Service Delivery Excellence Leader

We are seeking a highly experienced Service Operations Manager to lead our service operations team. As a key member of our organization, you will be responsible for overseeing and managing service delivery across electrical and mechanical systems.

The ideal candidate will have a proven track record in managing service teams, portfolio management, subcontractor relationships, and spare parts/stock management. You will be responsible for optimizing Turnaround Time (TAT), ensuring the highest levels of customer satisfaction, and delivering operational excellence in service management.

• Key Responsibilities:
• Portfolio Management: Oversee and manage a portfolio of service contracts and projects to ensure efficient and effective delivery.
• Monitor performance metrics and take proactive measures to meet customer expectations.
• Ensure contractual obligations are met and maintained across service delivery operations.

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

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

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

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

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

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

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

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

Requirements:

• Education: Bachelor's degree in Electrical, Mechanical Engineering, or a related field.
• Experience: Minimum 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: 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 (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.