Recurring Services Ops Adoption Leader

Job Summary

As a key member of the IO/CEA Global Service Operations team, the Recurring Services Delivery Operations Leader is the single point of accountability for the end-to-end delivery, execution, and adoption of recurring services offers with focus on EcoCare and Digital Services across assigned countries. The role drives operational readiness, execution discipline, and measurable performance outcomes to accelerate recurring growth, improve customer onboarding speed, and ensure sustainable adoption at scale.

Organization Reporting Organization: Global Services, Service Operation, IO/CEA. Position reporting to Services Operations, IO/CEA. Travelling Approximately 10%-20% within the zones of the responsibility.

Key Responsibilities

• Assess and monitor Recurring Services offers execution and adoption across countries, ensuring delivery against agreed targets (deployment milestones, onboarding, connectivity, backlog reduction).
• Lead EcoCare deployment and run mode execution, ensuring countries are operationally ready, teams are enabled, and execution models are consistently applied.
• Oversee the Hypercare phase by promptly establishing war rooms following the launch.
• Perform end-to-end gap analysis versus execution playbooks (EcoCare, Digital Services, ETE), identify root causes, and lead corrective action plans until performance is stabilized.
• Establish and sustain execution governance (war rooms, cadence reviews, dashboards) to ensure predictable delivery and early issue detection.
• Own and drive operational KPIs (by country and product line), including backlog age, connection rate, TTDA, onboarding cycle time, and execution health using standardized dashboards.
• Drive Digital Services adoption by securing asset connectivity, platform readiness (MySchneider, EAA/ED/ETE), and disciplined execution across Sales, OM, PM, IoT, CSM, and CSH teams.
• In coordination with country E2E Recurring Leaders and CSMs, analyze churn, late renewals, and execution failures, and implement actions to improve on-time renewals and ARR retention.
• Propose, implement, and track ARR improvement actions in collaboration with country, zone, and global stakeholders.
• Define and clarify roles and responsibilities (Recurring Lead, CSM, IoT, PM, OM, CSH, Sales) and ensure alignment with the operating model in each country.
• Establish and maintain a country execution maturity view, tracking progress against agreed standards and playbooks.
• Capture, standardize, and share best practices and lessons learned to enable repeatable execution across regions.
• Support countries in implementing and sustaining the end-to-end operating model for EcoCare and Digital Services.
• Act as the primary execution interface between countries, zones, and global teams for recurring and digital services operations.
• Additional Responsibilities: Develop and track country specific execution and backlog reduction plans to improve onboarding speed and customer experience.
• Anticipate execution risks (data gaps, WO hygiene, platform readiness, capability constraints) and proactively mitigate them with country leadership.
• Ensure alignment between country execution data and global reporting tools and dashboards.
• Support adoption of new recurring and digital service offers in coordination with Zone Operations Leaders and Subject Matter Experts.
• Main interfaces: Service Zone Operations Leaders, Country Services VPs and Operations Directors, E2E Recurring Leaders and Customer Success Managers in the countries, Service Execution teams in countries (DSAs, OM, PM, Planners, IoT), Service Business Development and Commercial organizations, Services LoB, Connected Service Hub.

Qualifications

• Engineering masters degree
• Language English fluency is a must

Experience

• Minimum 5 years experience in similar role.
• Experience in Local and Global organization

Skills

• Strong Service Operations Orientation: Solid understanding of service operations and execution in a multi-country, matrix environment, with focus on delivery, stability, and performance.
• Ability to think and act across the full-service lifecycle, ensuring alignment between teams, processes, and outcomes.
• Comfortable driving execution through governance, reviews, and KPIs to ensure predictable and sustainable results.
• Problem-Solving Continuous Improvement: Structured approach to identifying issues, understanding root causes, and driving practical improvements.
• Ability to align and influence diverse stakeholders across countries, zones, and functions without direct authority.
• Strong communication skills to drive clarity, alignment, and execution across cultures and organizational levels.

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