Head of Delivery Operations

• Proactively drive outstanding performance in Safety and Quality across the Department
• Drive a culture of Safety and Quality throughout the organization
• Ensure safety and quality audits are effectively carried out
• Performs site and process audits within the team to ensure compliance with installation methods, safety policies, and local processes

• Establish and promote service-minded culture and outside-in thinking in the Department
• Capture and integrate the Voice of Customer throughout Delivery Operations
• Ensure customer-centricity in all projects by understanding and serving customer needs, with proactive communication (i.e., transparency, flexibility, and dependability)
• Manages customer relationships, including disputes and escalations, and tracks NPI and transactional survey

• Lead, evaluate, and develop the operations team and professionals to achieve safety, quality, budget, and customer satisfaction goals.
• Identify and address competence development needs for project management and installation
• Ensures that both KONE and subcontracted installers are trained, certified, competent and capable of carrying out their work

• Drive efficient, safe, and high-quality installation operations in line with KONE methods
• Plan installation capacity and ensure alignment with project needs.
• Optimize resource utilization, including both people and tools.

• Ensure KONE adds value to customer projects through seamless and reliable delivery.
• Drive profitable, reliable, and efficient project management practices in line with KONE methods.
• Ensure accurate schedule, revenue, and cost planning in accordance with frontline policy.
• Proactively identify and execute value-added services and change order opportunities.
• Manage and develop required project management competences

• Organize and lead regular portfolio and operational reviews (traction control) to manage project and installation performance.
• Maintain and communicate order book status, resource needs, and installation capacity as part of the Sales and Operations Planning process.

• Be accountable for the financial and customer performance of projects within the portfolio.
• Actively monitor and report project and installation performance, ensuring timely action on deviations.
• Ensure effective deployment and benefit realization of KONE Way and local initiatives.
• Provide input and feedback on changes needed to improve KONE Way practices.

• Minimum 12 years of experience in operations, project management, or installation management within a technical or engineering environment.
• 6+ years in a leadership or people management role, preferably in a multinational or matrix organization.
• Proven track record in managing complex projects, driving safety and quality initiatives, and leading cross-functional teams.
• Experience working with installation or field operations, ideally in the elevator, construction, or industrial sectors.

• Ability to understand and converse efficiently/ fluently in Vietnamese and English is a solid advantage.
• Strong leadership and people development skills
• Deep understanding of project management methodologies and tools
• Knowledge of installation processes, safety standards, and quality systems
• Excellent customer relationship management and conflict resolution skills
• Proficiency in resource planning and capacity management
• Strong analytical and performance monitoring capabilities
• Effective communication and stakeholder management
• Experience with continuous improvement frameworks (e.g., Lean, Six Sigma) is a plus
• Comfortable working in a matrixed, and multicultural environment

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