.
• Ability to drive and manage change in a dynamic environment.
• Proficient in Microsoft Excel, Word and PowerPoint.
  
  

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