Job TitleSenior Service Operation ManagerJob DescriptionPosition Senior Service Operations ManagerRegion JeddahDepartment OperationsReports To Senior Service ManagerDirect Reports Shift Duty Managers, Senior shift leaders, Shift LeadersWork Pattern (Day/Shift)DayKNOWLEDGE“Education and Certificates”1- Bachelor/Master’s in engineering (Technical, Electrical or Mechanical)2- Lean Six Sigma Certificate3- Certified Operations Manager (COM) is a plusKey Experiences“What Experience are key to success in this job”1- 8 Years of Experience in Operations or technical function (Electrical or Mechanical).2- 5 Years Experience in Managing / Leading a teamJob Purpose Statement“Summary to the general objective of the job”Manage the Operations crew and activities to assure the service contract deliverables.KEY ACTIVITIES“The most important tasks you need to perform in order to achieve your key outputs”1- Manage Operations Crew to Ensure optimal manpower & skills distribution.2- KPI Reporting and major incident reporting (based on root cause analysis RCA)3- Communication and coordination with stakeholders during operation and in case of major breakdowns4- Initiate and drives improvements regarding processes, procedures and systems used5- Team Management, Escalation management, and stakeholder management.6- Work collaboratively with different departments to ensure achieving contract deliverables and KPIs7- Design and create plans of action for the various stages of the service operations process.8- Oversee recruitment, hiring, and training of new employees.9- Monitor team productivity and address issues as they arise to ensure maximum efficiency and consistent service experiences10- Day-to-day management of all customer-facing teams to ensure all teams work towards the same goals11- Continuously monitor metrics and leverage customer feedback to drive continuous improvement of service practices.12- launch new initiatives and projects that improve upon support-related processes to meet changing customer needs13- Budget control managing, monitoring, and adjusting budget to ensure that the business remains on track to meet companies’ financial goals and deliver on the organization's objectives.14- Run a safe, injury/accident-free workplace