The
Head of Operations, Services provides strategic and operational leadership for the Field Services Operations organization, ensuring safe, reliable, profitable, and customer-focused service delivery. The role is accountable for translating business strategy into disciplined execution while building the capabilities, capacity, and culture required for sustainable growth.
What will you do? - Safety, Quality & Cybersecurity:
- Champion a strong safety culture and ensure compliance with company, customer, regulatory, quality, and cybersecurity requirements across all service operations.
- Ensure Service Representatives are appropriately certified, competent, and equipped with the required personal protective equipment before performing on-site work.
- Ensure all team members complete the required cybersecurity training and use compliant, securely managed endpoints.
- Lead timely corrective and preventive actions arising from safety incidents, audits, quality issues, cybersecurity risks, or customer feedback.
- Operations Leadership & Service Delivery
- Lead end-to-end Services Operations covering planned, corrective, emergency, project, and contract-based service activities.
- Drive on-time delivery, response and recovery performance, backlog reduction, productivity, utilization, service quality, and service-report completeness.
- Ensure effective resource deployment and capacity planning to meet customer commitments, critical-service requirements, and business demand.
- Provide decisive leadership for critical customer incidents and operational escalations, with clear ownership, communication, and recovery actions.
- Establish robust operating rhythms, priorities, escalation paths, governance, and performance reviews.
- Lead Services initiatives and continuous improvement programs that enhance efficiency, quality, scalability, and customer outcomes.
- Business & Financial Performance
- Drive profitable and sustainable growth through disciplined execution of the Annual Execution Plan (AEP), supported by strategic workforce and resource planning.
- Own operational budgets and cost performance, including headcount, overtime, subcontracting, logistics, and other service delivery expenses.
- Monitor operational and financial performance through relevant KPIs and initiate timely corrective actions when results deviate from the plan.
- Partner with Sales, Finance, and business leaders to improve revenue realization, billing accuracy, gross margin, productivity, and cash performance.
- Align operational capacity with commercial priorities and support contract renewals, customer retention, and profitable growth opportunities.
- Customer Experience & Service Excellence
- Ensure consistently high standards of service delivery, responsiveness, communication, and customer satisfaction.
- Build trusted relationships with strategic and critical customers and maintain effective executive-level engagement.
- Lead service recovery for material customer issues and ensure root causes are addressed through sustainable corrective actions.
- Use customer feedback and operational data to improve service quality, reliability, and retention.
- People Leadership & Capability Development
- Build a high-performance culture based on safety, accountability, collaboration, customer focus, ownership, inclusion, and continuous improvement.
- Coach and develop Operations Managers, Project Managers, Project Engineers, Service Representatives, and supporting operational teams.
- Develop workforce, capability, and succession plans to ensure leadership and technical readiness for current and future business needs.
- Establish structured competency development, certification, technical training, knowledge sharing, and career-development pathways.
- Identify and develop high-potential employees and strengthen succession coverage for critical roles.
- Organization, Collaboration & Transformation
- Champion cross-functional collaboration across Services, local Business Units, and the Global Services Execution Team, breaking down silos and fostering a One-Team mindset.
- Ensure alignment between commercial commitments and operational delivery capability, capacity, risk, and cost.
- Deploy and continuously improve the Services Operating Model, with clear roles, decision rights, interfaces, and governance.
- Drive a lean and agile organization that responds effectively to changing customer and business requirements.
- Lead digital transformation through digitalization, automation, connected tools, and data-driven decision-making that improve productivity and visibility.
- Represent Services Operations in business reviews, strategic planning, workforce planning, customer engagements, and leadership forums.
What qualifications will make you successful? - Degree in Engineering, Business, Operations Management, or related discipline.
- Typically, 10+ years of progressive experience in service operations, engineering services, field services, project execution, or a comparable operational environment.
- Demonstrated experience leading multi-disciplinary operational teams and managing mission-critical or 24/7 service environments.
- Proven accountability for operational and financial performance, including P&L, budgets, productivity, and cost management.
- Strong track record in customer management, operational improvement, organizational transformation, and people's leadership.
- Experience developing managers, technical leaders, high-potential employees, and succession pipelines.
- Strategic thinking combined with strong execution discipline and results orientation.
- Commercial and financial acumen, with the ability to balance customer, operational, risk, and business priorities.
- Visible safety of leadership and sound judgment in high-pressure or critical-service situations.
- Ability to lead change, simplify complexity, and use data to drive decisions and accountability.
- Excellent stakeholder management, relationship-building, and communication skills with employees, executive leaders, partners, and customers.
- Demonstrated commitment to collaboration, talent development, and a One-Team culture.
What's in it for me? - High-impact leadership role with visibility and influence across the organization
- Opportunity to shape strategy and drive how we deliver value to customers at scale
- Culture that champions innovation, collaboration, and continuous growth
- Development programs and resources designed to elevate your leadership journey
Bring your strategic vision and leadership excellence to a team that's ready to achieve great things together!
