Service Operations Manager

Service Operations Manager Job Description

The role of Service Operations Manager involves overseeing the delivery of services to ensure timely and efficient service operations across electrical and mechanical systems. You will be responsible for managing a team of technicians, engineers, and service staff to achieve operational excellence.

Key Responsibilities:

• Portfolio Management: 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.
• 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 Turnaround Time (TAT) for service requests and repairs.

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.

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 industry standards and safety regulations. Conduct regular safety audits and training sessions for service staff.

Requirements:

• Bachelor's degree in Electrical, Mechanical Engineering, or a related field.
• Minimum 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 efficiency.
• 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 resources and service contracts effectively.
• Proactive, results-driven, and solution-oriented.

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