Provides leadership for the overall Services operations in assigned cluster and develop a high performing Service operations team.
Full ownership and accountability of financial (revenue, executed margin) and fulfillment of key operational and fulfillment performance metrics including safety, quality, NPS, productivity and OTD.
In collaboration with the Sales & Commercial, Country, Global Product, Factory and Procurement, own and drive the operational excellence with capabilities building to achieve business goals and targets.
Provides deep focus & ownership on overall Services business and being a focal point for customer’s escalation
What You Will Do:
Lead the overall Services business and being accountable for both financial and operational results in assigned cluster.
Develop and deliver business plans for specific service line opportunities; drive the operationalization of such plans
Champion the collaboration with various stakeholders to support overall PSA/Retrofit/L&M/Other Service strategies and needs by changing or improving current Service models, structures, processes, tools, technologies to optimize performance
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 across the cluster, and in full alignment with standards, framework, processes and policies set by the SEA Services team.
Jointly establish and ensure the implementation and execution of strategic growth initiatives in SEA
Partner with the SEA Services team to develop, implement and manage Service Productivity support tools, programs, processes, tools and technologies that increase the effectiveness of the Service field organization.
Drive a culture of Continuous Improvement in the Service organization
Responsible for safety performance and program compliance
Ensure Readiness to Serve & Emergent response readiness for the cluster
Work with the SEA Services team to align strategy, based on key industry segments drivers
Implement Operation Safety Policy Instructions, conduct field work in compliance with applicable regulations, and encourage good employee safety practices
Collaborate with functional leadership teams to ensure alignment of objectives
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 in the cluster.
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