The Global Operations Director Services is responsible for driving consistent efficient and contract-compliant service execution across the global installed base. This role serves as the single point of accountability for global service operational performance working through regional and functional teams. This entails focuses on standardization of service processes KPI-driven performance management operational cost control parts fulfillment and inventory effectiveness and disciplined contract execution.

Key Responsibilities:

Strategy Development & Global Operating Model

• Define and own the global services operations strategy aligned with the business objectives installed base growth and long-term services roadmap.
• Translate business and services strategy into a scalable global operating model spanning Field Services Parts Logistics and service execution partners.
• Develop multi-year (35 year) strategic initiatives covering:
  • Service delivery model evolution
  • Regional footprint and capacity strategy
  • Cost structure and productivity transformation
  • Digital enablement and automation
• Lead annual operating plan development including strategic priorities key initiatives resourcing and investment plans.
• Establish strategy-to-execution governance ensuring priorities are translated into measurable KPIs and actionable execution plans.

Standardization of Service Processes & KPI Management

• Define implement and maintain standard global service processes across Field Services Logistics Parts Services.
• Own and manage the global services KPI framework covering safety quality delivery reliability productivity cost and customer satisfaction.
• Lead operational performance reviews and ensure corrective actions.
• Partner with BI and Reporting teams to guide development of core operational systems aligned with service roadmap

Operational Cost & Performance Management

• Own service execution cost performance
• Partner with Finance on budgeting forecasting and margin improvement initiatives.
• Drive productivity and efficiency improvements
• Identify operational risks impacting performance cost or customer commitments and lead mitigation actions

Parts Fulfillment Inventory & Forecasting

• Govern spare parts execution model in partnership with supply chain
• Drive demand forecasting aligned with installed base and schedules.
• Optimize inventory levels and improve parts availability while reducing obsolescence.
• Lead cross-functional initiatives to improve parts availability lead times and service readiness

Contract Management

• Ensure operational compliance with service LTSA agreements.
• Translate contract terms into execution plans and KPIs.
• Partner with customer success fulfillment and Legal to manage LD risk and resolve escalations

Leadership & CrossFunctional Collaboration

• Lead strategic initiatives to drive improvements within Services
• Act as a key operational interface across Supply Chain Engineering Commercial Finance
• Provide clear visibility to senior leadership on service performance risks and improvement action

Qualifications:

• Bachelors degree in Engineering Operations or Business
• Experience operating in a global contract-based service model
• Strong background in KPI design operational analytics and performance management systems
• Experience scaling operations in a high-growth or asset-intensive environment
• 10-15 years of experience in service delivery or operational leadership roles with demonstrated expertise in regional or global operations
• Demonstrated experience leading managers and influencing global matrixed teams across regions and functions

Preferred

• Experience with fuel cells CHP microgrids or distributed energy systems.
• Exposure to solid-oxide or high-temperature electrochemical systems.

Salary Ranges: