Operations Director, Service

Johnson Controls; Dubai; On-site; AED 400,000 - 700,000; Full time

Job summary

Johnson Controls is seeking a senior leader to oversee the Service business across designated regions, accountable for financial growth and operational results. You will define and deploy strategic plans, drive service transformation, and ensure alignment with standards while guiding the frontline teams and stakeholders.

The role emphasizes leadership in a matrix structure, strong customer and financial acumen, and a focus on continuous improvement and cross-functional collaboration to deliver

Qualifications

• MBA or equivalent required.
• 15+ years of service operations management experience.
• Experience managing frontline teams in services business.
• Proven track record of delivering results with accountability.
• Leadership within a matrix organization with influence capabilities.
• Strong financial and business acumen with customer relationship skills.
• Excellent communication and interpersonal abilities.

Responsibilities

• Provide leadership for the overall Service business for assigned regions or markets.
• Own and drive the operational excellence with strategic and operational capabilities to achieve growth and targets.
• Define Service growth strategy and enable growth initiatives and programs.
• Lead deployment and execution of business plans.
• Drive Service Operational Excellence and action plans for GM expansion and cost reduction.

Skills

Leadership

Financial acumen

Strategic thinking

Communication

People management

Change management

Negotiation

Education

MBA or equivalent

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