Service Delivery Excellence Leader

Job Summary:

We are seeking an experienced and highly motivated Service Operations Manager to oversee and manage our service operations, ensuring timely and efficient 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 TAT (Turnaround Time), ensuring the highest levels of customer satisfaction, and delivering operational excellence in service management.

• 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.
• 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.

Candidate Requirements:

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