Global Service Delivery Leader - AI & Automation

KONE; Selangor; On-site; MYR 180,000 - 300,000; Full time

Benefits offered by this job

Health benefits

Job summary

KONE is seeking a forward-thinking Global Business Services leader for its Kuala Lumpur operations. The role focuses on end-to-end service delivery, people leadership, and driving digital transformation across customer care and shared services.

You will lead a multi-country, cross-functional team, champion data-driven improvements, and partner with senior stakeholders to deliver measurable business value. The incumbent will drive AI adoption, automation, and standardized ways of working,

Qualifications

• University degree in a related field or equivalent professional experience.
• 8–12 years in operations management, site leadership, or customer service context.
• Proven track record in leading teams, stakeholder management, and change initiatives.

Responsibilities

• Own end-to-end service delivery across KL site and drive growth of the Customer Care Centre.
• Lead Team Leaders and teams to maintain high performance and customer experience.
• Develop AI and automation roadmap linked to customer experience and operations.
• Build governance focused on performance, risks, decisions, and action closure.
• Collaborate across KBS locations to scale best practices and improvements.
• Drive data-driven continuous improvement and proactive issue resolution.
• Coach and develop leaders, manage succession, and foster high performance culture.

Skills

People leadership

Cross-functional collaboration

Process improvement

AI adoption

Data-driven

Stakeholder management

Change leadership

English proficiency

Education

University degree

Tools

Copilot

Power BI

Power Automate

Job description

KONE is seeking a forward-thinking Global Business Services leader for its Kuala Lumpur operations. The role focuses on end-to-end service delivery, people leadership, and driving digital transformation across customer care and shared services.

You will lead a multi-country, cross-functional team, champion data-driven improvements, and partner with senior stakeholders to deliver measurable business value. The incumbent will drive AI adoption, automation, and standardized ways of working,