Senior Service Operations Manager

We are seeking a highly skilled and experienced professional to lead our service operations team.

The ideal candidate will have a proven track record in managing service teams, portfolio management, subcontractor relationships, and spare parts/stock management.

Key Responsibilities Include:

• 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.
• 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 Turnaround Time (TAT) for service requests and repairs.
• Troubleshoot Operational Issues: Troubleshoot operational issues to ensure smooth service delivery.
• Quality Standards and Safety Protocols: Ensure that service teams adhere to quality standards and safety protocols.

Breakdown Management & TAT Optimization:

• Manage 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 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:

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

Team Leadership and Communication:

• Lead Team: 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.
• Effective Communication: Ensure effective communication between departments (e.g., operations, procurement, and maintenance) to ensure seamless service delivery.

Customer Relations:

• Maintain 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.

Required Skills and Qualifications:

• 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.
• 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.
• Budgeting and Resource Management: Ability to manage budgets, resources, and service contracts effectively.
• Proactive Approach: Proactive, results-driven, and solution-oriented.