Head of Delivery Operations

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Welcome to KONE! We are a diverse team of over 60,000 employees, enabling safe, sustainable, and effortless people flow for billions of city dwellers every day. Innovating together across everything we do, we show the way for the good of our planet and its people. Here, you are welcomed as you are, your courage is celebrated, and your impact rewarded. Grounded by our strong roots stretching back over a century, our exciting journey continues - join us and let's shape the future of cities together!
Why this role?
KONE is seeking a skilled and experienced Head of Delivery Operations who leads the safe, high-quality, and customer-centric execution of projects KONE Vietnam. This role is responsible for driving operational excellence in installation, project management, and business performance, while fostering a strong culture of safety, quality, and continuous improvement. The ideal candidate is a strategic leader with a proven track record in managing, optimizing resources, and delivering exceptional customer outcomes.
What will you be doing?
Safety and Quality
- 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
Customers
- 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
Leadership and people development
- 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
Installation
- 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.
Project management
- 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
Delivery Operations management
- 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.
Business performance
- 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.