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.

Are you the one?

Education: Bachelor or Master's degree in Engineering or Construction, or related fields.

Experiences:

• Minimum 10 years of experience in operations, project management, or installation management within a technical or engineering environment.
• 5+ years in a leadership or people management role, preferably in a multinational or matrix organization.
• Proven track record in managing complex projects, driving safety and quality initiatives, and leading cross-functional teams.
• Experience working with installation or field operations, ideally in the elevator, construction, or industrial sectors.

Skills:

• Strong leadership and people development skills
• Deep understanding of project management methodologies and tools
• Knowledge of installation processes, safety standards, and quality systems
• Excellent customer relationship management and conflict resolution skills
• Proficiency in resource planning and capacity management
• Strong analytical and performance monitoring capabilities
• Effective communication and stakeholder management
• Experience with continuous improvement frameworks (e.g., Lean, Six Sigma) is a plus
• Comfortable working in a matrixed, and multicultural environment

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 recognized. In 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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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 recognized. In 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.

Read more on