About the Role
We are embarking on an exciting growth journey at the company and are looking for a Service Operations Excellence Manager to join our regional Service team, based in Dubai. This role will lead and support Service operations management at the front line, driving compliance and maintaining the performance of end-to-end business processes and supporting systems. The Service Operations Excellence Manager will collaborate with global and area service functions to enhance daily front-line operations, ultimately improving safety, customer satisfaction, quality, productivity, sustainability, and business performance.
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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 company's business processes and tools as 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, ensuring 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 field competence development alongside 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.
Benefits
At the company, we are focused on creating an innovative and collaborative working culture where individual contributions are valued. We prioritize sustainability and ethical business practices, fostering a culture of trust and respect among coworkers. Our commitment to employee engagement includes a comprehensive total rewards package that recognizes performance and supports engagement through fair and competitive pay, enhancing both career and personal goals while promoting a healthy and balanced life.
