Service Delivery Excellence Lead

We are seeking a highly skilled and experienced Service Operations Manager to lead our service delivery team. The ideal candidate will have a proven track record in managing service operations, ensuring timely and efficient service delivery across electrical and mechanical systems.

• Job Responsibilities:
• To oversee and manage a portfolio of service contracts and projects to ensure efficient and effective delivery.
• To monitor performance metrics and take proactive measures to meet customer expectations.
• To ensure contractual obligations are met and maintained across service delivery operations.

• Service Operations Management:
• To lead day-to-day service operations for both electrical and mechanical systems, ensuring services are delivered within agreed timelines.
• To maintain a strong focus on minimizing breakdowns and optimizing Turnaround Time (TAT) for service requests and repairs.
• To troubleshoot operational issues to ensure smooth service delivery.
• To ensure that service teams adhere to quality standards and safety protocols.

• Breakdown Management & TAT Optimization:
• To manage and minimize system breakdowns by ensuring quick response times and efficient resolution.
• To analyze performance data and work to improve Turnaround Time (TAT) to enhance service quality and customer satisfaction.

• Subcontractor & Vendor Management:
• To manage relationships with subcontractors and third-party vendors, ensuring service level agreements (SLAs) are met.
• To monitor subcontractor performance, ensuring they meet required standards and timelines.
• To negotiate contracts and manage ongoing relationships with suppliers and subcontractors.

• Spare Parts & Stock Management:
• To oversee the management of spare parts, ensuring that inventory levels are sufficient to meet service demands.
• To coordinate with the procurement team for timely replenishment of critical stock items.
• To maintain an effective system for tracking stock levels and usage to reduce operational costs and prevent delays.

• MIS Reporting:
• To develop and maintain regular reports on service operations, including breakdowns, TAT, inventory levels, subcontractor performance, and other key metrics.
• To provide data-driven insights to senior management to inform decision-making and continuous improvement initiatives.
• To create reports on service performance for internal and external stakeholders.

• Team Leadership and Communication:
• To lead and motivate a team of technicians, engineers, and service staff to achieve operational excellence.
• To foster a culture of collaboration, communication, and continuous learning within the service team.
• To ensure effective communication between departments (e.g., operations, procurement, and maintenance) to ensure seamless service delivery.

• Customer Relations:
• To maintain strong relationships with customers, addressing any service-related issues or concerns.
• To collaborate with the sales and customer service teams to ensure customer satisfaction and retention.

• Compliance & Safety:
• To ensure all service operations comply with company policies, industry standards, and safety regulations.
• To conduct regular safety audits and training sessions for service staff.

Requirements:

• A bachelor's degree in electrical, Mechanical Engineering, or a related field.
• A minimum of 10 years of experience in service management, with at least 5 years in a leadership role.
• Strong knowledge of electrical and mechanical systems, service operations, and breakdown management.
• Excellent verbal and written communication skills, with the ability to collaborate effectively with internal and external stakeholders.
• Strong analytical and problem-solving skills with a focus on continuous improvement.
• Proven experience leading and managing teams, with the ability to inspire and develop staff.
• Experience in managing multiple service projects simultaneously, with a focus on deadlines, quality, and budget.
• Proficiency in using MS Office Suite and service management software (e.g., SAP, ServiceNow, etc.).
• Strong organizational skills with the ability to prioritize and manage multiple tasks.
• High attention to detail and commitment to service excellence.
• Customer-centric with a strong focus on improving service delivery.
• Ability to manage budgets, resources, and service contracts effectively.
• Proactive, results-driven, and solution-oriented.