Senior Servicing Operations Manager

Job Title:

Job Description:

The Servicing Operations Manager is responsible for overseeing and managing service operations, ensuring timely and efficient delivery of electrical and mechanical services.

Main Responsibilities:

• Portfolio Management: Oversee a portfolio of service contracts and projects to ensure effective delivery and quality control.
• Performance Monitoring: Monitor performance metrics and implement proactive measures to meet customer expectations and improve service delivery.
• Contractual Obligations: Ensure contractual obligations are met across service delivery operations.

Service Operations Management:

• Lead Service Teams: Lead day-to-day service operations for both electrical and mechanical systems, ensuring services are delivered within agreed timelines.
• Troubleshooting: Troubleshoot operational issues to ensure smooth service delivery and minimize downtime.
• Quality Standards: Ensure that service teams adhere to quality standards and safety protocols.

Breakdown Management & Turnaround Time Optimization:

• Manage Breakdowns: Manage and minimize system breakdowns by ensuring quick response times and efficient resolution.
• Performance Analysis: Analyze performance data to work towards improving Turnaround Time (TAT) and enhancing service quality and customer satisfaction.

Vendor & Subcontractor Management:

• Manage Partnerships: Manage relationships with vendors and subcontractors, ensuring service level agreements (SLAs) are met and service quality is maintained.
• Performance Monitoring: Monitor vendor and subcontractor performance, ensuring they meet required standards and timelines.
• Negotiations: Negotiate contracts and manage ongoing relationships with suppliers and subcontractors.

Spare Parts & Inventory Management:

• Inventory Oversight: Oversee the management of spare parts, ensuring inventory levels are sufficient to meet service demands.
• Procurement Coordination: Coordinate with the procurement team for timely replenishment of critical stock items.
• Stock Tracking: Maintain an effective system for tracking stock levels and usage to reduce operational costs and prevent delays.

MIS Reporting:

• Report Development: Develop and maintain regular reports on service operations, including breakdowns, TAT, inventory levels, vendor performance, and other key metrics.
• Insight Provision: Provide data-driven insights to senior management to inform decision-making and continuous improvement initiatives.
• Stakeholder Reports: Create reports on service performance for internal and external stakeholders.

Team Leadership & Communication:

• Team Leadership: Lead and motivate a team of technicians, engineers, and service staff to achieve operational excellence.
• Cross-Functional Collaboration: Foster a culture of collaboration, communication, and continuous learning within the service team.
• Departmental Alignment: Ensure effective communication between departments to ensure seamless service delivery.

Customer Engagement:

• Relationship Maintenance: Maintain strong relationships with customers, addressing any service-related issues or concerns.
• Collaboration: Collaborate with sales and customer service teams to ensure customer satisfaction and retention.

Compliance & Safety:

• Regulatory Compliance: Ensure all service operations comply with industry standards and regulations.
• Safety Audits: Conduct regular safety audits and training sessions for service staff.

Requirements:

• Educational Background: Bachelor's degree in electrical, mechanical engineering, or a related field.
• Professional Experience: Minimum of 10 years of experience in service management, with at least 5 years in a leadership role.
• Technical Expertise: Strong knowledge of electrical and mechanical systems, service operations, and breakdown management.
• Communication Skills: Excellent verbal and written communication skills, with the ability to collaborate effectively with internal and external stakeholders.
• Problem-Solving: Strong analytical and problem-solving skills with a focus on continuous improvement.
• Leadership Abilities: Proven experience leading and managing teams, with the ability to inspire and develop staff.
• Project Management: Experience in managing multiple service projects simultaneously, with a focus on deadlines, quality, and budget.
• Software Proficiency: Proficiency in using MS Office Suite and service management software.
• Organizational Skills: Strong organizational skills with the ability to prioritize and manage multiple tasks.
• Attention to Detail: High attention to detail and commitment to service excellence.
• Customer Focus: Customer-centric with a strong focus on improving service delivery.
• Results-Oriented: Proactive, results-driven, and solution-oriented.