Country Lead - Delivery Operations

Date Posted:

2025-12-07

Country:

Indonesia

Location:

PT Citas Otis Elevator, Cibis 9 Business Park, Jalan TB Simatupang no 2 Cilandak Timur Jakarta Selatan, Indonesia

Role Purpose

The Country Lead – Delivery Operations is responsible for leading and transforming the country’s Delivery Operations (DO) function at the country level. As a newly setup function, DO is strategically designed to streamline business support activities and optimize operational efficiency.

This role drives process standardisation, automation, and continuous improvement, while developing and managing a high-performing team that supports that partners closely with Sales and Field Operations to enable success.

Key Responsibilities

1. Leadership & People Management

• Lead, coach, and develop the country Delivery Operations team, ensuring clear roles, accountability, and balanced workloads.

• Build a culture of continuous improvement, service mindset, and collaboration with Sales, Field Operations, Finance, HR, and other stakeholders.

• Set team objectives, conduct performance reviews, and identify capability gaps and training needs.

2. Process Transformation & Governance

• Listening to Business pain points and prioritizing areas of opportunity to redirect time for the front line to focus on customers

• Review, redesign, and standardise end-to-end processes to support the Sales and Field operation across the country (e.g. order processing, billing support, documentation control, reporting).

• Eliminate fragmented and duplicated work by centralising and clarifying Delivery Operations ownership.

• Establish and enforce governance, SOPs, RACI, and internal controls to ensure compliance and audit readiness.

• Act as the single point of accountability for country-level Delivery Operations excellence.

3. Automation & Digital Enablement

• Identify opportunities for automation, system enhancements, and digital tools to reduce manual work and improve accuracy and turnaround time.

• Partner with DT, Sales and Field Operations to implement workflow automation, dashboards, and data-driven reporting.

• Drive adoption of systems and new ways of working, including change management and user training.

• Track benefits realised from automation (productivity gains, error reduction, cycle time improvement).

4. Stakeholder & Business Support

• Serve as a strategic partner to Sales and Field Operations by providing reliable, timely, and scalable administrative support.

• Manage escalations related to admin processes and ensure timely resolution.

5. Performance Management & Continuous Improvement

• Define and monitor KPIs, SLAs, and service levels for the Delivery Operations function.

• Use data and root-cause analysis to identify inefficiencies and drive corrective actions.

• Lead continuous improvement initiatives aligned with country and regional strategies.

Key Requirements

Education & Experience

• Bachelor’s degree in Business Administration, Operations Management, or related field.

• 8-10 years of experience in administration, commercial / field operations, or shared services roles, with proven people management experience.

• Strong track record in process transformation, centralisation, or shared services setup.

• Experience driving automation or digitalisation initiatives is highly preferred.

Skills & Competencies

• Strong leadership and stakeholder management skills across multiple functions.

• Solid understanding of process design, SOPs, RACI, and governance frameworks.

• Analytical mindset with the ability to use data to drive decisions.

• Change management capability to lead teams through transformation.

• Excellent communication skills, both written and verbal. (Local language and English language skills are a must)

Join us and Build What's Next!

If you live in a city, chances are we will give you a lift or play a role in keeping you moving every day.

Otis is the world’s leading elevator and escalator manufacturing, installation, and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide, the industry's largest Service portfolio.

You may recognize our products in some of the world’s most famous landmarks including the Eiffel Tower, Empire State Building, Burj Khalifa and the Petronas Twin Towers! We are 72,000 people strong, including engineers, digital technology experts, sales, and functional specialists, as well as factory and field technicians, all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse, global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving, high-performance company.

When you join Otis, you become part of an innovative global industry leader with a resilient business model. You’ll belong to a diverse, trusted, and caring community where your contributions, and the skills and capabilities you’ll gain working alongside the best and brightest, keep us connected and on the cutting edge.

We provide opportunities, training, and resources, that build leadership and capabilities in Sales, Field, Engineering and Major Projects and our Employee Scholar Program is a notable point of pride, through which Otis sponsors colleagues to pursue degrees or certification programs.

Today, our focus more than ever is on people. As a global, people-powered company, we put people – passengers, customers, and colleagues – at the center of everything we do. We are guided by our values that we call our Three Absolutes – prioritizing Safety, Ethics, Quality in all that we do. If you would like to learn more about environmental, social and governance (ESG) at Otis click .

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