Service And Operations Manager

Job brief

We are looking for a qualified service and operation manager to manage our point of Sale Services and Operations Department.You will be accountable for the services and operation department performance to meet the customer’s service level agreements with efficient and effective utilization of resources.

As a service manager, you will dealing with external stakeholders (customers and vendors) and internal stakeholders (company management and other departments),so your communication skills should be excellent.You should also be able to act proactively to ensure smooth team operations and effective collaboration.Ultimately, you should lead by setting a good example and engage the team to achieve goals.

Responsibilities

• Achieve service level agreements (SLA) objectives.
• Conduct regular service review meetings with customers.
• Set the business requirements for internal applications (ticketing system and terminal management system) and continuously evaluate their performance and enable to the business.
• Report department performance to management.
• Escalation point for customers.
• Manage store and spare requirements.
• Create an inspiring team environment with an open communication culture.
• Set clear team goals.
• Assign tasks and set deadlines.
• Oversee team’s day-to-day operation.
• Monitor team performance and report on metrics.
• Motivate team members.
• Discover training needs and provide coaching.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Recognize high performance and reward accomplishments.
• Suggest and organize team building activities.
• Communicates SLA levels and deadlines goals to team members.
• Develops strategies to promote team member adherence to company regulations and performance goals.
• Conducts team meetings to update members on best practices and continuing expectations.
• Any other responsibility and duties set by management.