The Document Management Team Leader Italy & Iberica is responsible for leading and coordinating the Document Management Administration function across Italy & Iberica, ensuring the effective delivery of administrative and safety documentation services that support maintenance contracts, repairs, customer compliance requirements and site access processes.
The role ensures operational excellence, process standardization, service quality, customer satisfaction and continuous improvement while leading a team of Document Management Administrators and supporting business growth and compliance objectives.
Team Leadership & People Management
Lead, develop and support the Document Management Administration team across Italy & Iberica.
Build a customer-focused, collaborative and high-performing team culture.
Monitor team workload, priorities and service delivery performance.
Coach and develop team members through regular feedback, training and development plans.
Ensure appropriate resource planning, competence development and succession planning.
Promote engagement, wellbeing and continuous learning within the team.
Operational Governance & Service Delivery
Ensure the effective management and timely completion of documentation requests received from customers, branches and internal stakeholders.
Define and monitor service priorities, workload distribution and escalation management processes.
Ensure compliance with agreed service levels, response times and quality standards.
Drive consistency and standardization of document management processes across Italy & Iberica.
Oversee the management of safety documentation, administrative documentation and customer-specific compliance requirements.
Ensure readiness to support business continuity and peak workload situations.
Process, Systems & Digital Platforms Ownership
Ensure effective use of document management tools, customer platforms and internal systems.
Drive adoption of digital solutions and process automation initiatives.
Monitor document lifecycle management processes, data quality and compliance controls.
Ensure customer portals and platforms are managed according to contractual and regulatory requirements.
Collaborate with IT and business stakeholders to identify system improvements and enhancement opportunities.
Promote operational efficiency through simplification, standardization and best practices.
Customer & Stakeholder Management
Act as the primary escalation point for complex documentation issues and customer requirements.
Build strong relationships with internal stakeholders including:
Service Operations
Delivery Installation
Legal & Compliance
Procurement
Safety and Quality functions
Regional teams
Ensure effective communication and alignment between the Document Management team and KONE branches.
Drive customer satisfaction through proactive service management and continuous improvement initiatives.
Support strategic customer requirements related to documentation compliance and access management.
Performance, Compliance & Continuous Improvement
Monitor and analyze KPIs related to productivity, quality, turnaround time and customer satisfaction.
Identify trends, risks and improvement opportunities through data analysis and performance reviews.
Ensure full compliance with KONE policies, customer requirements and applicable regulatory obligations.
Lead continuous improvement initiatives to enhance efficiency, quality and customer experience.
Support budget planning and resource optimization activities for the Document Management function.
Drive harmonization of processes and best practices across Italy & Iberica.
Key Competencies & Qualifications
Leadership Competencies
Proven people leadership and coaching skills.
Strong stakeholder management and communication abilities.
Customer-centric mindset.
Ability to manage priorities in a complex and fast-paced environment.
Analytical and problem-solving skills.
Continuous improvement mindset.
Qualifications & Experience
University degree or equivalent experience.
Experience in administrative operations, document management, customer service or business support environments.
Experience leading teams and coordinating cross-functional stakeholders.
Good understanding of compliance, safety documentation and customer contractual requirements.
Strong knowledge of Microsoft Office applications (Excel, PowerPoint, Outlook). CRM knowledge will be considered a plus.
Experience with customer portals, digital platforms and workflow management tools.
Fluent Italian and good English language skills. Spanish is considered an advantage.
Employment Framework:
The successful candidate will be hired under the Italian Metalworking Industry Collective Bargaining Agreement (CCNL Metalmeccanico Industria).
The gross annual salary starts from €40,000, with the possibility of further increase based on the candidate’s experience and skills.
The compensation package is complemented by variable incentives and company benefits.
At KONE, we are committed to recognizing and valuing people and their talents, while promoting gender equality across all professional areas.
As a further tangible commitment to gender equity and the enhancement of women's roles within the organization, KONE Italy has adopted the organizational model for Gender Equality in accordance with the UNI/PdR 125:2022 guidelines.
Interested candidates may submit their application in accordance with the GDPR – EU Regulation 679/2016. This opportunity is open to all candidates regardless of gender identity or expression, sexual orientation, age, disability status, ethnic origin, or religious beliefs.
At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
Read more on https://careers.kone.com/en/
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