Head of Operations, Service Business

Date Posted:

2026-02-23

Country:

Singapore

Location:

8 Kallang Avenue #07-01/09 Aperia Tower 1, Singapore

Job Description

We are seeking an experienced Head of Service Field Operations to lead our Service Field Operations team. This role is responsible for driving service field performance for Otis & Sigma brand in Singapore, elevating the overall customer experience, and ensuring strong operational execution across all maintenance portfolios. With a deep focus on customer centricity, the position ensures service reliability, timely responses, and proactive communication to strengthen customer trust.

Essential Responsibilities

• Oversee all service and maintenance activities across Singapore, ensuring operational uptime, reliability, and full adherence to Otis service standards.

• Champion Otis’ “Safety First” culture by ensuring compliance with WSH regulations and actively reinforcing safe behaviours through field audits, coaching, and continuous safety engagement.

• Lead and develop a team of field supervisors and technicians, strengthening technical capability, workforce planning, and overall performance accountability.

• Manage escalations promptly, support key customer relationships, and work closely with Service Sales to drive contract renewals, customer retention, and service satisfaction.

• Oversee operating budgets, drive field productivity, optimise manpower and resource deployment, and support ongoing service margin improvement.

• Enhance service quality by implementing digital tools such as Otis One, standardising service processes, and driving continuous improvement initiatives to elevate efficiency and customer experience.

Desired Skill Required

• 10+ years of service/field operations experience with strong leadership background.

• Decision- making, and problem-solving skills

• Excellent communication, negotiation and relationship building abilities

• Ability to manage and inspire diverse teams across functions.

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 here.  

Become a part of the Otis team and help us #Buildwhatsnext! 

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