Executive Service Delivery Leader

Job Description:

We are seeking a highly skilled Service Operations Manager to lead and manage our service operations, ensuring timely and efficient service delivery across electrical and mechanical systems.

Key Responsibilities:

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

Service Operations Management:

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

Breakdown Management & TAT Optimization:

• Manage System Breakdowns: Manage and minimize system breakdowns by ensuring quick response times and efficient resolution.
• Analyze Performance Data: Analyze performance data and work to improve Turnaround Time (TAT) to enhance service quality and customer satisfaction.

Subcontractor & Vendor Management:

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

Spare Parts & Stock Management:

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

MIS Reporting:

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

Team Leadership and Communication:

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

Customer Relations:

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

Compliance & Safety:

• Ensure Compliance: Ensure all service operations comply with company policies, industry standards, and safety regulations.
• Conduct Safety Audits and Training: 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 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.

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