Senior Service Operations Manager

1 day ago

Gandhinagar, Gujarat, India beBeeDirector Full time ₹ 1,91,10,000 - ₹ 2,51,45,000
Job Title:

Service Operations Director

Job Description:

Our organization is seeking an experienced and highly skilled Service Operations Director to oversee and manage our service operations, ensuring timely and efficient delivery of electrical and mechanical systems. As a key member of the team, you will be responsible for optimizing Turnaround Time (TAT), ensuring the highest levels of customer satisfaction, and delivering operational excellence in service management.

Key Responsibilities:
  • 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.
  • Ensure contractual obligations are met and maintained across service delivery operations.
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 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.
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 company policies, industry standards, and safety regulations.
  • Conduct regular safety audits and training sessions for service staff.

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