Job Description
Delivery Operations ManagerWe have an exciting position for a Delivery Operations Manager to join our team in Clapham, working in Lifts managing New Business Solutions and Modernization.We are also open for this position to be based at other offices such as Sidcup and Chertsey.PurposeThe Delivery Operations Manager reports into the Installation Operations Director and is responsible for the full financial delivery of significant budget, ensuring safe, reliable, high-quality, and profitable execution of the delivery projects within the portfolio, leading to customer satisfaction and fulfilment of KONE business objectives. Actively manages performance in terms of progress against schedule, planning accuracy, productivity, safety, and quality performance. Ensures appropriate use of KONE installation methods and KONE Way operations management practices. You will be responsible for managing a team of nine, ensuring competence and optimized deployment/allocation of the resources.Responsibilities and Key ActivitiesSafety and QualityProactively drives outstanding performance in Safety and Quality in Delivery Operations.Responsible for driving a culture of Safety and Quality throughout the organization.CustomersEstablishes and promotes service-minded culture and outside-in thinking in Delivery Operations.Captures and feeds Voice of Customer throughout Delivery Operations.Ensures customer-centricity in all projects by understanding and serving customer needs and initiative-taking communication throughout the project (i.e., transparency, flexibility, and dependability).Manages customer relationships, including disputes and escalations, and tracks NPI and transactional survey.Conducts regular customer visits as and when needed.Leadership and People Development Leads, evaluates, and develops the operations team from Project Managers, Construction Managers, and engineers 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 team to ensure compliance with installation methods, safety policies and KONE way/local processes.InstallationDrives efficient, safe, and high-quality installation operations in line with KONE methods.Project managementEnsures that KONE adds value to customers’ projects with seamless and reliable project delivery.Drives profitable, reliable, and efficient project management practices in line with KONE methods.Ensure accuracy of schedule, revenue, and cost planning as per front line policy.Drives proactive identification and execution of value-add service and change order opportunities.Manages and develops required project management competences.Delivery Operations ManagementOrganizes 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 conduct their work.Is responsible for making sure that the safety and quality audits are carried out.Business performanceAccountable for financial and customer performance of projects within their region.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.Key Experiences & SkillsIndustry knowledge is desirable.Safety and quality management.Proven team management experience.Customer relationship management.Stakeholder management.Project management both large and small projects.Forecasting and capacity planning.Managing performance and financials.Understanding of relevant laws, standards, norms, and other requirements.General contractual understanding.Construction industry and building system knowledge.Change management and training skills.Subcontractor management.Good communication in both written and spoken English.Collaborative team player.Microsoft Project.CSCS Card is essential.SMSTS qualification is essential.Benefits: Competitive Salary, 25 Days Holiday, Company Pension Scheme, Employee Assistance Programme, PDI, Life Assurance, Private Medical Insurance, Kone Discounts, Car, or Car Allowance & Bonus.Read more on