Service Operations Manager

KONE moves two billion people every day. As a global leader in the elevator and escalator industry, we employ over 60,000 driven professionals in more than 60 countries worldwide joined together by a shared purpose, to shape the future of cities. In 2025, we had annual net sales of EUR 11.2 billion.

KONE has consistently been featured on Forbes list of World's Best Innovative Companies, World's Best Employers & World's Largest Public Companies.At KONE, we believe in teamwork and a work culture where everyone can be who they are. This is exactly what makes us strong and successful.

Why this role

The purpose of the Service Operations Manager role is to ensure the overall Service business performance and development while maintaining customer and employee satisfaction. Service Operations Manager ensures that KONE always delivers on its commitments to the customers in a safe and timely manner and to the agreed high standard of quality. He/she is accountable for taking timely corrective actions when performance deviates from targets, supporting business resilience. He/she drives strategic transformations in their Region/District and coaches, leads and enables Maintenance Managers to lead the Planner Groups. He/she is accountable for the Region/District Service results.

In summary, the Service Operations Manager is accountable for all the customer, safety, operational and financial KPI's of the Region/District, ensuring the monthly, quarterly and yearly targets are achieved or exceeded.

What will you be doing

Business and operations:

• Financial performance: Responsible for Region/District result

• Operational performance: Responsible for Region/District result, including managing costs, driving productivity, and ensuring financial accountability for all cost and growth elements that impact R50.

• Strategic development: Tactical and strategic business development for improved Region performance, with support of relevant stakeholders

• Financial planning: Conducts budgeting and target setting, forecasting, management reporting, and in-year financial reviews and planning (with support of Finance function)

People & change:

• Safety: Accountable for compliance to KONE processes and policies and continuous improvement of safety for employees and end-users. Fosters safety culture throughout Region/District

• People management: Function as line manager for the Maintenance Managers in the Region/District with overall headcount and attrition responsibility for Regional/District service teams, including ensuring appropriate salary levels and incentive structures in collaboration with the Manager and People & Culture.

• Team development: Develops the competences, motivation, and overall performance through coaching and performance management, enabling them to take accountability for Planner Group performance

• Transformation and change management: Responsible for driving strategic transformation efforts in Region/District with support of relevant stakeholders, including promoting and leading change initiatives in the Region/District and securing their adoption

• Collaboration: Proactively drives and facilitates effective collaboration across Regional/District Service Business Line, other Business Lines, and support teams - taking ownership to initiate action and ensure alignment

Customer

• Customer satisfaction: Accountable for customer satisfaction by ensuring that service commitments are met (together with the rest of KONE team) and customer issues are resolved in a timely manner

• Customer relations: Builds strong relationships with key customers, supports issue resolution, and collaborates with Sales to drive retention, LIS growth, and address non-profitable units

• Asset management: Accountable for lifecycle decisions on Region/District equipment portfolio. Participate in making asset management proposals for large customer accounts

• Quality: Ensures save, high-quality, sustainable service through presence in the field, regular field audits and promoting a strong quality culture

Are you the one

• Customer relationship management skills and experience

• Market and customer business understanding

• Wide knowledge of construction industry contracts and their management is an advantage. Prior working experience in customer relationship management is an asset.

What's On Offer

• Career progression in opportunities within a global organization

• Total reward elements that engage and motivate our employees and help us make KONE a great place to work

• Comprehensive learning and development programs covering a wide range of professional skills

• You are surrounded by fun colleagues and a lively working environment. The best part is all leaders are great and open-minded

To Be Considered

Click the Apply button and complete the online application process. A member of our Talent and Culture team will review your application and will be in contact with additional information accordingly.

In the meantime, feel free to browse our website for additional information on our company, brands and culture - KONE Corporation.

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