Director, Lean Global – Service
At Johnson Controls, our Service organization is at the center of how we deliver value to customers every day through reliability, responsiveness, safety, and expertise. As
Director, Lean Global – Service, you will play a pivotal leadership role in advancing our enterprise Lean transformation across the global Service organization, driving operational excellence, scalable growth, and an exceptional customer experience. This role is designed for a senior Lean leader who can operate at the enterprise level, partner with executives, and lead transformation across a highly distributed, people‑centric service environment.
About The Role
The
Director, Lean Global – Service is responsible for defining strategy, enabling execution, and ensuring sustained Lean impact across Johnson Controls’ global Service business. This leader will partner closely with Service executives, regional leaders, and functional teams to embed Lean thinking into how Service operates—across field operations, dispatch, planning, service delivery, customer interactions, and support functions. You'll lead large‑scale, cross‑regional transformations, strengthen operating systems, and build Lean capability that enables frontline teams and leaders to consistently deliver value to customers while improving safety, quality, speed, and productivity.
Key Responsibilities
Enterprise & Strategic Leadership
- Serve as a senior leader driving Lean strategy and transformation across the global Service organization.
- Shape and execute a multi‑year roadmap for Lean maturity aligned to Service growth, margin, customer experience, and workforce effectiveness.
- Lead enterprise‑level problem‑solving focused on systemic service performance challenges.
Strategy Deployment (Policy Deployment)
- Translate enterprise and Service strategies into clear priorities through structured deployment.
- Ensure alignment from executive leadership through regions, branches, and frontline leadership.
- Enable leaders to connect Lean initiatives directly to customer outcomes and business results.
Governance & Operating Systems
- Establish and oversee Lean governance for Service, including standards, management systems, performance reviews, and sustainment mechanisms.
- Ensure consistency across regions while allowing flexibility for local market and customer needs.
- Use data and insights to track progress, surface risks, and drive accountability.
Executive & Senior Leader Partnership
- Act as a trusted advisor to Service executives and senior leaders.
- Influence decision‑making, challenge constructively, and support leaders in modeling Lean behaviors.
- Partner on major initiatives impacting service delivery, workforce productivity, and customer satisfaction.
Stakeholder Engagement & Influence
- Serve as a connector across executive, regional, functional, and frontline stakeholders.
- Build trust and alignment in a highly matrixed, global service environment.
- Drive change through influence rather than authority.
Service Transformation & Continuous Improvement
- Lead Lean transformation across field service operations, dispatch, scheduling, planning, and customer support processes.
- Champion end‑to‑end service value stream thinking—from customer request to service completion and follow‑up.
- Ensure Lean principles are embedded into daily service execution, not treated as standalone initiatives.
Talent Development & Capability Building
- Develop Lean capability across Service leaders, managers, and practitioners globally.
- Coach leaders to own continuous improvement and problem solving within their teams.
- Build a strong Lean community of practice within the Service organization.
Risk Management & Sustainability
- Identify enterprise‑level risks to service performance and transformation success.
- Ensure improvements are sustained through leader behaviors, standard work, and management systems.
- Balance operational stability with continuous improvement and innovation.
What You Will Do
- Lead global Service Lean initiatives aligned to enterprise and Service strategy.
- Sponsor and oversee large‑scale service transformation efforts tied to customer experience, safety, productivity, and margin.
- Enable alignment across regions, branches, and support functions.
- Guide value stream transformations across service delivery and transactional processes.
- Sponsor Obeya rooms, service performance reviews, and governance forums.
- Use data, root‑cause analysis, and systems thinking to inform strategic decisions and recommendations.
How You Will Do It
- Identify global synergies and best practices across Service regions and scale them effectively.
- Partner with regional and branch leaders to drive ownership and accountability for results.
- Shift dependency from Lean experts to capable service leaders.
- Standardize where it improves safety, quality, and customer experience; simplify ways of working.
- Introduce innovative CI approaches tailored to field‑based and customer‑facing environments.
- Balance strategic leadership with hands‑on engagement where impact is greatest.
Qualifications
Required
- Bachelor’s degree in Business, Engineering, Operations, or related field (advanced degree preferred).
- 10+ years of progressive experience in Lean, Continuous Improvement, Service Operations, or enterprise transformation roles.
- Proven success leading large‑scale, multi‑region or global Service transformations with measurable business and customer impact.
- Strong ability to influence and partner with senior executives and frontline leadership alike.
- Demonstrated business acumen with a clear connection between Lean, customer outcomes, and financial performance.
- Deep systems‑thinking capability and end‑to‑end service value stream perspective.
- Exceptional communication, facilitation, and executive‑level presentation skills.
- Experience building, leading, and developing Lean or transformation teams.
- Strong change‑leadership capability in complex, distributed service environments.
Preferred
- Experience leading Lean in field service, maintenance, or customer‑facing operations.
- Background in enterprise operating system deployment.
- Lean / Six Sigma certifications or equivalent experience.
- Ability to travel 50–80% globally.
HIRING SALARY RANGE: $156,000-235k (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.)
This role offers a competitive Bonus plan that will take into account individual, group, and corporate performance. This position includes a competitive benefits package.
The posted salary range reflects the target compensation for this role. However, we recognize that exceptional candidates may bring unique skills and experiences that exceed the typical profile. If you believe your background warrants consideration beyond the stated range, we encourage you to apply. To support an efficient and fair hiring process, we may use technology assisted tools, including artificial intelligence (AI), to help identify and evaluate candidates. All hiring decisions are ultimately made by human reviewers. For details, please visit the About Us tab on the Johnson Controls Careers site at https://jobs.johnsoncontrols.com/about-us
