Senior Service Delivery Specialist

The Senior Services Manager is a pivotal role within our organization, responsible for overseeing and managing service operations to ensure timely and efficient delivery across electrical and mechanical systems.

Key Responsibilities

• Portfolio Management: Oversee and manage a portfolio of service contracts and projects to guarantee effective and efficient delivery.
• Monitor performance metrics and take proactive measures to meet customer expectations and drive business growth.
• Ensure contractual obligations are met and maintained across service delivery operations, fostering strong relationships with customers and stakeholders.

Service Operations Management:

• Lead day-to-day service operations for both electrical and mechanical systems, ensuring services are delivered within agreed timelines and meeting set standards.
• Maintain a strong focus on minimizing breakdowns and optimizing Turnaround Time (TAT) for service requests and repairs, resulting in increased customer satisfaction and loyalty.
• Troubleshoot operational issues to ensure smooth service delivery, leveraging technical expertise and problem-solving skills to resolve complex problems.
• Ensure that service teams adhere to quality standards and safety protocols, promoting a culture of excellence and continuous improvement.

Breakdown Management & TAT Optimization:

• Manage and minimize system breakdowns by ensuring quick response times and efficient resolution, reducing downtime and associated costs.
• Analyze performance data and work to improve Turnaround Time (TAT) to enhance service quality and customer satisfaction, driving business results and growth.

Subcontractor & Vendor Management:

• Manage relationships with subcontractors and third-party vendors, ensuring service level agreements (SLAs) are met and exceeded, delivering high-quality services and products.
• Monitor subcontractor performance, ensuring they meet required standards and timelines, and make adjustments as needed to optimize results.
• Negotiate contracts and manage ongoing relationships with suppliers and subcontractors, securing favorable terms and conditions.

Spare Parts & Stock Management:

• Oversee the management of spare parts, ensuring that inventory levels are sufficient to meet service demands and prevent stockouts.
• Coordinate with the procurement team for timely replenishment of critical stock items, ensuring a stable supply chain and minimizing delays.
• Maintain an effective system for tracking stock levels and usage, reducing operational costs and preventing unnecessary purchases.

MIS Reporting:

• Develop and maintain regular reports on service operations, including breakdowns, TAT, inventory levels, subcontractor performance, and other key metrics, providing valuable insights for decision-making.
• Provide data-driven insights to senior management to inform strategic decisions and drive business outcomes, leveraging data analysis and interpretation skills.
• Create reports on service performance for internal and external stakeholders, communicating results and progress effectively.

Team Leadership and Communication:

• Lead and motivate a team of technicians, engineers, and service staff to achieve operational excellence, fostering a culture of collaboration and teamwork.
• Foster a culture of open communication, transparency, and trust within the service team, promoting employee engagement and job satisfaction.
• Ensure effective communication between departments (e.g., operations, procurement, and maintenance) to ensure seamless service delivery, coordinating efforts and resources.

Customer Relations:

• Maintain strong relationships with customers, addressing any service-related issues or concerns, and delivering exceptional customer experiences.
• Collaborate with the sales and customer service teams to ensure customer satisfaction and retention, driving revenue growth and customer loyalty.

Compliance & Safety:

• Ensure all service operations comply with company policies, industry standards, and safety regulations, maintaining a safe working environment and minimizing risk.
• Conduct regular safety audits and training sessions for service staff, promoting a culture of safety and well-being.

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