Global Field Services CoE Director

Job Details: Position Summary The Director owns the standard of work for CTS field services worldwide: defining what "good" looks like, building the frameworks and metrics used to measure performance, and ensuring FSIDs and regional teams are applying those standards consistently across 35+ transit authorities. This role is approximately one-third deep field services credibility and two-thirds enterprise change leadership. The Director does not own regional field execution; that accountability sits with Regional GMs and FSIDs, but owns the architecture of standards, metrics, and continuous improvement against which execution is judged. The Director also co-owns the field services transformation program running alongside the broader Global Services transformation, and chairs the Field Services Council, the standing forum where global standards and regional execution are reconciled. All four CoE Managers are standing members of the Council. Reporting Line Reports to the Chief Services Officer. Four direct reports: the Manager, Field Services Operations, CoE; Manager, Field Services Reliability, CoE; Manager, Field Services Technology and Performance, CoE; and Manager, Field Services Training and Enablement, CoE. Receives dotted-line input from the three Regional FSIDs (APAC, EMEA, NAM), whose solid-line accountability runs to their Regional GMs. Key Responsibilities Owns the global field services standards, playbooks, and safety and compliance framework covering installation, repair, maintenance, and dispatch, and serves as the final escalation point when FSIDs face operational or transformation problems beyond established frameworks. Co-owns the field services transformation program portfolio, including the current BCG-partnered workstreams, abatement exposure reduction (approximately $5M annually), cost-to-serve baseline establishment, and the platform and technology enablement roadmap. Chairs the Field Services Council, with all four CoE Managers as standing members, as the mechanism for surfacing regional execution issues, aligning on standards changes, and driving cross-regional consistency. Consolidates the enterprise-wide quality assurance view across programs, regions, and the global standard, drawing on the quality assurance each CoE Manager runs within their domain, and reports this consolidated view to Regional GMs. Sets enterprise MTTR, MTBF, and other field performance targets, and owns the integration of field KPI definitions and data governance into the Global Services Metrics Program and KPI Engine. Retains ultimate accountability for CoE sign-off at the Fitness for Launch (F4L) gate for all production releases. May delegate execution of the sign-off to the relevant CoE Manager depending on release type but does not delegate the accountability itself. Defines global spares, logistics, and routing standards and ensures alignment across programs and regions. Partners with Global Services leadership and Finance on the field services cost-to-serve model, O&M productivity targets, and the financial baseline for field operations, which is currently undefined and is a primary deliverable of this role. Leads field capability uplift and knowledge transfer to regional teams during major mobilizations and cutovers, and feeds field issues and lessons learned into platform, engineering, and Global Services roadmaps. Captures field intellectual property and best practices from regions and converts them into global playbooks, and builds the Field Services community as a mechanism for cross-geography and cross-program knowledge sharing. Required Qualifications and Experience 8+ years of progressive leadership experience, including experience leading transformation or change programs at enterprise or multi-site scale. Demonstrated credibility in field services, installation, or service delivery operations, sufficient to be trusted by FSIDs and field leadership, though this is not the primary qualification for the role. Experience designing and implementing operating models, metrics frameworks, or standards programs from a low base of maturity. Experience operating in a matrixed organization, influencing outcomes without direct line authority over execution teams. Analytical fluency with MTTR, MTBF, cost-to-serve, and related field performance and financial metrics. Experience partnering with Finance on cost modeling and with technology or platform teams on capability roadmaps. Leadership Competencies Enterprise systems thinking: able to see and design across operational, financial, technological, and organizational dimensions simultaneously. Influence without authority: builds standards adoption and trust with FSIDs and Regional GMs without command authority over their teams. Ambiguity tolerance: comfortable building frameworks, metrics, and processes that do not yet exist, inside a live operation. Executive presence: credible with CSO, COO, PE ownership, and customer-facing audiences on program status and outcomes. Talent development: builds a CoE team of subject matter experts operating in a coaching and consulting capacity, not a directive one. The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.