Director Service Operations

Purpose of the position

The Director Service Operation has the end-to-end responsibility for the Service operations strategy, for coordinating Installation & Maintenance global processes, building a best-in-class service delivery blueprint with processes, roles, systems, and standards.

They must ensure efficiency through process automation, customer satisfaction, and business growth as part of the HIAB Business Operational Excellence across our Customer Support Centers (CSC), driving excellence in the customer journey from installation to end customer handover and through the full life cycle.

Utilize Lean and Six-Sigma principles and change management methodologies, and have appropriate levels of certification for the role. Creates an Employee First culture that delivers customer value, continuous improvement and foster safety.

Main tasks and responsibilities

• Work closely with the Divisional & CSCs Management to define improvement plans and objectives in line with the service strategy portion of the service operations roadmap.
• Contribute to business operations strategy development.
• Accountable for for coordinating end-to-end global processes on Installation & Maintenance under the Hiab Business Excellence.
• Build highly capable team of leaders to execute advancements in waste reduction, capacity expansion and flow acceleration.
• Lead overall project pipeline and drives global common metrics including productivity, cost, quality, delivery, lead time and safety.
• Building and maintaining relationships with key stakeholders to ensure that each project will deliver the required benefits, appropriately resourced, using SMEs and external resources as required.
• Accountable for global operational performance, act as a change agents to ensure maximum positive project impact. Mobilize commitment while delivering proactive and effective communication related to improvement initiatives.
• Employs LEAN and Six-Sigma methodology that realize an EBIT impact of 3% or greater per annum through a combination of increased revenue and/or reduced relative cost.
• Competent use of statistics related to business improvement metrics and operational performance.
• Other duties as assigned or requested

What you’ll need to succeed

Education:

• Bachelor's degree in relevant field or a combination of education and work experience; Master's degree will be a plus.
• Green Belt required; Black Belt preferred.

Experience:

• At least 7+ years of relevant industry experience
• Proven experience in senior service operations management, preferably in the Automotive industry

Competencies:

• Strong leadership and communication skills with the ability to motivate and inspire cross-functionalteams.
• Strong analytical, financial and strategic thinking skills.
• Proficiency in using service management software and other relevant tools.
• Ability to adapt to a fast-paced and dynamic work environment.

Desired behavior:

• Customer focus (internal / external)
• Self-motivated with Entrepreneurial personality
• Team player
• Foster diversity and inclusion
• Ability to drive and execute change
• High resilience
• Willingness to travel

BLACK BELT a must!!

Interested to join?

If you are interested in the position, share across your CV together with a Cover Letter