Head of Operations and Services

5 days ago


Jakarta, Jakarta, Indonesia PT Siemens Indonesia Full time

Pursue a career with PT Siemens Indonesia, where we foster innovation and growth through collaboration and expertise. Our company empowers employees to stay adaptable and responsive in a rapidly evolving environment.

The Head of Operations and Services is responsible for leading the Customer Service (CS) Delivery team in Indonesia, focusing on Digital Services transformation for Industry services. As a key liaison, this role aligns and develops new capabilities to support customers and service delivery, fostering a culture of excellence and operational efficiency.

Main Responsibilities:
  • Lead and manage service lines within the Service Delivery team, ensuring alignment with PLM and CRM systems.
  • Develop and implement delivery processes that enhance customer experience and drive continuous improvement in operations and overall service delivery.
  • Foster a culture of innovation by translating customer feedback into new capabilities that shift interactions towards Digital Services.
  • Effectively communicate with stakeholders regarding workforce planning and partner activities.
  • Manage associated costs, utilization, and productivity within the Service Delivery team, ensuring cost efficiency and productivity targets are met.
  • Collaborate with CS SD ASEAN on new portfolio rollouts and share best practices to drive excellence in service delivery.
Key Performance Indicators:
  1. Customer Satisfaction: Achieve high levels of customer satisfaction and confidence.
  2. Quality: Develop digitalized delivery processes and cultivate skilled experts to drive digital service operations.
  3. Cost Efficiency: Meet CS productivity and utilization targets, ensuring KPIs and customer satisfaction are met.
  4. Service Excellence: Lead and oversee service delivery across Indonesia, ensuring high standards of quality and efficiency.
  5. Team Empowerment: Build and mentor a team of service engineers, managers, and technical specialists.
  6. Service Growth and Innovation: Identify opportunities for service expansion and new business offerings.
  7. Operational Excellence: Ensure efficient execution of service contracts and maintenance projects.
  8. Customer Relationship Management: Maintain strong relationships with key customers in Indonesia.
  9. Cross-Functional Collaboration: Partner with Sales, Project Management, Engineering, and other departments to ensure seamless service delivery.
  10. Performance Management: Monitor and analyze key service metrics and KPIs in Indonesia.
  11. Risk & Issue Management: Identify and mitigate risks associated with service delivery.

Our organization is committed to providing equal opportunities and fostering a diverse and inclusive work environment.



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