Country Lead - Delivery Operations

Skip to main contentThis site uses cookies. By continuing to use it you are agreeing to use cookies. For more information on how we use cookies, go to our Website and Mobile Privacy Notice.DeclineAccept CookiesCareersEnglishSign InCountry Lead - Delivery Operations page is loadedCountry Lead - Delivery OperationsApplyremote typeOn-SitelocationsPT Citas Otis Elevator, Cibis 9 Business Park, Jalan TB Simatupang no 2 Cilandak Timur Jakarta Selatan, Indonesiatime typeFull timeposted onPosted 14 Days Agojob requisition id20148223Date Posted:2025-12-07Country: IndonesiaLocation: PT Citas Otis Elevator, Cibis 9 Business Park, Jalan TB Simatupang no 2 Cilandak Timur Jakarta Selatan, IndonesiaRole PurposeThe 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 Responsibilities1. Leadership & People ManagementLead, 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 & GovernanceListening to Business pain points and prioritizing areas of opportunity to redirect time for the front line to focus on customersReview, 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 EnablementIdentify 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 SupportServe 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 ImprovementDefine 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 RequirementsEducation & ExperienceBachelor’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 & CompetenciesStrong 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...