KONE
Service Operations Manager - Heathrow Airport
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Service Operations Manager - Heathrow Airport
Service Manager
Purpose
The Service Manager leads and coaches the team of Maintenance Supervisors to achieve Maintenance operations targets and objectives while ensuring the highest standards of safety, quality, and profitability.
Key Responsibilities
Operational Leadership & Accountability
- Accountable for safeguarding the safety of employees and end-users, ensuring safety is a core mindset without compromise.
- Maintains operational excellence in Maintenance Operations, ensuring consistent quality and profitability in service delivery.
- Sets and tracks individual team targets annually through:
- Ongoing ** Field Operations Management Model (FOMM) planning and reviews**.
- Audits, identifying needed corrective actions, and ensuring implementation.
- Ensures orders are received as per agreement and competitive short- and long-term monetary targets are met.
- Delivers punctual service execution and timely invoicing.
Leadership & People Management
- Leads, coaches, and develops a team of supervisors.
- Drives high performance via:
- Weekly 1-on-1 discussions with supervisors.
- Regular field and customer visits with supervisors
- Weekly field audits with supervisors.
- Ensures customer-centric behaviour across the maintenance lifecycle, from touchpoints to service delivery.
- Available for onsite presence at Heathrow Airport at least 3–4 days per week, including 2 eveni ngs per month.
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Customer & Process Focus
- Facilitates customer experience enhancements through key acc e l e r a t o r touchpoints across the maintenance lifecycle.
Key Experiences
We look for candidates with:
- Proven experience in team development and leadership in infrastructure or construction environments.
- Strong technical background in quality management with a focus on systems improvement.
- Exceptional communication and stakeholder relationship management skills.
- Project management experience and the ability to deliver results in dynamic environments.
- Audit support/conduct experience (internal or external).
- Dem o n s t r a t e d successes in customer service excellence.
Benefits at KONE
- Competitive salary, 25 paid holiday days, + 8 additional Bank Holiday days.
- 1 volunteering day and access to pension scheme.
- Development opportunities including annual reviews to support professional growth.
- Supportive leadership and access to industry experts in lift and escalator systems.
- Additional perks:
- Annual bonus.
- Comprehensive Dental Plan and Private Medical Insurance.
- Car/Car Allowance.
- GymFlexi Membership.
- KONE employee discounts.
- 24/7 GP Support & Wellbeing Access.
- Hybrid working options.
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Company Culture & Values
KONE fosters an innovative, collaborative, and sustainable culture:
- Values individual contribution, encourages stakeholder engagement, and recognises high performance.
- Committ e d to ethical business practices and cooperative professional relationships.
- Encourages employees to champion sustainability as a core practice.
About KONE
"KONE shapes the future of cities."
A global leader in the elevator and escalator industry, KONE moves 2 billion daily travelers, ensuring safe, convenient, and sustainable People Flow®.
- 2025 Revenue: €11.2 billion.
- Global Workforce: Over 60,000 employees across 70+ countries.
- Listed on Nasdaq Helsinki (Finland).
Explore career opportunities: https://careers.kone.com/en/
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