Operations Excellence Manager

Job Title: Senior Services Manager

Lead and motivate a team of technicians, engineers, and service staff to achieve operational excellence in 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.

Key Responsibilities:

• Portfolio Management: Oversee and manage a portfolio of service contracts and projects to ensure efficient and effective delivery of services within agreed timelines.
• 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 timely and efficient service delivery while minimizing breakdowns and optimizing TAT (Turnaround Time) for service requests and repairs.
• Troubleshoot operational issues to ensure smooth service delivery and adherence to quality standards and safety protocols.

Breakdown Management & TAT Optimization:

• Manage and minimize system breakdowns by ensuring quick response times and efficient resolution, resulting in improved service quality and customer satisfaction.
• Analyze performance data and work to improve Turnaround Time (TAT) to enhance service delivery and efficiency.

Subcontractor & Vendor Management:

• Manage relationships with subcontractors and third-party vendors, ensuring service level agreements (SLAs) are met, and monitor subcontractor performance to ensure they meet required standards and timelines.
• Negotiate contracts and manage ongoing relationships with suppliers and subcontractors to ensure seamless service delivery.

Spare Parts & Stock Management:

• Oversee the management of spare parts, ensuring that inventory levels are sufficient to meet service demands, and 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.

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.

Required Skills and Qualifications:

• 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.).
• 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.

Benefits:

• Opportunity to lead and motivate a team of technicians, engineers, and service staff to achieve operational excellence.
• Chance to foster a culture of collaboration, communication, and continuous learning within the service team.
• Professional development opportunities to enhance skills and knowledge in electrical and mechanical systems, service operations, and breakdown management.
• Competitive compensation package and benefits.