Services Operations Manager

Job Description - Services Operations Manager (008TT6)

Services Operations Manager - 008TT6

The Operations Manager position leads the Field Services operations with the following priorities:

· Ensuring team safety,

· Securing the execution of the job on customer sites to quality, budget and time standards,

· Deploying corporate strategy,

· Driving customer satisfaction,

· Accelerating sales, backlog management & profitability,

· Managing the Operations teams,

· Managing a transition to a digital business model.

o Safety & Cybersecurity

• Lead by example in ensuring safety & cyber security standards are applied.

• Ensure FSR’s receive appropriate certification before attending site and use PPE.

• Secure FSR Managers perform (minimum) 1 safety audit per FSR per year.

• Ensure the whole team are trained on cybersecurity and have a compliant endpoint (laptop).

o Business Performance

• Ensure jobs are planned and performed to optimize profits, ensuring safety, quality standards and customer service is maintained.

• Drive profitable growth through the yearly implementation of the Annual Operation

Productivity Plan (AO2P), including workforce planning.

• Ensure additional scope of work (requested by customer) is invoiced.

• Drive the FSR Lead Generation program.

• Implement a lean and agile operations organization.

• Develop and grow key relationships with customers.

• Drive improvements in first-time fix rates (FTFR).

o People

• Attract, recruit, onboard, develop, motivate and manage a robust and high performing Operations team while controlling voluntary attrition.

• Prepare the pipeline of the future by scouting & nurturing a diverse pool of Services talent.

• Manage team skills & behaviors to match with business needs and market evolution.

o Organization

§ Role model collaboration between functions in Services, other BU’s locally and Global Services Execution Team, encourage the removal of silos.

§ Deploy the operating model.

§ Drive a lean and agile organization.

Main interactions:

FSVP, Sales, Customers, Back Office Coordinators, FSRs & Sub Contractors, Quality, H&S, Finance & Global Services Execution Team.

Education / Skills:

The Operations Manager should have:

§ Engineering and/or Business master’s degree or equivalent experience.

§ Knowledge of Power System & / or Secure Power business.

§ A customer mindset and a people orientation.

§ Vision and strong communication skills and the ability to build and foster teamwork.

§ Extensive business acumen with strong results orientation.

§ Confidence and courage to make appropriate decisions and accept accountability.

§ Excellent relationship skills and the ability to communicate effectively with executive leaders and customers.

Qualifications

The Operations Manager should have:

§ Engineering and/or Business master’s degree is preferred or equivalent experience.

§ Leadership experience preferably leading Field Services Team 

§ P roven track record in effectively managing high volumes of service requests and diverse team while demonstrating the ability to provide impactful solutions to clients, driving sales and lead generation

§ Knowledge of Power System & / or Secure Power business.

§ A customer mindset and a people orientation.

§ Vision and strong communication skills and the ability to build and foster teamwork.

§ Extensive business acumen with strong results orientation.

§ Confidence and courage to make appropriate decisions and accept accountability.

§ Excellent relationship skills and the ability to communicate effectively with executive leaders and customers.