Delivery Operations Manager

**Purpose**

The Delivery Operations Manager ensures safe, reliable, high-quality and profitable execution of the delivery projects within his/her portfolio, leading to customer satisfaction and fulfilment of KONE business objectives. Actively manage portfolio performance in terms of progress against schedule, planning accuracy, productivity, safety and quality performance. Ensure appropriate use of KONE installation methods and KONE Way operations management practices. Manage the regional Delivery Operations team, ensuring competence and optimized deployment/allocation of the resources.

**Responsibilities and key activities**

**Safety and Quality**
- Proactively drive outstanding performance in Safety and Quality in Delivery Operations
- Responsible for driving a culture of Safety and Quality throughout the organization

**Customers**
- Establish and promote service-minded culture and outside-in thinking in Delivery Operations
- Capture and feed Voice of Customer throughout Delivery Operations
- Ensure customer-centricity in all projects by understanding and serving customer needs and proactive communication throughout the project (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 the established budget, safety, quality and customer satisfaction goals.
- Identify and address competence development needs for project management and installation.
- Performs site and process audits within his/her team to ensure compliance with installation methods, safety policies and KW/local processes.

**Installation**
- Drive efficient, safe, and high-quality installation operations in line with KONE methods.
- Responsible for Installation capacity planning.
- Accountable for optimized resource (people and tools) utilization.

**Project management**
- Ensure that KONE adds value to customers’ projects with seamless and reliable project delivery
- Drive profitable, reliable and efficient project management practices in line with KONE methods
- Ensure accuracy of schedule, revenue and cost planning as per FL policy
- Drive proactive identification and execution of value-add service and change order opportunities
- Manage and develop required project management competences

**Delivery Operations management**
- Organizes and operates regular portfolio and operational reviews (traction control) to manage project and installation performance.
- Maintains and communicates order book status, resource needs and installation capacity as part of the Sales and Operations planning process.
- Ensures that both KONE and subcontracted installers are trained, certified, competent and capable to carry out their work. Is responsible for making sure that the safety and quality audits are carried out.

**Business performance**
- Accountable for financial and customer performance of projects within his/her portfolio.
- Actively monitors and reports project and installation performance, ensures action on deviations.
- Ensure effective deployment and benefit realization of KONE Way and local initiatives.
- Provide input and feedback about changes needed to KONE Way.

**Competence profile**

**Behavioral competences**

Driving performance

Developing talent

Collaboration and inclusion

Customer focus

Decision making

Results focus

Quality focus

Analysis and problem-solving

**Professional requirements**

Safety and quality management

Revenue recognition and relevant financial understanding

Customer relationship management

Installation portfolio management

Project management

Forecasting and capacity planning

Managing performance

Basic knowledge of installation methods

Understanding of relevant laws, standards, norms and other requirements

General contractual understanding

Basic construction industry and building system knowledge

Change management, coaching and training skills

Subcontractor management

Lean fundamentals

Lean thinking and continual improvement competence

**Entry-level requirements**
- Minimum of Bachelor/ Master Degree higher education of University college
- Fluently Dutch
- English (Practitioner)
- Experience in leading people and leading managers is an asset
- Experience in installation supervision/management or project management is an asset
- Affinity with technology, digitalization and engineering
- At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is