Rewards designed for you
Our Total Rewards is our way of saying: We see you and we value you. It's more than just pay and benefits-it's a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we're here for what matters most to you. Discover more at our Career Page .
* Country-specific programs and initiatives may be available.
Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values - Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork - starts with us.
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We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one.
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€40 billion global revenue
+9% organic growth
150 000+ employees in 100+ countries
You must submit an online application to be considered for any position with us. This position will be posted until filled.
Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and 'inclusion' is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do.
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Responsibilities
The
Head of Operations, Services provides strategic and operational leadership for the Field Services Operations organization, ensuring safe, reliable, profitable, and customer-focused service delivery. The role is accountable for translating business strategy into disciplined execution while building the capabilities, capacity, and culture required for sustainable growth.
What will you do? - Safety, Quality & Cybersecurity:
- Champion a strong safety culture and ensure compliance with company, customer, regulatory, quality, and cybersecurity requirements across all service operations.
- Ensure Service Representatives are appropriately certified, competent, and equipped with the required personal protective equipment before performing on-site work.
- Ensure all team members complete the required cybersecurity training and use compliant, securely managed endpoints.
- Lead timely corrective and preventive actions arising from safety incidents, audits, quality issues, cybersecurity risks, or customer feedback.
- Operations Leadership & Service Delivery
- Lead end-to-end Services Operations covering planned, corrective, emergency, project, and contract-based service activities.
- Drive on-time delivery, response and recovery performance, backlog reduction, productivity, utilization, service quality, and service-report completeness.
- Ensure effective resource deployment and capacity planning to meet customer commitments, critical-service requirements, and business demand.
- Provide decisive leadership for critical customer incidents and operational escalations, with clear ownership, communication, and recovery actions.
- Establish robust operating rhythms, priorities, escalation paths, governance, and performance reviews.
- Lead Services initiatives and continuous improvement programs that enhance efficiency, quality, scalability, and customer outcomes.
- Business & Financial Performance
- Drive profitable and sustainable growth through disciplined execution of the Annual Execution Plan (AEP), supported by strategic workforce and resource planning.
- Own operational budgets and cost performance, including headcount, overtime, subcontracting, logistics, and other service delivery expenses.
- Monitor operational and financial performance through relevant KPIs and initiate timely corrective actions when results deviate from the plan.
- Partner with Sales, Finance, and business leaders to improve revenue realization, billing accuracy, gross margin, productivity, and cash performance.
- Align operational capacity with commercial priorities and support contract renewals, customer retention, and profitable growth opportunities.
- Customer Experience & Service Excellence
- Ensure consistently high standards of service delivery, responsiveness, communication, and customer satisfaction.
- Build trusted relationships with strategic and critical customers and maintain effective executive-level engagement.
- Lead service recovery for material customer issues and ensure root causes are addressed through sustainable corrective actions.
- Use customer feedback and operational data to improve service quality, reliability, and retention.
- People Leadership & Capability Development
- Build a high-performance culture based on safety, accountability, collaboration, customer focus, ownership, inclusion, and continuous improvement.
- Coach and develop Operations Managers, Project Managers, Project Engineers, Service Representatives, and supporting operational teams.
- Develop workforce, capability, and succession plans to ensure leadership and technical readiness for current and future business needs.
- Establish structured competency development, certification, technical training, knowledge sharing, and career-development pathways.
- Identify and develop high-potential employees and strengthen succession coverage for critical roles.
- Organization, Collaboration & Transformation
- Champion cross-functional collaboration across Services, local Business Units, and the Global Services Execution Team, breaking down silos and fostering a One-Team mindset.
- Ensure alignment between commercial commitments and operational delivery capability, capacity, risk, and cost.
- Deploy and continuously improve the Services Operating Model, with clear roles, decision rights, interfaces, and governance.
- Drive a lean and agile organization that responds effectively to changing customer and business requirements.
- Lead digital transformation through digitalization, automation, connected tools, and data-driven decision-making that improve productivity and visibility.
- Represent Services Operations in business reviews, strategic planning, workforce planning, customer engagements, and leadership forums.
What qualifications will make you successful? - Degree in Engineering, Business, Operations Management, or related discipline.
- Typically, 10+ years of progressive experience in service operations, engineering services, field services, project execution, or a comparable operational environment.
- Demonstrated experience leading multi-disciplinary operational teams and managing mission-critical or 24/7 service environments.
- Proven accountability for operational and financial performance, including P&L, budgets, productivity, and cost management.
- Strong track record in customer management, operational improvement, organizational transformation, and people's leadership.
- Experience developing managers, technical leaders, high-potential employees, and succession pipelines.
- Strategic thinking combined with strong execution discipline and results orientation.
- Commercial and financial acumen, with the ability to balance customer, operational, risk, and business priorities.
- Visible safety of leadership and sound judgment in high-pressure or critical-service situations.
- Ability to lead change, simplify complexity, and use data to drive decisions and accountability.
- Excellent stakeholder management, relationship-building, and communication skills with employees, executive leaders, partners, and customers.
- Demonstrated commitment to collaboration, talent development, and a One-Team culture.
