Service Operations Manager

About the role

The Service Operations Manager is responsible for overall service business performance and development while maintaining high levels of customer and employee satisfaction. The role ensures KONE delivers on its commitments safely, on time, and to a high quality standard, and drives strategic transformations within the assigned region or district.

Key responsibilities

• Own financial and operational results for the region/district, managing costs, productivity and growth elements.
• Lead strategic business development and tactical planning, including budgeting, forecasting and performance reporting.
• Ensure compliance with safety processes and promote a safety culture across the region.
• Act as line manager for Maintenance Managers, overseeing headcount, attrition, salary and incentive structures.
• Develop team competence and motivation through coaching, performance management and accountability for planner groups.
• Drive strategic transformation initiatives and lead change management efforts.
• Foster collaboration across service lines, business units and support teams to ensure alignment.
• Maintain customer satisfaction by meeting service commitments, resolving issues promptly and building strong client relationships.
• Oversee asset lifecycle decisions and contribute to asset management proposals for large accounts.
• Promote high‑quality, sustainable service through field presence, audits and quality culture.

Required profile

• Strong customer relationship management skills and experience.
• Good understanding of market and customer business dynamics.
• Knowledge of construction industry contracts and their management is an advantage.
• Prior experience in customer relationship management is a plus.

What we offer

• Career progression opportunities within a global organization.
• Total reward elements that motivate and engage employees.
• Comprehensive learning and development programs covering a wide range of professional skills.
• A lively working environment with supportive colleagues and open‑minded leadership.