Senior Service Delivery Manager

We are seeking an experienced professional 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.

• Portfolio Management:
  • Oversight and management of a portfolio of service contracts and projects to ensure efficient and effective delivery.
  • Monitoring performance metrics and taking proactive measures to meet customer expectations.
  • Ensuring contractual obligations are met and maintained across service delivery operations.
• Service Operations Management:
  • Leadership of day-to-day service operations for both electrical and mechanical systems, ensuring services are delivered within agreed timelines.
  • Maintenance of a strong focus on minimizing breakdowns and optimizing TAT (Turnaround Time) for service requests and repairs.
  • Troubleshooting operational issues to ensure smooth service delivery.
  • Ensuring that service teams adhere to quality standards and safety protocols.
• Breakdown Management & TAT Optimization:
  • Management and minimization of system breakdowns by ensuring quick response times and efficient resolution.
  • Analysis of performance data and work to improve Turnaround Time (TAT) to enhance service quality and customer satisfaction.
• Subcontractor & Vendor Management:
  • Management of relationships with subcontractors and third-party vendors, ensuring service level agreements (SLAs) are met.
  • Monitoring subcontractor performance, ensuring they meet required standards and timelines.
  • Negotiation of contracts and management of ongoing relationships with suppliers and subcontractors.
• Spare Parts & Stock Management:
  • Oversight of the management of spare parts, ensuring that inventory levels are sufficient to meet service demands.
  • Coordination with the procurement team for timely replenishment of critical stock items.
  • Maintenance of an effective system for tracking stock levels and usage to reduce operational costs and prevent delays.
• MIS Reporting:
  • Development and maintenance of regular reports on service operations, including breakdowns, TAT, inventory levels, subcontractor performance, and other key metrics.
  • Providing data-driven insights to senior management to inform decision-making and continuous improvement initiatives.
  • Creation of reports on service performance for internal and external stakeholders.
• Team Leadership and Communication:
  • Leadership and motivation of a team of technicians, engineers, and service staff to achieve operational excellence.
  • Fostering a culture of collaboration, communication, and continuous learning within the service team.
  • Ensuring effective communication between departments (e.g., operations, procurement, and maintenance) to ensure seamless service delivery.
• Customer Relations:
  • Maintenance of strong relationships with customers, addressing any service-related issues or concerns.
  • Collaboration with the sales and customer service teams to ensure customer satisfaction and retention.
• Compliance & Safety:
  • Ensuring all service operations comply with industry standards and safety regulations.
  • Conducting regular safety audits and training sessions for service staff.

Key qualifications include:

• 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.).
• Organizational Skills:
  • Strong organizational skills with the ability to prioritize and manage multiple tasks.
• Attention to Detail:
  • High attention to detail and commitment to service excellence.
• Customer-centric:
  • Customer-centric with a strong focus on improving service delivery.
• Results-driven:
  • Proactive, results-driven, and solution-oriented.