Shared Service Delivery Manager

Key Responsibilities

Operational and Customer Service Leadership

• Own end-to-end operational delivery including KL Site deliverables service levels quality productivity capacity compliance and customer experience.
• Lead the expansion and operational readiness of the KONE Customer Care Centre
• Establish a strong customer service culture focused on responsiveness empathy effective resolution and professional communication.
• Maintain visibility of volumes backlogs ageing customer contacts service risks capacity and business-critical exceptions.
• Ensure effective workforce planning workload balancing cross-training backup coverage and business continuity.
• Lead the transition and stabilization of new countries services and customer-care activities into KL KBS.

Performance Ownership and Escalation Management

• Deliver agreed SLAs turnaround times quality productivity customer satisfaction and business outcomes.
• Build a zero-surprise culture by identifying and communicating risks before they impact customers or stakeholders.
• Own critical issues through containment root-cause analysis corrective action and sustainable closure.
• Ensure performance gaps have clear recovery actions owners deadlines and measurable outcomes.
• Use operational and customer data to identify trends recurring issues and improvement opportunities.
• Act as the senior escalation point for significant operational customer people and stakeholder matters.

People and High-Performance Culture

• Lead coach and develop Team Leaders and operational teams.
• Set clear expectations and hold leaders accountable for results employee development communication and customer experience.
• Strengthen work discipline ownership accountability and proactive communication.
• Provide timely feedback recognize strong performance and address underperformance promptly and fairly.
• Build future-ready capabilities in customer service problem-solving data AI automation and stakeholder management.
• Reduce key-person dependency through cross-training succession planning and structured knowledge management.
• Hire and develop talent aligned with a high-performance and customer-centric culture.

Customer and Stakeholder Partnership

• Build trusted relationships with KONE units business leaders process owners and global stakeholders.
• Represent KL KBS as an accountable customer-service and transformation partner.
• Establish disciplined governance focused on performance customer feedback risks decisions and action closure.
• Communicate proactively when service quality or customer commitments are at risk.
• Convert customer and stakeholder feedback into measurable service improvements.
• Collaborate across KBS locations and functions to resolve end-to-end issues and scale successful practices.

AI Automation and Process Transformation

• Create and deliver an AI and automation roadmap linked to customer experience and operational outcomes. Process improvement harmonization automation identification and capability building in tools such as Copilot Power BI and Power Automate.
• Identify opportunities to simplify standardize automate and improve customer and operational processes.
• Develop AI champions and citizen developers within the operations teams.
• Partner with Automation & AI Business Intelligence IT and process owners to implement and scale solutions.
• Track adoption and realized benefits across service quality response time productivity capacity and customer experience.
• Ensure accountable human review of AI-supported decisions and outputs.

Key Performance Measures

• Customer satisfaction and customer-care experience
• SLA achievement responsiveness and turnaround time
• Quality right-first-time resolution and repeat contacts
• Backlog ageing productivity and capacity utilization
• Avoidable and repeat escalations
• Root-cause and corrective-action closure
• Stakeholder satisfaction and governance action closure
• Employee engagement attrition capability and succession
• AI and automation adoption with measurable benefits
• Transition expansion and stabilization of new services

Qualifications and Experience (Essential)

• University degree in related field (Good in Finance) or comparable professional experience.
• 8 to 12 Years of experience in Operations Management Site leading Customer Service Customer Care Contact Centre Service Operations
• Demonstrated experience leading Team Leaders and sizeable operational teams.
• Strong people leadership coaching stakeholder management and change-leadership capability.
• Strong analytical problem-solving and decision-making skills.
• Excellent written and spoken English.
• Ability to work effectively across countries cultures and organizational levels.
• Practical experience with AI Copilot Power Automate Power BI workflow automation or comparable digital tools.
• Experience working across multiple countries services or legal entities.

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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 being a great place to work we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

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Manager