Job Information
Siemens Head of Service Operations in Singapore, Singapore
Job Family: Customer Services
Req ID: 432341
With technology, software and services for smart buildings, we transform the everyday for everyone. By combining the real and digital worlds, we empower our customers to reach their decarbonization goals, lower their operating costs and create world-class occupant experiences for their people. It’s not just about improving buildings – it’s about creating efficient, safe, adaptable and sustainable environments, which improve the way the world lives and works.
The digital transformation of buildings is a fast-changing, dynamic sector, and it needs more than just great technology - it needs great people, as well. We know a business only thrives if its people are thriving, so at Siemens we put our people first.
Within our buildings business, our diverse global team will support you through your career and challenge you to grow in new and exciting ways, as we transform the world’s infrastructure. Our shared journey could take you anywhere…where would you like to go?
As a service operations manager, you will be responsible for the smooth operations of our service department for a heightened level of customer satisfaction. This includes leading a team of highly skilled service technical professionals to deliver outstanding service experiences while optimising efficiency and productivity. You will also manage service contracts, track performance metrics and handle all requests within the deadline.
You’ll make a difference in:
Service Leadership & Management: Lead and manage the service department, including staffing, training, and performance management, to ensure efficient service delivery and high customer satisfaction. Establish and oversee premium service standards and procedures for consistency.
Customer Relationships & Personalized Solutions: Build and maintain strong customer relationships by understanding their needs and providing tailored service solutions. Act as a point of escalation for complex customer issues, demonstrating effective problem-solving and conflict resolution.
Strategy Development & Implementation: Develop and implement service strategies to enhance customer experience and achieve service objectives. Collaborate with other departments to improve service efficiency and meet business goals.
Performance Monitoring & Continuous Improvement: Monitor service metrics, such as response time and customer satisfaction, and analyze feedback to identify areas for improvement. Proactively recommend and implement process enhancements, tools, or technologies.
Team Development & Culture Building: Hire, train, and mentor service staff, fostering a high-performance, customer-centric culture focused on empathy, professionalism, and effective problem-solving. Provide regular feedback and coaching to drive team excellence.
Reporting & Industry Awareness: Prepare and present regular reports to senior management on service performance, key metrics, and improvement initiatives. Stay updated on industry trends and emerging technologies, continuously seeking opportunities to enhance service delivery.
You’re excited to build on your existing expertise, including:
Education & Certifications: Bachelor’s degree in Mechanical, Electrical, Engineering, Computer Science, or a related field. Professional certifications in relevant subjects, including customer service certifications like CCSM.
Experience: 7+ years of experience in service management or a related role, with demonstrated success in customer service, complaint handling, budget management, and implementing service improvement initiatives.
Domain Knowledge & Industry Standards: In-depth knowledge of the building service industry, service standards, and applicable regulations. Familiarity with service management frameworks such as ISO, ITIL, or Six Sigma.
Technical Proficiency: Strong proficiency in customer relationship management tools and software for tracking and monitoring service performance. Proven record of achieving service-related KPIs and customer satisfaction targets.
Communication, Leadership & Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders. Strong leadership and people management abilities.
Problem-Solving, Organization & Customer Focus: Exceptional problem-solving and decision-making abilities with a customer-centric approach. Strong organizational and time management skills, with a commitment to delivering outstanding customer service and a passion for exceeding customer expectations.
In return, we offer you
Flexible mobile working policy that allows for time off for you to recharge and spend more time with your loved ones
Attractive compensation and benefits
Values-driven work culture with inclusive workplace policies and practices that prioritize diversity and inclusion
Endless possibilities and opportunities for progression and learning
Create a better #TomorrowWithUs!
We value your unique identity and perspective and are fully committed to providing equitable opportunities and building a workplace that reflects the diversity of society. Come bring your authentic self and create a better tomorrow with us.