A Service Operations Manager oversees the efficient delivery of customer‑facing services, ensuring operational excellence, technical standards, team performance, and customer satisfaction. They bridge between strategic goals and day‑to‑day service delivery processes.
Key Responsibilities
- Service Delivery & Contract Management
- Plan, prioritize, and oversee service activities including maintenance, installations, upgrades, and adherence to SLAs and contracts. Manage renewals, proposals, and negotiations with clients and vendors.
- Customer & Stakeholder Relations
Build and maintain relationships with clients and dealers, gather and respond to feedback, and act as a customer-centric SPOC to resolve operational issues.
- Operational Excellence & Process Improvement
Define, monitor, and improve KPIs and operational workflows. Implement quality assurance and compliance protocols.
Drive continuous improvement to reduce costs and optimize resource use. Lead service engineers/technicians, coordinate staffing, training, performance reviews, and team development to meet performance goals.
Review and refine technical standards/procedures. Estimate costs/time/resources, oversee work orders, inspections, and evaluate tools or systems to enhance capabilities.
Ensure Health, Safety, Environment & Quality (HSEQ) policies are upheld—conduct audits, enforce regulatory compliance, and maintain safe work environments.
Generate and present detailed performance reports to senior leadership; analyze trends, identify improvements, and implement corrective actions.
Skills & Qualifications
- Resource & Team Management
- Technical Oversight & Optimization
- Safety, Compliance & Governance
- Performance Monitoring & Reporting
- Education
- Bachelor’s degree in Engineering (Mechanical, Electrical), or related field.
- Technical diplomas with relevant experience may suffice.
Job Type: Full-time