Senior Service Operations Engineer

Roles and Responsibilities

1. Service Delivery Management: Oversee and manage the overall service delivery process, ensuring that services are delivered on time, meet service quality standards, and satisfy customer requirements.
2. Team Leadership and Management: Lead, mentor, and supervise a team of service operations staff, including the service liaison team, service supervisors, and the service support crew. Provide guidance, support, and performance feedback to ensure team effectiveness and productivity.
3. Incident and Problem Management: Implement and oversee service incidents and problem management processes. Coordinate timely resolution, root cause analysis, and preventive measures to minimise disruptions and improve service stability.
4. Service Improvement Initiatives: Identify opportunities for service improvement and implement initiatives to enhance service quality, efficiency, and customer experience. Continuously monitor service performance, collect feedback, and implement necessary changes.
5. Client Relationship Management: Build and maintain strong relationships with clients, serving as the primary point of contact for service-related inquiries, escalations, and issue resolution. Ensure client satisfaction and manage expectations.
6. Resource Planning and Allocation: Plan and allocate resources effectively to meet service demands and optimise resource utilisation. Monitor resource availability, workload distribution, and skills alignment for efficient service delivery.
7. Vendor and Supplier Management: Collaborate with external vendors and suppliers to ensure timely delivery of services, adherence to agreements, and effective vendor performance management. Negotiate contracts, evaluate vendor capabilities, and manage relationships.
8. Performance Measurement and Reporting: Develop and implement performance measurement frameworks, KPIs, and reporting mechanisms to track and communicate service performance. Prepare regular reports and present findings to the management.
9. Process and Operational Excellence: Streamline service delivery processes, implement best practices, and optimise operational workflows. Identify opportunities for automation, standardisation, and efficiency improvements.
10. Compliance and Risk Management: Ensure compliance with safety regulations, standards and constant reinforcement of safety policies. Mitigate risks associated with service delivery and implement appropriate controls.

Skills and Qaulities:

1. Bachelor's Degree in IT, engineering, similar academic area, or relevant work experience.
2. Having more than 3 years of experience in an enterprise operation.
3. Having good knowledge of buildings, facilities, and the electrical field.
4. Good understanding and ability to fully utilise CRM systems.
5. A good team player and an efficient leader.
6. Able to work and respond to incidents during weekends will be a plus.
7. Profound expertise in working with customer support will be a plus.
8. Experience and exposure in sales roles will be a plus.
9. Confidence in driving commercial vehicles to sites for survey and assessment will be a plus.