Senior Leader – Elevator Service Operations

Senior Leader – Elevator Service Operations

Job Title: Senior Leader – Elevator Service Operations (Director / Head / General Manager – Service)

We are seeking a highly experienced leader to drive the service business for a leading elevator and vertical transportation organization. This role is responsible for overseeing service operations, maintenance excellence, customer satisfaction, profitability, safety, and business growth across a large service portfolio.

The ideal candidate has extensive experience leading elevator service operations, managing large field service teams, and driving operational excellence while delivering exceptional customer experiences.

Key Responsibilities

• Lead the overall service business, including maintenance, repairs, modernization support, and customer service.
• Develop and execute strategic plans to grow the service portfolio, improve customer retention, and increase recurring revenue.
• Drive operational excellence across service delivery, ensuring high uptime, response times, and first-time fix rates.
• Manage large teams of service managers, supervisors, technicians, and support functions.
• Ensure compliance with all safety regulations, quality standards, and statutory requirements.
• Monitor service KPIs including contract renewals, technician productivity, callback rates, equipment reliability, and customer satisfaction.
• Build strong relationships with key customers, consultants, developers, facility management companies, and government agencies.
• Lead financial planning, budgeting, forecasting, and P&L management for the service business.
• Identify opportunities for digital transformation, predictive maintenance, IoT solutions, and operational improvements.
• Collaborate closely with sales, modernization, installation, engineering, and supply chain teams.
• Develop leadership capability and succession planning within the service organization.

Required Experience

• 15–20+ years of experience in the elevator, escalator, or vertical transportation industry.
• Significant leadership experience managing large-scale service operations.
• Proven track record of managing maintenance contracts and large technician workforces.
• Experience managing P&L and driving service profitability.
• Strong knowledge of elevator maintenance, repairs, modernization, and service lifecycle management.
• Experience implementing safety, quality, and continuous improvement initiatives.
• Strong customer relationship management and commercial acumen.
• Experience working across multiple locations or regions is highly desirable