Service Operation Manager

ABB Service Operations Manager

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You'll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

This position reports to:

Local Division Manager

Position Overview

Within ABB Electrification's Service division in Japan, you will lead the overall service operations for your assigned area as Service Operations Manager. In this role, you will be responsible for developing and executing an operations strategy aligned with the service business strategy, driving customer satisfaction, quality improvement, continuous improvement, and profitability enhancement. You will also contribute to building a stable, high-quality service delivery structure through improving customer engagement quality, optimizing the end-to-end value chain, resource planning, operational risk management, and promoting HSE and compliance.

Work Model

Hybrid

Business Travel Frequency:

• Domestic: approx. once a month
• International: approx. once a year

Key Responsibilities

• Develop and execute service operations strategy for your assigned area
• Improve service quality to enhance customer satisfaction and retention
• Identify issues and improvement opportunities at customer sites and collaborate with relevant departments
• Optimize operations from order to delivery
• Manage operational risks and improve business reliability
• Drive continuous improvement activities in collaboration with the service execution team (field service engineers) to enhance service quality and profitability
• Ensure strict adherence to HSE, integrity, and all applicable compliance requirements
• Monitor performance through KPI management and implement corrective actions
• Introduce and embed standard processes, guidelines, and KPIs

Qualifications

Required:

• Bachelor's degree or above
• Ability to conduct business in both English and Japanese
• Practical experience in service operations, field service, project management, or related fields
• Experience in operations improvement, business standardization, or quality management
• Experience in performance management, process improvement, and operations management using KPIs
• Highly adaptable with the ability to collaborate with diverse stakeholders
• Basic understanding of HSE, compliance, and quality

Preferred:

• Experience in business operations and revenue/cost management
• Experience in system design, business design, or process design related to overall operations
• Experience in improving operations or order-to-delivery processes
• Experience in HSE promotion, safety management, or audit response
• Experience in proposing improvements at customer sites and collaborating with sales/account teams

Ideal Candidate Profile

• Customer-oriented, with a proactive approach to improving customer satisfaction
• Able to independently identify issues and continuously drive improvement
• Capable of seeing the bigger picture and taking action from an overall optimization perspective
• Acts with a strong focus on safety, quality, and compliance
• Able to drive cross-functional work by engaging relevant stakeholders
• Flexible and positive in adapting to a changing environment

Why This Role?

• Broad involvement across all aspects of service operations, from strategy planning to execution
• A position where you can directly impact customer satisfaction, quality, safety, and profitability
• Contribute to building a strong service organization through continuous improvement and standardization
• Gain wide-ranging operations experience under ABB's global standards

Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences.

Ready to make an impact? Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.