Operations Director, Service

Johnson Controls; Dubai; On-site; AED 440,000 - 662,000; Full time

Job summary

A global technology and consulting firm based in Dubai is seeking a Director to lead their Service business. The role entails owning financial growth and operational metrics while driving operational excellence and transformation. Candidates should have over 15 years of experience in Service Operations Management, a strong track record in delivering results, and excellent people management skills. This position requires a strategic mindset and the ability to collaborate with various stakeholders to optimize service performance.

Qualifications

• 15+ years of relevant experience in Service Operations Management.
• Proven track record delivering strong results.
• Experience managing frontline teams in a service business.

Responsibilities

• Provide leadership for the Service business and accountable for financial growth.
• Drive operational excellence and develop action plans.
• Champion collaboration with stakeholders to optimize performance.

Skills

Service Operations Management

Customer relationship building

People management

Financial acumen

Interpersonal skills

Education

University degree or MBA

Job description

What you will do

• Provides leadership for the overall Service business for assigned regions or markets
• Ownership and accountability of financial growth & operational metrics
• Own and drive the operational excellence with strategic and operational capabilities to achieve business goals and targets
• Defines Service growth strategy enabled with growth initiatives & programs.

How you will do it

• Lead the overall Service business for assigned regions or markets and being accountable for financial growth and operational results
• Define deploy and execute business plans
• Drive Service Operational Excellence to implement appropriate action plans focusing on GM expansion G&A reduction and operational effectiveness of the Field Operations.
• Focus on communication people development customer interaction & measuring results
• Drive teamwork culture compliance and integrity
• Own and drive digital service transformation in delivering the services to customers
• Provide direction and guidance on the implementation of high-impact transition and transformation projects. Act as the change champion
• Drive consistency of end-to-end service operations and in full alignment with standards framework processes and policies.
• Champion the collaboration with various stakeholders to support overall Service strategies and needs by changing or improving current Service models structures processes tools technologies to optimize performance
• Jointly establish and ensure the implementation and execution of strategic growth initiatives
• Drive a culture of Continuous Improvement in the Service organization
• Work with the regional and global services team to align strategy based on key industry segments drivers
• Own the overall organizational capability and lead the development of workforce capabilities and capacity to implement the longer term Service roadmap.
• Drive competency and training development for the frontline team
• 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

What we look for

Required

• University degree MBA or equivalent academic qualification.
• Strong knowledge of Service Operations Management with more than 15 years of relevant experience in the field
• Solid experience in operations and fulfillment in services business managing frontline team
• Proven track record in delivering the strong results with strong accountability and say/do
• Demonstrate leadership ability to operate effectively in matrix structure with strong influencing skills
• Demonstrate financial and business acumen with strong skills in customer relationship building and management
• Excellent communication and interpersonal skills both internally and dealing with external customers and stakeholders
• Business acumen to comprehend financial numbers and make significant contributions to development of business plans
• Strong people management team building performance management strategic and operations planning process management negotiation and relationship management skills
• Demonstrated ability to work effectively within and across direct management lines (in a matrix environment)
• Demonstrated Customer Service mindset with business and financial acumen

Required Experience:

• Director